Genuinely looks as though a couple of people are hammering their upload at the peak times there. Not great.
VM have moved you to new equipment with more capacity, moved you to 16 downstream channels from 12 however more are required and your should move to 24 at some point soon.
Your upstreams are 16QAM which isn't ideal. If there are capacity issues in that direction too VM probably need some new fibre to reduce the number of customers sharing the bandwidth and to allow them to upgrade the new channels to 64QAM.
The downstream change will increase capacity by 50%, the upstream changes when done should triple it.