I called up to discuss my broad band speed. Yesterday I was upgraded from M350 to M500. But my speed has *dropped* from ~375Mbps to 280Mbps. I’ve rebooted my router three times to no effect.
The first agent said there was no issue and transferred me to the tech bar team. There he identified a ‘speed issue’ and transferred me to the broadband team. They were doing some investigations and the call was cut off.
I tried to reconnect but I couldn’t get through. On the chat service I was basically told there are no agents to help. I went to complaints and the person there replied by sending me a link to ‘My TV is broken’, which is the wrong service and the links doesn’t exist anyway, and the refused to say another word.
I just want the service I was contractually promised and while 280Mbps is more than the minimum service guarantee, if the service level on M500 is *worse* than M350, I want to go back to M350.
Seemingly VM haven’t recruited enough agents to actually help it’s customers. Even finding a number to call on the website is nigh-on impossible. It just keeps taking me to areas where it runs tests and they almost always say ‘we can’t run tests right now, try later’
The twitter team told me to post here as the last attempt at getting someone to help.
I’ve been a customer for over 20 years and I’m seriously this close to just giving up and leaving because there’s no one to help.