I've been directed to this forum by your Twitter team, after being lied to on two occasions by the team on the phone.
My 70Mbps connection is down to 4 or 5Mpbs during peak times, aka whenever I'm at home and awake. I've done multiple modem resets and all my speed tests are done wired and I'm getting really fed up with Virgin.
I have been told it is a contention issue, which is particularly frustrating, as it isn't too long ago since I had the same issue, also due to contention - if you can't support your existing customers, don't keep signing up new ones!
The times I have spoken to customer service, I was told (on the 24th January) I would get a call back from the networks team within a few hours - I'm still to get that call. On the 3rd February, I was told an engineer would be out on the 4th February, so I waited in all day, no sign of an engineer. Broadband connection is still unusable.
At least when this happened before, my bill was reduced to compensate for the unusable connection. This time I'm paying more for a "faster speed", yet I'm still paying the increased price, but having to use the hotspot from my mobile if I want to get online.
How can I get this sorted so I can use my internet connection again?