Success!
I've been one of the users that went from a rock solid 10meg connection to a rubbish 4-5meg connection after my 20meg 'upgrade', so I followed the above link and ordered a replacement modem.
It arrived just two days later and only took a few minutes to register it with Virgin, and my first download with the blueyonder gamefiles site showed a solid 1990k speed, fantastic!
I would recommend anyone who is having problems to get their free modem upgrade, it's worked wonders for me.
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