It's a 1-2 week response time from virgin. You need to ring up if you want a quicker one.
Cooling off period is 14 days.
The upload being as crippled as it is would point to the cause of your issue rather than over utilization (currently). If you call up see what they say is the issue.
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Actually after the first few days it's been OK. I initially had 2 days of great speeds, 2 days of very poor speeds, but then good again ever since. Generally 70-90 down and 6 up. I was getting 0.2 up on the bad days. Ping is around 6-12mS.