I recently had to contact VM about my speeds as I was having some issues with my wired connection, I did the usual reboot everything to try and rule that out and decided to call them up.
I was waiting on the phone about 5 minutes (not unreasonable) and spoke to a lady, I'm assuming from India, who listened to what I had to say and straight away found the issue (turns out my ethernet cable has been damaged).
Overall, the experience was exceptional.
My family have been customers since the NTL days and have had several experiences over the years with dealing with tech support, most of the time, we dread calling up as we're always asked to repeat the same trouble-shooting steps that we have done prior to the call.
Well done to VM for training their staff to not only listen, but not to fob customers off!