I dont think VM is rubbish, but they have got a bad name with the people they have had working for them. If its not TS for broadband its the sales people, who seam to push what they think is right, rather than what is right.
Everytime you ring, you get a diffrent reply ! and that person will say the other person is wrong AND he is right.
He/She is only right if you like whats being said
else blow them out and ring up again and get someone who knows even less