I see this all the time on the Virgin Media forums and it's something ISP's should make people aware of. Especially when users are now getting the VMO2 boost to speeds. A lot of the new 1GB customers complain they are not getting the full speeds on, in technology terms, ancient kit.
A bit of PR around managing user expectations would not go amiss.
I do believe Virgin try in a few pages on the site although it's too basic to explain why. I know they try and explain when you call them however the person who you normally calls assumes there is no fault and always blames the user, when a lot of the time isn't true.
I know they say that to me when i call about congestion issues, nothing to do with the router, but no its always lets swap the "Hub" as it magically solves all the lack of capacity everywhere from my house to the data centres.
Everyone says to me why don't you change provider if its slow WiFi instead of running ethernet and cables and the moment that phrase is said it deeply saddens me. They go I'm with provider "(BT)" with 36Meg down and 10 Up and i get signal at the end of the garden at full speed so why can't you get 100 meg in your whole house, i explain, they then go change to BT. I'm like, i know you get commission for every sign up but unless they do ultrafast then theres no way, especially if the prices are not competitive.
Its a big cycle of people not understanding the basics, trying to explain processors is a whole level of complexity on top. It would be nice if people didn't think virgin lied when they said WiFi is slow and unreliable. It would also be nice if people didn't think WiFi was their internet connection speed then we might get closer to average consumers understanding.