I'm with you on this one FyberOptyx,
I had been on the 20mb service for months before I discovered that my old modem was not able to provide the service. I had put my slower than expected speed down to the network being busy. Once I ordered the new modem it speeded right up (10M up to about 18+M).
At no time did they tell me I might need a new modem. They must assume everyone reads the site and will have found the link to check if you need a new modem or not. I only found this link after doing some research to try and find ways to speed up my internet.
This means there will be a large amount of users out there on the 20M service who don't actively check their net speed or read all the Virgin Internet webpages. Thus they'll be paying extra for a service they think they're getting, but they're not! I bet there are thousands of users like this.
So at the minimum Virgin Media should tell you when you order the 20mb service to check your modem, ideally (if they were half organised) they would have a record of which modems all their customers have and send out a new modem automatically if you need one.
On a separate note, they didn't ask for the old modem back. Do you think it's worth anything on eBay?
