[Sephiroth]

Ah - the customer loyalty thing. In my experience, they play this entirely by ear; as the wind takes them.

You could bluff them into thinking you'd take Sky Fibre/40 or similar (you'd need to check prices). It is certainly worth pointing out that your downgrading to 30 meg gives VM the opportunity of selling another 30 meg service without degrading the area's performance and certainly earning them more than th difference in price between 30 meg and 60 meg.