Ask
Reply
Solution
.png "Moderator (Retired)"){kind=icon}
Hi @Number6, apologies for the delay in reaching your posts.
So we can check on the progress of your query, please confirm the reference number you received in the automated email response when you submitted your details to us (this will look similar to #12345678 and can be found in the subject line).
We can then update you further 
@Tash wrote:
Hi @Number6, apologies for the delay in reaching your posts.
So we can check on the progress of your query, please confirm the reference number you received in the automated email response when you submitted your details to us (this will look similar to #12345678 and can be found in the subject line).
We can then update you further
Hi Natasha
Ive gone through all of the emails I have received and non contain a reference number in the subject or anywhere else.
I have discovered that the problem I am having also affects the O2 service so clearly as you share the mast with them it is a mast problem. (A few miles radius of the mast and everything works fine).
I contacted your customer services on Sunday and gave them the details so they have now escalated it to your engineers. I was informed it will take 3 to 5 days to resolve so by Friday everything should be back to normal.
Besr Regards
Colin
Thanks for getting back to me @Number6.
I'm happy to hear this has been passed to our Engineers.
We'd like to monitor this for you - as you've not received a reference number from us, please try the following steps when submitting your details to our team:
- Clear your cache and cookies on the device you're using.
- Try a different device or send your email using a different web browser.
- Try an alternative email address.
- Manually type your email address into the box when prompted, rather than copy and paste and also include the routing code.
- Ensure your message is under 2500 characters.
Once you receive your reference number, please confirm this back to us
