Sorry to hear you've been getting poor speeds and latency at peak times. I've just checked your connection and can see that you're affected by contention fault F003373170 which is due for review 18/11/15. This will cause the slow speeds and latency you're experiencing.
We'll be able to see the progress of the works nearer the review date.
Thanks for getting back to us. I've had a check on fault ticket F003373170. The estimated review date has been rescheduled for 30/03/2016 while we await a date for further work to continue resolving this problem. Apologies for the delay and any inconvenience caused. We should have more information available nearer the review date but please post here anytime for an update on this fault.
I fall under the Area 21 bracket and at peak times between 9-11pm the latency / slow speed issues render online games (including Battlefront which I picked up last week) unplayable. I'd suggest you look elsewhere as soon as your contract allows, which is what I will be doing.
The latency and debit speed is unacceptable. I called them last Sunday and they told me it should be fixed by Thursday, I could trust them but they already said that 3 weeks ago. I give it one week to be fixed, after that I will switch provider and I never want to hear about virgin ever again, and so do my flatmates.
If we have to wait until april 2016 to have decent broadband and have to pay full price until then the choice is easy to make. I find this attitude toward existing customers completely unacceptable.