[joglynne]

I had the same problem.

I did as Hugh has suggested. I made sure my formal complaint was recorded on my account - which I double checked the next time I called. I found an existing thread,which even then had been active for over a year!! concerning my fault so kept up with what was (not) happening. With a great deal of persistence I also managed to get a credit of over 50% of my BB costs.

It was a couple of years ago so I hope the credit is now given for a reasonable period. I had to phone up every month to get mine which was a total pain and the way the fault end date was extended over and over again made me think there would be no resolution. My credit was extended for 6 months as a good will gesture when VM eventually sorted out the problem over three years from when it had started.