Not sure how to upload a pic here? But the text of the email is pasted below. Also I have a transcript of the live chat that told me I couldn't have it then could then dropped me (conversation ID: f8ed8e0e-8b52-4f3c-9f95-a6523c3ad6ba) can also send that to you if it helps. I have since been to a store and got a new contract with the outdoor hub and it works really amazingly (so far) hopefully continues to after the cooling off period. Email txt: Hello,
We're writing to let you know about some network changes that may impact you.
Due to a reason beyond our control, a mast in your area is no longer operational. As a result, you may experience a change in the 5G Home Broadband availability in your area. We're sorry for any impact that this is having to your service and for any inconvenience this has caused. As you have a 5G Home Broadband device, then this means that you'll still be able to access our 4G network, if that's what you choose to do, and our technical team are here to help with getting your device optimised to receive the best possible coverage in your home.
As the mast will no longer be in operation from the 6th January 2025, we understand that the service you may receive may be impacted. We hope it won't be, but if you are impacted, and would like to cancel your service, you can do so without incurring a cancellation charge, and we'll refund any billing charges that you've paid over the impacted period too. You just need to contact us by 5th February 2025 letting us know you'd like to cancel your plan. If we don't hear from you by then, we'll assume you are happy to continue your plan.
What do you need to do?For full details of ways to contact us, including Live Chat, go online
