The Beardsmore family is one of the first to use Virgin Media's 50 Mbps cable broadband service.
It uses a fibre optic network to provide faster data links than services available over traditional copper wire telephone networks.
Some rival firms offer up to 100 Mbps services in some areas.
Jo Beardsmore and her husband Tony appreciate having extra bandwidth to surf while their son, Alex, enjoys gaming with a fast web connection.
However, they often find that sites are unable to provide download rates that match the level of service Virgin says it is offering.