Hi Kath,
Thanks for getting back to me!
"Usually the engineer would raise this up and then the networks team will check the capacity in the area and go from there." Yes, this is exacftly what happened. The engineer raised this up by calling the networks team in front of me. The networks team confirmed (over the phone to the engineer) that there was insufficient capacity in the area due to overutilisation, consistent with my Broadband Quality Monitor. He told me that he had organised with the networks team to install additional capacity. If, as you say, "nothing has been scheduled", can I take it that Virgin is unable to install additional capacity as I was promised? And, if so, can you let me know the best number to call to cancel my contract? I'll be switching to Vodafone, who offer the same speed for a lower cost per month. Thanks!
I don't know what another engineer visit would do. How would it be different from the first? If, as you say, nothing's been scheduled, wouldn't they just find exactly the same overutilisation issues the first engineer reported? The engineer removed an unnecessary attenuator from my router which your installation guy had put in when first installing it, which may explain the power levels.
Kind regards,
Will