@sandraholds after all this time you need to assume that VM, as an organisation, don’t value your custom, aren’t interested in your needs for broadband and are basically saying, ‘do one’.
Now having said that, individual employees especially those on the forum staff, do seem to be caring and really wanting to help you out but are frustrated by the hopelessly labyrinthine set of outsourced providers and disconnected procedures that seem to pass as VM’s systems. But having said that, it’s probably cheap and that’s all that matters really isn’t it - you can’t get connected, well tough who care about you?
Now I’m all for giving the benefit of the doubt but after all thus time it really is taking the p’, assume that VM don’t want you as a customer and start looking elsewhere. After all they are prepared to treat you like this before you even are a customer, so how are they likely to behave when you are, and locked into an 18 month contract?