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"Complimentay" upgrade 100/100

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I recieved an email the next morning after changing my address to my new house that I would recieve a complimentary upgrade to 100/100 internet for being a "Loyal" customer. Along with never recieving the additional speed, I have spent over two hours on the phone and online chat only to be told that the upgrade was not valid at the new address, even though there is no indication on the email that it is address specific, when it will expire or any other details. The email is signed by {edited for privacy}, who is not able to be reached. I am again waiting for a manager to contact me...


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