I havent yet looked at all replies yet so I expect you have had many such replies to your comment but I just wanted to add mine.
I joined Virgin at the beginning of August 2019 and to date I think I have had maybe 10 days of acceptable service.
I have a 40 page case file running with over 70 supporting documents which was raised on 09/10/2019 and to date not a single reply from Virgin.
My internet has been completely down now for 4 days straight and the only answer I get from customer services is " there is an issue in your area, our engineers are working on it and should be up again any minute"
Like I say, that 'any minute' (or 30 minutes as it says when you rune the online test) has now lasted 4 days straight.
The days I do have a connection I would be as well not having one as the download speeds are in the range of 0.001Mbps to 0.50Mbps.
I am full happy to share any of the documented evidence I have with anyone that wants to see.
So I am fully backing the op regarding not getting the sppeds or even the service you pay for.
Finally had an engineer sent out today. He tried the original router-- No internet. He then fitted a new router-- No internet. He then removed the attenuator from the back of the router (he said) and within seconds everything was running as it should so he reckons it was faulty and that has been the cause of the issues. I have had this complaint running for almost 7 weeks now and if they had just sent out an engineer at the start instead of insisting it was an issue in the area this could all have been fixed weeks ago. I still have my formal complaint mentioned by Megan running and still to date I have not had a single response. So I am just waiting on the countdown of days now to escalate to CISAS. I have already cancelled without penalty but feel I should still be compensated for the 6 weeks of downtime I have had.
lol cancel and take business elsewhere!!! You obviously know nothing about contracts. Once you are locked in it is not that easy to get out. I have now done so but had to wait until the issue had been going for a certain length of time otherwise I would have to pay some hefty early cancellation fees.