The field technicians generally don't look for over-utilisation issues, and they certainly can't fix them because to do so involves detailed capacity planning and potentially expensive changes. Some techs understand the over-utilisation issue, know what a BQM is, and will tell you what they think, others may not know, and may be less interested. And if the power and noise levels are in range, and the speed's deemed adequate, they may well insist there's nothing wrong.
Additionally, 12th Feb is the last day of your cooling off period. You may not have sufficient evidence to conclude whether the problem is fixed on that day, and even if you do, if you can't get through on the phone (VM's telephone performance is not at all good), then you may end up with the company refusing to release you because they say you haven't cancelled in the 14 days, and are now locked in for 18 months. Consider this carefully.
As I say, over-utilisation could all sort itself out when lockdown ends, that could be 2-4 months away, and in a few areas even that won't completely fix things, unfortunately there's no way of telling, and VM seem incapable of accurate (or indeed any) communication on these issues. Even if there's a fault reference for over-utilisation and a fix date, VM utilisation fix dates seem to exist in a separate universe to any plans to actually make the expensive and complex changes to increase capacity, so you should assume that any fix date will not result in any change. A pity - when VM works, its fast and mostly reliable. When it doesn't, it sometimes seems that every element of customer service has been designed by management consultants recruited from the North Korean government to ensure the most exquisitely infuriating customer experience on earth.
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