Terrible experience with virgin media

I never applied for total loss of service because every person from virgin media said it wasn't a "total loss of service", they said that severe packet loss didn't count because technically I still had an internet connection. I also wasnt informed about the repair, the last technician left promising he would escalate the issue, I know they did work on the infrastructure because I saw virgin media engineers working on the street and then the issue was fixed. No one from virgin media ever contacted me about the issue after that and no one at virgin media who I spoke to even acknowledged the issue. I only found out it was fixed because I was monitoring the packet loss on my network and I saw that it was fixed.

I think I will try and make a formal complaint with them now.