Hi.
Had pretty much similar problems and had same responses since the same time as you. Except I'm in the L23, Liverpool area!
Net went dead at 1210am Wendesday (So very late "tuesday" like you).. Phoned VM 6 times last night. Spoke to a few helpful people, and net is now just very intermittant.
Got a phone call this morning saying that the cable light on the modem was flashing (again).. So I'm guessing it's lost it's lock (again).. So whether they are working on the issue who knows lol. Been through the whole there is a major server problem conversation with them... Someone gave me a 16hr fix quote lol.. Right. Helpful. Well 16 hours are up now and it's still not fixed
. When the internet was working incidentally, I was using nslookup fine (though wouldnt connect to any websites) and tracert was fine... Though ping was INCREDIBLY high on VM routing servers. Every 5 minutes for 30 seconds or so the internet was usuable so I could surf a website. Not too helpful
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Persevere with them, I got some discount for my troubles
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But yes, will be phoning them again tonight if I still have an issue/no internet. I have recently started an OU course, so naturally the internet is a necessity!
In general I find the Indian call centres to be 50/50. Sometimes they are determined not to listen to you (very important thing being part of customer service) and start going through a script. I had the guy on the other end of the phone last night try to explain to me what upstream and downstream is (This was because I was telling him I had downstream lock and no upstream lock).. There was no need for it, but that's just their script - just say yep yep yep.. hang up, phone again, which is what i did (and ended up speaking to one guy TWICE). Other times though, I can't fault them and they have been very helpful.. Most of it I get the feeling is a language barrier and they tend to misunderstand what you say or just have very poor English so they follow their script so it crosses the T's and dots the I's and just listen out for keywords.