I've had engineers round, all the cables pulled and changed and the power levels changed, yet im still getting ridiculous packet loss and ping problems. Normally starts around 7-8pm. VM keep denying its an area issue until the other day when i was given a Issue Code: F005389684. What this means i have no idea and they wont tell me. This has been going on for over a year now and im going to leave if this is not fixed within the next few months. We pay top money for a service which is no where near what is promised. I can barely watch youtube videos or streams let alone playing any sort of MP game.
There are several large conurbations where some or all of VM's network is suffering from the same issue.
To give a brief set of options..
You should have been issued an F number, which will allow you to claim a proportional credit on your monthly bill.
If that is not acceptable to you, if they have said its overutilisation you can ask to released from your contract without penalty.
You can raise a complaint through CISAS which will take longer than either claiming service credit or leaving without penalty, but will likely give you the option to change supplier at no cost to you. So if BT/Openreach want x quid to replace the old line to your premises, VM will foot the bill.
You should also note
These faults tend to be open for a long time.
Any date given to you is a review date NOT a fix date
There may be times you are told measures have been taken to improve the situation and your speed does not reach your advertised "Up to" speed.Further works will be required in that case.