BB speeds are only guaranteed on ethernet cable connected devices - is that how you are testing or only on wifi connected ones?
Every supplier has issues from time to time. If there is a 'known problem" affecting multiple users they will never send out Tech visits until that is sorted (makes sense!). So the first thing is to check for those issues.
As well as trying the “check service,” Area status webpage" (link at top right of this forum), also try the “free & automated” Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level. These may not be listed on the Area Status web page (Areas are not “Geographic” they are billing areas) as that usually only covers faults affecting 1000’s of customers) so phone may give you more info, but even that wont cover problems affecting just a few customers.
The "compensation "timer" can also be started on the 0800 number. This is for complete loss of service
https://www.virginmedia.com/help/automatic-compensationhttps://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.