Lost 2Gb upload add-on due to contract renewal

Several weeks ago I contacted VM due to going out of contract. I originally had 2Gb download, 2Gb upload (aka with the upload add-on).

As I've had severe issues with VM Customer service before I went in adamant I would triple check everything through, and I did. All I wanted was to remain on the same package - but with a in-contract price - pretty simple. Instead I was lowered to 2Gb/200Mb.

I've subsequently contacted VM with extremely weird replies from their agents - one tried to claim you only get the 2Gb upload the day after you needs more than 200Mb upload... really weird and would make no sense. Another person claimed it must be my side as they see nothing wrong on theirs even though I'd had 2Gb/2Gb for over a year with no issues on the connection but when I renew it goes to 2Gb/200Mb, so I appeased him and restarted everything - and of course, still 2Gb/200Mb. I've since opened a complaint and was asked for a time for contact - I gave them a time, and of course... no contact since.

I'm at a loss where to go from here, I've sent another email to complaints but the fact they didn't reply to the last email doesn't leave me with any hope - and calling leaves me with even less hope as I have had no positive experiences when calling VM.

All I wanted VM to do was renew my contract and not change my package, it should have been very simple. I even informed the agents that they'd sent through an email explicitly saying they removed the add-on - which I did not want them to do, but then they are still claiming the package I'm on is 2Gb/2Gb when I have very clear evidence it's not.