Your connection has a moderate dose of over-utilisation. The BQM shows a typical over-utilisation pattern, meaning more traffic than VM's local network can handle. Nothing you can do to improve matters. In some areas VM do indeed undertake work to rejig the local networks to balance loads and eliminate over-utilisation. But sometimes/often that's either not possible, or judged uneconomic if there's a need to spend money on more equipment. And even if there is a fault reference and a "fix date", but there's no way of knowing if that fix date is actually backed by an actual plan of action and programme of works. Sometimes the fix date approaches it is simply moved a month or two ahead.
Because you're getting good download speeds and the issue looks "only" moderate, I'd suggest this is related to Covid and the partial saturation of the upstream of the local network, caused by home working, home schooling, and increased leisure use for gaming and video calls. So if correct that's bad news, because chances of anything being done to fix it are very low indeed - would you spend money to fix a problem you believe will go away in a couple of months? But there's a good chance this will improve as and when lockdown ends. Raising a complaint or booking a technician might make you feel better, I assure you neither will get the over-utilisation issue fixed.
I appreciate that's not what you want to hear, but that's how I see it. You could switch to an Openreach ISP, but install lead times are often long due to Covid and might not happen until the end of lockdown is imminent, and you'd need to be very confident that the Openreach network is good round you. Due to better regulation of Openreach, there is a pretty good chance that you'd get more reliable low latency, but unless you have an FTTP option, that comes at the expense of download speeds.
Your next move will need to be based on how important the balance is between fast downloads and good latency, whether you're prepared to sit it out with VM, and the practical side of getting an Openreach connection.
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