I'll wager that they haven't told you you'll get the next week's crappy service free of charge, plus a refund for the weeks of poor connection and the ineffective customer service?
I would advise that you start writing down the history here - background, when the problem started, how that affects your connection and what you want to do with the internet, when and how many times you've contacted VM, how the company has reacted, what you've been told, any technician visits, any rudeness, telephone disconnections, promised call backs or visits that may not have materialised. Do this in as much detail as you can, because at the moment I think you may have to open a formal complaint that should ask for VM to resolve the clearly evidence fault on your connection, and compensation for the poor connection that has been going on now for many weeks, plus compensation for the poor and ineffective support. If you do choose to raise this as a formal complaint I would expect it to be handled to the same standard as VM perform other aspects of customer service, so set your expectations accordingly. But the real reason for raising a complaint with VM is not the expectation that the company will handle the matter well, but because it is an essential requirement before you can then involve the independent arbitration scheme CISAS, who will review the matter in detail and then issue a judgement that is binding on VM.
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