I'm on the VM350 package, broadband only. In the three years I've had to contact support twice, on both occasions it was an absolute nightmare. I use modem mode and this only complicated matters, support is obsessed with wi-fi, and they don't understand modem mode, they think all problems are wi-fi related. When asking to be transferred to someone higher up (IE level 2 support) I got transferred to all sorts of irrelevant departments. Then you have to phone and start all over again. If you have an ongoing problem, you have to start all over again each time you ring up, support seems incapable of picking up where we left off the last time, so round and round you go.

In the end I got the problem sorted via the forums, still took a while though and more than one engineer visit - felt like the first one just went through the motions, the second guy was really good and listened.

Our area is only 3 years old, and it's all fibre, no coax, speeds are very good, I never have any slow downs.

It's just the very poor support, I'm hate the thought of having an issue and then having to phone them. The other problem is the price rises, just had a 12% rise, and in a couple of months my £15 discount ends, so it will be time to do battle for a decent price, last time I had to give 30 days notice.

Value is only good if you can negotiate a decent price, otherwise it's expensive.