My experience in that the broadband and TV services are very reliable and thankfully I've rarely had to deal with poor-quality agents
So Roger, you are admitting that VM have ‘poor quality’ agents, which, like me, you have not had the misfortune to have to deal with, no?
Now I’ll accept that when the VM provision works, then it is absolutely fine, personally, I’ve not had any issues for years - but, it does appear that there is no ‘depth’ to the customer service support, ie if the issue is not trivial and can’t be solved by a ‘turn it on and off again’ response, then there doesn’t appear to be any escalatory procedure.
And in way this is all fine, as long as VM have decided that they will only deal with the, what 90-95% of support calls which can be easily remedied by following a script. But if your issue happens to fall outside of those parameters, well, then tough, sucks to be you, no? Because VM’s customer services model can’t help you. But do they care? After all, at best, you are probably in the 5-10% bracket, so, maybe it is economically advantageous to just cut you off rather than expend the resources on better support - who can say?