@caloth whats our stance on not paying for broadband / cancelling contracts - how long does it have to go on for before that is an option?
Unfortunately this performance problem doesn't entitle you to stop paying (that's a very bad idea), and in terms of cancelling, it depends on how long the problem has been going on and how long since VM were notified by you (if somebody else tells them, that doesn't have a bearing on your rights). Obviously if you're not in a discounted fixed term contract then you're free to issue 30 days notice now. Faults do occur, VM can't fix damage instantly, so there's no case for compensation or release from contract for problems lasting a few days to perhaps a couple of weeks.
Whilst there's no specific definition of "reasonable", Ofcom codes state that you can leave any contract penalty free if VM won't resolve problems in a reasonable time scale, and the Consumer Rights Act says services must be provided with reasonable skill and care. I'd suggest 3+ weeks stretches the definition of a reasonable time scale for a telecoms provider, but that's only my view. VM will not want to lose customers, so you'd have to raise a formal complaint seeking compensation and the fault fixing by a given date, or release from contract without penalty if that applies, VM would reject that and you have to escalate to the industry arbitration scheme CISAS - all of which is slow, and would probably take longer than VM will to fix the fault.
So my thinking - ask for compo (and escalate) if the problem's lasted weeks after YOU notified it, otherwise sit it out. In either case keep paying the bills. But when your contract comes to an end, remember this, and take it into consideration as to your best option.
