I'll try and unpick this:
1) Speed upgrade. No, don't do it. If the line isn't working properly now, asking it to perform at higher speeds is a recipe for trouble.
2) Unanswered complaints. Visit the CISAS web site, and escalate the complaint according to their rules. If you don't have a "deadlock letter", then eight weeks has have elapsed since your first complaint, but there's good customer guidance.
3) Package upgrade without permission. If this is the subject of one of those complaints, then no further comment, if it isn't, then a few more details about how this seems to have happened? VM could unilaterally give you (for example) a free speed boost so long as there's no new contract, anything with a new contract requires your agreement.
4) Setup a BQM, that'll show what's going on with your VM connection. Post a link to a live, shared graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can do that immediately.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks