Anyone would think that VM was doing me a favour by replying.
They are. In fact, we should be paying them for the fastest UK broadband speeds — that we don't actually receive — just so that we get the privilege of saying we get "up to" those speeds. That would be cool ... Oh, hang on a minute ... we're already doing that, aren't we.
"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016
"Oh well, as you've managed to credit my account in the past with no problems, and I can't remember what ever password that you're on about, just don't bother. I'm more interested as to my new review date. The paltry £7.50 per month that you give me back isn't worth me trying to remember some long lost password."