I have Virginmedia XXL package.

In general it worked (past tense), customer service is appalling. Most annoyingly, they allow you to contact them from the web page, but the response is always useless, and they always tell you to contact by phone. That is true even about the most simple question.

It got worse lately. They have a fault since 23 Oct 2012, which they are aware of. As a result I get less than 1% of the speed that I should get, most of the time much less.

On their site it constantly reported as known problem, and that it is fixed that they just do tests, and that it is going be resolved in XX, where XX is several hours in the future. They change XX each few hours, so it is always not far in the future.

Calling their customer service is useless, because they just say say:" well it is going to be fixed shortly at XX".
It has been like that since 23 Oct 2012, i.e. 16 days by now.

Either they just don't bother about fixing it, or it is a serious problem, but they cannot be bothered to tell you that. Either way, it is totally unreasonable.