For what my opinion is worth, you need to get stuck into VM. The following web page is relevant.
http://allyours.virginmedia.com/html...and/speed.html
They make these two statements:
A different league
Honestly, who can you rely on for a whizzy broadband service these days? Well, according to recent studies, nobody quite measures up to Virgin Media fibre optic broadband. It's in a different league compared to standard broadband, which comes down a copper telephone wire.
Speeds explained
We use the term ‘up to’ because download speeds are affected by things beyond our control. For example, the website you’re on, the number of people online and your computer spec. With Virgin Media you’ll get much closer to the broadband speed you pay for.
Their headline statements, in your case, are patently untrue. Eiether they fix your service or they change their untruths. 3 Mbps is nothing near close to the speed you pay for. 3 Mbps is worse than copper telephone wires in urban areas that get close to 8 Mbps or more.
The CEO's reprersentative is wrong, knows he's wrong and, provided you make a note of the conversation, replay it to them in an e-mail, go throughh the complaint procedure - you can take VM to the CISAS or ISPA and indeed the ASA to get them caned for their disreputable behaviour in your case.