I have been with VM for nearly 18 months (so thankfully nearing the end of my contract period). During this time, I've had to contact their customer services on countless occasions...it feels I spend more time with VM customer service than I do with my own wife!!
The main issues I have are with my broadband service. Pretty much every day there will be a period of a few hours (usually peak times) where my supposed 30mb/s fibre optic broadband will give me no more than 1 or 2mb/s (if that)! On average, I reckon I get about 10mb/s. When I phone to report this, I sometimes spend hours on the phone, and they eventually 'compensate' me by refunding the pro rata monthly fee for the time I have a problem. This is not 'compensation'...it's a REFUND for services paid for and not received!!
I also have a Tivo box...at one stage, a faulty box took over 3 weeks to diagnose and replace. I was therefore without TV for this period.
I have raised a few complaints (both over the phone and in writing) of my experience with VM. I once had a letter saying that they had received my complaint and would contact me soon. This was 3 months ago, and still no reply.
Regardless, I am now a happier BT Infinity customer, but wanted to write my review and experience of VM and hopefully save some other customers from a similar fate!
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