i had virgin since 2001 till july 2008, i have cancelled due to the STM they have in place and that has only started recently.

Apart from the broken promises, its not a bad service overall, if you are having the issue like you said that you are i would get in touch with technical support, hope fully they will be able to resolve thsi issue for you.

0845 454 1111, hope that helps, or you can phone directly via 150 if you have a landline with them as well.

Broadband should not be doing what it is doing in this instance, seems like they is a glitch somewhere, you are virus and spyware free i take it.