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Replacement of old/broken on wall plug in box

Hi there,

I received a leaflet at the start of my use of virgin saying that if the box into which you plug the cables from your router is old or damaged it could be replaced. The box is extremely old and the cable from the router struggles to go into the wall, and if it does it comes out extremely easily. Our wifi is very slow all the time despite having two boosters and the M200 package and I believe this could have something to do with it. I have rung the helpline but have not been able to speak to anybody and it was no help at all. How do I contact someone to replace this box, or, complain about the consistent lack of fast internet despite our paying for M200 and two boosters. 



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