I called customer services and spoke to somebody. They kept insisting that I am on Volt 350, and that my speed should be 30 or 40 mbps. I said no I got a different contract after a phone call a few days ago. Then the person I was speaking to got quite assertive insisting that I was on Volt 350. I opened up my email and told her I had a different contract and she wasn't interested in listening to why I thought that and just kept shouting me down saying stuff like "i can see your contract on my screen". Eventually I managed to read her the detail of the contract which I received by email and she reluctantly went off to sort it out with a supervisor, and at present I am waiting for her to come back with some kind of response.
This explains why I consistently get 40Mbps, that is, because they reckon that is what I am on. In that chat I had where the speed went up to 250Mbps somebody must have flicked a switch to raise the speed, then when I restarted the router it dropped back to 40Mbps because that is what they reckon I am on.
And very annoyingly at one point the person I was speaking to said that all Virgin are obliged to supply me with is 40Mbps regardless of what speed I pay for. Is that right? Anyway saying that didn't do very much towards taking the heat out of the conversation.
She (CS rep) is going to sort it and call me back.
It looks very much like my contract has not reached the part of the company which sets up the speed limits. What really pees me off here is that I was fobbed of with excuses like "it is your equipment" and told it takes some time to "get paired on the network". And that I had such a battle getting the CS rep to even consider that possibility that I had an email confirming that I ha have a different contract to the one she could see on her screen.
(sorry to bore you with such detail I am taking screenshots for a potential complaint).
