Morning Lisa.
Although I'm not Richard I may be able to help you, if you can send me a private message with your account number and are code/postcode and I will look into this for you if you could also include the serial number of the new box you have installed that would be great.
To send a PRIVATE MESSAGE please hold over my name until the option send message pops up.
Zoe
If I've helped in any way, please give me Kudos and mark my response as a helpful answer!
Fancy £50 off your bill? Ask me how and you might just get it!
I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such
Here to help! I'm a technician helping out whilst working from home. Find out more