Having fun with VirginMedia

I have to say that I am not impressed with VirginMedia's broadband service at the mo. I recently upgraded from a 2Mbps line to 4Mbps. Unfortunately, the "improved" service has been running dog slow; slower in fact than my old 2Mbps connection. I've even visited a couple of speed test sites and the results were shocking to say the least. I, of course, contacted VM who informed me that:

"We have done a check on your connection and found that there may be a problem on your connection and more diagnostics need to be done to find the cause. Unfortunately, in order for us to help resolve these issues we will need to speak with you directly. Please call broadband technical support on 0906 212 1111, (lines open 24hrs a day 7 days a week - Calls cost 25ppm from a Virgin phone plus 10 to connect. Mobiles and other networks may vary) where an agent will be happy to help you."

I am not surprised that they would be happy for me to ring at 25ppm when the fault is undoubtedly with them. I haven't changed my network hardware in 3 years and I know it works fine. However, VM have reassured me that:
"You have nothing to worry about by us bringing in this line, as the
policy will be that if you contact us on this number, and the cause of
any problem you have contacted us about is due to a fault with our
service, we  will  refund you the cost of the call to yourself in full."
So, I guess I will be ringing their broadband support line and we will see what diagnostics they run and the outcome of this sorry saga. In the meantime, I am still suffering with an insufferably slow BB connection. "C'est la vie" with VM...