Hi, i'm experiencing really high ping from about 7pm to about 11pm every single evening, before and after i get a nice steady ping of about 20-30 but after 7pm it rockets up to about 140. I tried calling support but was on hold for ages so thought I would write a message on here,
I've located your account details and there does appear to be level issues affecting the equipment at the moment. Specifically, upstream power and modem SNR upstream. I'd like to arrange an engineer visit to rectify this.
In addition to this, you are currently affected by a high demand service fault under the reference F004934267, with a review set for 17/05/2017. With this, you might find that your Virgin Broadband, Virgin TV or TiVo® interactive services are a bit slow at certain times of the day.
I've sent you a private message so that we can get an appointment booked in.