Hi
I have had the same issue when I was a Virgin Customer in 2018
I noticed that I was not getting the speed that was promised over a few months but this was getting worse around May 2018
I raised a complaint and was told that I will be refunded but this never happened. I had had enough at this point and cancelled my contract with Virgin.
When I went to other providers I was informed that a health and safety flag was put on the flat and have not have internet since then
When I called virgin media then told me that yes this was the case, so they offered me a contract and was charging me for speeds that they were not able to provide.
My complaint has never been resolved so far and Virgin media have gotten away with a breach of their contract for taking my money and not provide me with the appropriate service.
If anyone knows how to help me get the health and safety flag lifted please do let me know and I hope that Virgin Media will grow a conscious and do the right thing and refund the money that they have taken from me.
It has been a difficult time for me and my son who had to have internet connection at home during the pandemic and it just seems so unfair.