Quote:
Originally Posted by oscarandjo
I asked if I could raise it to someone higher, but he said he's not been able to refer calls to a manager for "months".
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He's definitely fobbed you off. Phone back up and tell them you want to
raise a complaint. This is not escalating to his manager, this is raising a complaint within their official internal complaints system.
These complaints must be reviewed as OFCOM look at them and the complaints team have various powers retentions do not.
Once you get that far, Virgin will want to close this complaint asap - don't let them until you get a satisfactory result, which in real terms is either some money back off your bill or a change to a package that makes more sense or both.
As said, 400Mbps doesn't exist so that's not possible but they certainly could put you on 350Mbit and give you some money back to make up the difference.