VM. BB speed change = new contract?

Retrovertigo

Originally posted this in the VM sticky, but I think that thread is getting overlooked

What's VM's policy when changing packages?

To cut a long story short; I had no end of problems here in Manchester with my internet connection. Just over a year ago they offered to put me on 50meg for the same price as the then 20meg package.

However, the discount they had been giving me has now come to an end and they won't renew it as they claim Manchester is "fixed" with no over-subscription problems anymore (yeah right, I have screenshots of my speed tests of an evening to prove it is still as bad)

Now, I have two options. Suck it up and pay for 50meg from now on, or go down to 30meg instead to keep the current price I'm paying. However, despite the 50meg price being £35, they want to switch me to the old price of £38 (which I have never paid since having 50meg)

Alternatively, when I asked about switching to a slower speed when on 20meg (because it seemed pointless paying for 20meg when I only ever got lower than 10meg) they wanted to put me on a new contract and wouldn't budge. Although when switching me to 50meg they didn't put me on a new contract at all.

I am in contact with someone on the twitter team (who has been great I have to say) but they are away now until Tues obviously, and I wanted to be clear on what my options would be before they get back to me as my bill is due very soon and I want to know where I stand before making contact with them again next week. I also think there have been some policy changes within the twitter team as where once they were bending over backwards to help - now they are just "presenting me with options", none of which seem designed to keep me onside as a customer.

Like someone above, I tried the whole canceling thing a couple of years back, and they were happy to come collect my equipment, which is crazy when you think they actually make more money off people like me who only have single services. I should be exactly the kind of customer they want to hang on to!!

Thanks