To get the issue escalated you'll need to submit a complaint through the complaint process.
Here's the page (scroll down to find the form): https://www.virginmedia.com/help/complaints
When you write your complaint, take a screenshot because they won't send you a copy.
The purpose of "technical support" is to delay you from opening a complaint. The only thing that motivates Virgin Media is a complaint. Once you open the complaint, the 2 month countdown starts, and at the end of that countdown you can escalate to the Communications Ombudsman (Which is a misleading name for an outsourced complaints-handling company that several ISPs pay to handle complaints, it's not impartial, they're paid by Virgin Media, and they will be biased in favour of Virgin Media).
You need to gather lots of evidence to prove that you're not getting the speeds you're paying for, and that you can't use the internet.
Set up a BQM: https://www.thinkbroadband.com/my-profile/broadband-quality-monitor
Take speed tests every day, and record it all in one big document (with dates and times noted along with the screenshots).
The important thing here is every time they call you or email you, you need to say firmly "do not close the complaint, the issue is not resolved". You will find that your internet might work fine for a while, but do not let them close the complaint. Hold the complaint open until it gets to the ombudsman, regardless of what they do or say.
Hope this helps.
