The speed issue is never ending here. I frequently get 20ish Mb instead of 75. I had a new router becuase apparently the old one was a bit old and yet still the service is awful. It can briefly go off and that happens a lot. They told me recently that because of demand the service was swamped in my area so would be expanding the service. When they did the work I had to suffer outages and all sorts of irritation.
I try the chat line to report loss of speed and guess what, just like the broadband service it is either unavailable or no one is available to chat or it is evening and closed. Funny how the failures occur when no one is available. So I phone the next day and get told to phone when it happens. I would be on the phone every few days if I did that and when I do phone it is a long winded job and I have a life; they don't pay me to hold the phone to my ear for 30+ minutes!
When I do have time and I get through I get no real resolution to the problem. All the usual comments like reset the router. If you don't tell them they won't know but when I do contact them it makes no real difference; sooner or later the speed will drop again.
I pay for a service that I really don't get.
Apart from the speeds available there is nowt that makes me want to stay with Virgin.