With Virgin on fibre optic they know what they've supplied you and interrogate it over the connection.
Additionally all their call centres appear to be located in areas where they speak all but unintelligible English. Mostly a long way east and south of the UK.
Not quite true.... We have a very large call centre here in Swansea and Virgin are bringing jobs back to UK from overseas too. Unfortunatley, it will always be pot luck if you get connected to a UK or offshore call centre.
Now, a couple of things to try with your Virgin Netgear hub:
Go into the hub's properties via the IP address 192.168.0.1
Change the wireless network from N or Automatic to G or B/G Wireless N is the latest and greatest wireless standard, it is supposed to be faster with a longer range, but it appeard the N standard does not always deliver.
Bear in mind that where the hub is sited has an effect, the hub should always be stood vertically on it's stand and things like speakers, fishtanks, microwave, can all affect wireless signal.
If you are connecting multiple wireless devices to any wireless network, if you connect a G device and an N device to a N wireless network, then the default speed will always be the slower wireless standard unless you have a dual output router.
The other thing toy can try is if you have a Virgin Netgear SuperHub, then the default wireless speed is 300Mbs, try reducing it to 145Mbs. You will probably never notice the difference.
Just one last thing in Virgins defence, Virgin always owns the equipment whether it is broad band or cable TV so Virgin will always replace equipment FOC unlike Sky for example. Oh yes, and Virgin were the only BB suplier who delivered the speed they promise, I think the figure was 98.5%