@Jus7M3 wrote:
the technician came and said that the hub gets way too hot even when not in direct sunlight... also the box outside was only for 100 even tho our contract is for 250... he also said to call customer service and report these problems and that we shouldn't be getting speeds lower than the half of what the contract is for, so the minimum we should be getting is 125 but even when the technician checked it was still low, around 50-70... it has been like that for several days and the lady that was talking to us over the phone said the half speed guaranteed isn't true, there won't be any compensations and then hung up on us by saying something "chod" in indian...
So basically, the technician came around and did nothing other than say that the hub was getting too hot (did he or she offer to swop it out?), and the box outside is only for 100, which is complete rubbish and you were basically lied to, I guess he or she just wanted to get away early!
The minimum speed guarantee is true, it's roughly a half of the rated speed and I believe if you fail to hit this for 30 days and VM are unable or unwilling to fix it, then you can leave without any penalty. Not too surprised that the offshore call centre staff might not know that, they are often poorly trained, robotic script readers on whatever passes for minimum wages in India or Philippines, who regularly lie just make stuff up when faced with anything which can't be fixed by 'turn it off and on again'. Actually swearing at a customer is a new one though, I have to say.
Call VM back, follow the options for 'want to leave us', which generally gets through to a UK call centre, explain exactly what has happened and see what they can offer to do for you - they generally have more leeway to deal with issues. You might well have to go through with actually finding another service provider and really leave VM.