This completely contradicts what your advisor told me before, as I said to you in the private message. This is switch and bait behaviour to get me to stay with Virgin Media.
I discussed the number of devices with your advisor (many of which are on standby/passively connected) and your advisor said that my connection speed package would not impact my service and advised me not to upgrade. He said he would forward my case to tech support to look into things further. That has not happened.
As other customers have experienced, I suspect it is the quality of your router and the general connection which is the issue. As I said in my private message to you, I have sat right next to my router with limited devices connected and the line speed is not as is advertised, and the connection often drops out.
This coupled with the stress you have caused with not honouring the offer that was made to me by your advisor (I had to contact you and push you to honour it), amounts to a mess and a continued appalling customer experience.
Please do not close my formal complaint as I want this customer experience and my connection to be looked into, as was promised to me by your representative. Lots of promises made, but failure to deliver.
Funny thing is that I've had a connection with BT before that had a lesser speed, same number of active and passive devices...and I never had these issues at.
Disappointing.