Based on my experience with them I'd say that their service is GARBAGE - especially when you have to call their Helpdesk... Their infrastructure is old and poorly managed and the equipment supplied just can not handle the usage of MODERN HOUSEHOLD! Just walking around the town will give you an idea how bad some of the cabinets are - Tells a lot about ASSET MANAGEMENT or lack of it....
I am on 1Gb connection as I am heavy user (we got 20+ devices connected to their Hub5 - ranging from 3 consoles, PCs, laptops, mobile phones, bulbs, thermostats and so on) and very often PING/ Latency spikes reach 100ms on BQM, PS4. Initially I thought its my console packing up but took it to my brother's house where he has BT FTTP (proper fibre straight to the house) and the same game on the same console gets PING of an average 14ms - I am talking about Telemetry Meter on Warzone 2 stats) Gaming experience is totally different on his comparing to my broadband.
Connection during my GOOGLE MEETS/ and MS TEAMS calls are always poor - never had that problem while I was on BT FTTC in my previous house.
The guys on the forum will give you best support and I wouldnt even waste my time on calling their helpdesk; but even they have to follow some very strange process where you being asked multiple time to do PIN HOLE reset on your hub every time you get to contact them ....
In addition to getting high PING spikes while internet usage at home is high I also get same high spikes while everyone is asleep between 2 and 6 am where most of our devices are turned off... so what does that tell you? On the other side I will get a day or two in a row where spikes are at most 40ms on BQM and user experience is much better so its hit and miss. In my view nothing has changed at VM from when I left them back in I think 2008/ 2009. Their service back then was poor and still is. I used to get random disconnections back then - like I am getting now. Their customer service sounds ok - I mean people are nice and polite but nothing ever gets done PROPERLY.
Their new HUB5 is much better than the previously used by me HUB4 which was showing regular drops every half hour but there is something very strange about this HUB5 all together. I run it in their standard recommended mode and can't get to load comments on FB or YT reels at all. Every time I turn on the NETFLIX on my TV now, I have notice saying that there is connection error - so I have to keep switching TV on and off for few minutes until it suddenly starts working....resetting the hub makes no difference. Of course you can separate the 2.4 & 5 GHz networks but if yuo need wifi pods like me - then you have to use their equipment in the default mode.
My next step is to get the PROPER ROUTER and try running HUB5 in MODEM mode after that I am waiting for BT FTTP which will be rolled out on my street within 2 years and I am off and will never be coming back. An example of the company that advertise Sh%$t as GOLD to sell you anything - once you are on the hook - you in for the ride...very random ride...you might be ok or you may end up in the same boat as 1000's of users registered on this forum.... GOOD LUCK
You got your cooling off period so use the f%$&K off this connection - I mean connect everything and use it heavy! Start BQM
