They don't even know where their fiber runs
TLDR - VM Staff on the ground appear to be competent and friendly. Back end systems not so much. In my limited assessment, VM are less reliable than OpenReach supplied providers.
My own personal experience of VM:
When I first moved into a new build house, on the site of an old commercial premises, I enquired with VM if they could service the property as BT FTTC was not quite ready yet. I could see the VM fiber ran most of the way down the street, and also along the road bordering the other side of my new house, yet it stopped short about 70m from the pavement at the front; I was in a dead zone. None the less, I called VM and they assured me I could get the service, until an engineer turned up, looked at the same ducts as I had and said sorry, no way.
Fast forward through five years of receiving VM begging letters desperate for me to become one of their customers and I decided to bite; after all they can hook me up no problem!
So I make the call and after spending 30 mins or so on the phone negotiating what was actually a very good deal, I insisted they send an engineer to confirm service availability before notifying my current supplier of the switch. Two days later a very nice chap turns up in the dark, so armed with torches I take him on the guided tour of VM cable runs around the property and he agrees with me; it's a JCB job to extend the cable run to the property.
I phone VM the next day to explain, yet the chaps in Mumbai insist it's all still good for the agreed go-live date, so I figure I will just chill out and kick off for compensation if / when it all goes wrong. A few days later, some blokes wearing Hi-Viz and armed with a mini digger appear up the road and start digging up the pavement; this is looking promising!
At this point I’m convinced, beyond all expectations, that VM have sensibly decided to extend the fiber run down past my house, probably influenced by the current building of some 200+ new houses just a little further down the road. But no, of course not. What was I thinking?
So I get a phone call the next evening to inform me that despite having already dug the trench two thirds of the way from the existing fiber termination to my house, this was simply an ‘investigation’ and that extending the VM service to my property was not ‘economically viable’. Never mind the other six properties they dug past on the way which are also now potentially missed sales, or the fact that to deliver services to the 200+ houses on the new estate they will have to go past my house anyway....