Unfortunately that's the first red flag when it comes to any business. It's called giving you the run around.
The longer they do it, the longer they retain your contract value, and ultimately your money. It's frustrating, but at the same time Virgin are relying on such old wiring for their network that they literally can't do anything until it's all replaced by fibre cable in the next 5 years.
Unfortunately for them, BT will have installed a large amount of their full fibre network and will have lapped up all the frustrated Virgin customers with plenty of discount offers.
Glad you don't have to suffer with this any longer and theres a suitably fast replacement in your area! No more pain 🙂
This is the last 24 hours, the packet loss is at least consistently showing up on the graph now. Unusable for gaming, but I'm (stupidly) going to attempt to play the Diablo 4 beta later tonight. I expect much rage and disappointment as I die over and over again due to the uploaded packets not leaving the area and Blizzard's servers seeing me as idle.
If the engineer is unable to fix this at the weekend, the packet loss that is (variable latency is fine as long as the damn packets get to where they need to be), then the complaints dept will be getting an earful sadly. I expect to be on old slow BT FTTC by the end of next week going by other users experience on here.