My internet is VERY slow, sometimes webpages never respond, using the Superhub or whatever it is called. Rang Virgin Media, he didn't even ask who I was or check who I was.. he made me do ping test on router, it failed "Definately the router, I will send replacement" I questioned this because I clicked start test again, it worked fine, he replied "I can assure you, it is the router".
Was not convinced so rang back just had to wait 50 mins to get through, loud speaker lol, anyway she said no reason to send replacement router but the "only resolution to this is to get an engineer there", so booked for Thursday.
Their customer service is not that great but hopefully just a one time thing.
However 2 doors down from me got VM installed, problems started since then, told them this (both advisors), that bit of info appeared to be ignored.