So we've been with Virgin for a long time now and do not receive any help over the phone, just repeated resetting of the hub (2ac) which does nothing. We're paying for 200mb although Virgin sent a letter saying we were upgraded to 250mb for free. Whenever we check the speed. we get around 100/104mb using the Ookla speed test app on iPhone and around 94mb on a laptop with wired connection. This has been the same for so long now. Also every time I choose the 'view your service status' and 'run a test' it says "we're trying to sort it out for you, check in 10 minutes" is this the issue, because whatever it is, it isn't being fixed. Any help would be appreciated.