Here's my superb results from CT16 area (Temple Ewell) but would be similar in CT17 (Dover) as on River Delta CMTS - being mapped day by day for future use in any dispute with VM/CISAS
Its Vivid Gamer 200 (profiled at 230mbps in the modem config):
Notice file downloads in a web browser (single thread downloads) in GREEN around 2-8mbps at most, BLUE is upload which was static until end of June and now 3-6mbps in PEAK, and YELLOW for multi-thread which should display 220mbps (like at one time it always did).
Whatever way you look at it, my service is severely under what I am supposed to get, along with hundreds of other people in this large catchment area. The amount of money VM take each month is not severely reduced however. VM always seem to managed to take the correct minimum amount each month, they never undertake....
They really have no clue about the service they provide.....this is today's message from them......
"With awesome Virgin Fibre, you've been able to stream, game, listen and watch to your heart's content. And if you download our Virgin Media WiFi app, you could enjoy smooth, speedy WiFi out and about, at 1000s of hotspots all over the UK. Go you..."
Fergus: the process is actually fairly simple but you have to take ownership of it (they will never offer a reduction themselves). Get through to Customer Retentions, complain strongly, mention that if you are not properly compensated then you will request a Deadlock Letter and forward this + complaing to CISAS. Factor in loss of catch up services etc (if affected). Do not ever accept their standard £10 reduction - you're looking for something that properly reflects your inconvenience.
I have made a fuss and someone come out turn a knob in the box or phone someone and for a week or so I get great internet. Then Virgin think I've stopped keeping an eye out and they put it back to bad.
Because Virgin can get away with it, it will. I think your Number 1 is spot on. Number 2 aswell because lets cut costs, cut good people, employ cheap and keep the profits. Sad but very true in lots of bussiness now.
I just managed to get through to VM on the phone, and they told me to reset the hub (Super Hub 2) to factory settings - and perhaps they did something on their side, too. After that, the download speed went back up to what it used to be, over 70mbps.
Perhaps they have pushed a bad firmware update to my hub, I don't know. (I didn't touch the hub's settings for over a year).