I am very happy with my broadband speed and consistency, it has never been a problem in the 6years since joining VM. However, their customer service is dire. I needed a replacement router, it was showing a red light and overheating. I spent 10 hours on the chat line getting nowhere. The following day I rang the 0800 number, complete waste of time, you will never get through. So I rang the UK number and asked to be transferred to cancellations. After 10 minutes they answered, I explained the problem and gave them 2 options either send me a new router or cancel my contract. The new router arrived the next day. Cancellations seems to be the only department who have any authority to help you. I did the same thing when my bills increased. Don't bother with anyone else, just tell them you're going to cancel. It's a sorry state of affairs when you have to resort to these tactics.