I'm in the process of leaving VM as each business account contract expires. The actual product itself is generally ok, it's just that their level of customer service is absolutely shocking.
I can't speak about it's performance in SW London, so can only advise about their standard of customer service.
I've been with VM for over twenty years and have never known such a couldn't care less attitude than is prevalent at the moment. At one time if you were getting nowhere with frontline staff (as is so often the case in my experience- you're lucky if they can even speak/understand basic English if you get through to their offshore call centre), you could escelate matters to the office of the CEO and they were extremely competent in sorting things out. For the last year or so, even they are providing a sub standard service. It takes weeks or even months to receive a reply and then all they do is tell you to take matters to their regulator.
I have a neighbour who I advised to complain to the office of the CEO after he mentioned that he was at a loss as to what to do after repeatedly hitting a brick wall with frontline staff.
He did so and was simply told to go to their regulator. He wrote back asking them to sort it out themselves and actually received a letter in the post (which he showed to me) that said he must go to their regulator and that if he sent them any more emails that they would consider cutting off all his services!!! He's been with cable even longer than me and has handed in his notice with disgust.
I did suggest that he wrote another email to them and then he wouldn't have to serve his notice, but he wants some time to get Sky installed.
If they actually carry out this threat, it could be useful to those wanting to leave whilst still in contract though
This was in relation to a domestic account, but I can personally verify that the business side of their operation is just as bad.
If you are concerned about your data being protected, I can only tell you that VM recently left the details of 900,000 customers unsecured for anyone to access on the internet for nearly a year.
At one time, VM were the only company doing fibre optic broadband, but thankfully that's now all changed and various new companies have entered the market.
Hope this helps
