I've been a Virgin media customer for approx 8 years, and have generally been really pleased with the service.
A week ago (Saturday 14th) I upgraded my M200 broadband to M500. I only have broadband and phone from them as a service. The original sales person said the speed will increase within the following 24hrs (Sunday 15th).
That didn't happen, and still had the M200 speeds.
Called on Monday, told there that it hadn't be set up correctly, but they had then resolved it and the speed would now increase in the next 24hrs.
There was no speed increase, called back on the Tuesday, was assured the speed increase had been booked for that day, so should wait 24hrs.
No speed increase on Wednesday. Called and got pushed through to 3 people, sitting on the phone for 1hr 20 minutes. The final person said the previous service staff had not correctly activated the speed increase, they then assure me they had corrected the problem, and the speed increase would be guaranteed in the next 48hrs (but should be in the next 24hrs). As expected, the speed increase has not happened.
From what I think I'm seeing, the new config does not seem to be pushed to the router (superhub 3.0). This is really frustrating as I've previously sung the praises for VM to friends as I really have always hit the advertised speed (if not exceeded it most of the time).
I'll be calling again today, but not holding out much hope, just wondered if someone with more knowledge could advise?
Over the past week I have also turned the router off multiple times, as well as performed full factory resets holding the reset button in for more than 60 seconds. This morning I did a full power cycle removing the power for 10 minutes and the above stats are what the router is saying