If at first you don't succeed..
When I first got my VM connection, I was pleased as punch. Coming from an 8MB connection, the extra speed was a pleasure..when it worked.
For months after signing up, in the evenings and even in the day time, packet loss would soar along with ping times. Download speeds would drop to less than 1MBPS on a supposed 100MBPS link.
It took approximately three weeks of calling support agents in order to get the issue fixed - turned out it was a hardware problem on VMs end. The problem was, every time I called back I had to start from the beginning again, usually with an agent abroad who had no intention of elevating my support request, even though it had already been elevated in a previous call.
My advice - keep calling up. If you don't get through to someone in the Scottish call centers, hang up and try again. They are the ONLY support personal in VM that are willing to even listen to what you have to say. Every time I got through to one of them, within 10 minutes I was talking to the correct support level, and eventually my connection issues were resolved.
Anyway..yeah..VM support leaves a lot to be desired!
Biting the hand that feeds IT
