Ben
The diagnostics are not loading.
Does the VM customer who lives 300m away from you play video games?
Remember download speed is only to download the file. If the other customer is only streaming/downloading files from the internet to watch for example, he will not be experiencing issues with latency. Latency is a big problem from VM they simply oversell and false advertise to gamers.
Here is an example of my BQM graph from today:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/46a2f39ed790ae859a5a9dc4ed6c714257fcd39d-22-01-2021
Try and get a BQM graph from thinkbroadband.com, so you have some evidence to get yourself some compensation for your loss of time.