Well perhaps Virgin Media should be clearer in their terms and conditions. Nowhere does it say that wait times on their holding system are excluded from their customer service guarantee, making it wide open to interpretation. Not one person I asked said to me 'hang on, wait times are different from customer service', they all said, 'that's very poor customer service'. So if all the people I asked think wait times are part and parcel of the customer service experience, then my guess is heck of a lot of other people will think that too, and Virgin Media don't inform you otherwise.
General belief doesn't make things true, especially not in a legal sense. Perhaps it's because I've seen the other side, but wait times and customer service quality aren't related, excessive wait times are totally seperate from the service you recieve when you get through, they have different root causes and wait times can vary dramatically depending on a huge variety of factors, many outside of a companies direct control, whereas customer service quality should be consistant.
And I think my 'bull in a china shop' approach was quite justified. Even you have to agree that my internet being slow every single day completely trashed their 'it may be slow from time to time' clause. They right royally broke their own T&Cs in that instance, and I believe that entitles me to a full refund. I even told the woman on the phone when I called to cancel that the reason I was leaving was because the service was slow every single day. Her response should have been 'We're terribly sorry for failing to provide you the service you agreed to take with us. Here is your MAC number, and of course the £50 cancellation fee is waived since we couldn't adhere to the terms and conditions'. Fat chance in hell, instead their making me do all the leg work.
With regards to the connection speed, you may have a case against that clause, but that wasn't the clause you referred to in all your other posts. However, if you were getting high speed service during the day, then again, the clause may not apply, if I was working for virgin I'd be consulting the legal team for their take on the matter.
What I'm really trying to say is that, in the vast majority of cases, challenging a company based on percieved T&C breaches is rarely successful, because T&C's don't work in the way most people would like them to do, they are usually interdependant on other clauses and situations, and have all manner of get outs in them. However, that doesn't mean that most companies won't take some form of care of their customers, but it's discretionary, rather than mandatory, and whenever you get into discretionary customer service issues, you're always far more likely to get a positive result if you're polite, firm and go for an empathic approach, than demanding, trying to throw incorrect legalise at people and claiming all kinds of rights that don't actually exist.
It's important to know what rights you have, but it's also important to know what rights you don't have, and remember that in a discussion. You can rarely force a company to give you something, but they often will unless you try and force the issue.
..... runs
. Your 'valid advice' is to give up and pay Virgin Media £50. What *great* advice that is... Yeah it's totally fine for them to provide exceptionally poor service, break their own T&Cs and then charge me £50 for leaving. Forgive me if I can't quite fathom how you work that one out.