Yes, that's over-utilisation. No way of knowing if VM are doing anything about it - even if there's a fault reference and a fix date, that is no guarantee of anything being done.
If this is due to Covid-related home working by people around you, then there's the hope it will resolve itself when we get out of the situation, but that looks like being some months yet. And if WFH becomes the new normal, it could go on a lot longer. If you're hoping or expecting VM to be able and willing to resolve this, you might be pleasantly surprised but based on the track record of customers subject to the same problem, I'd say dial your expectation down low. If VM believe it is purely Covid related then they'd be mad to invest money and time to fix it, as the problem might disappear before the work has been planned, scheduled and completed.
If low latency is an immediate and essential need, then you may need to consider changing ISP (or running an Openreach connection as backup to VM). But do your research first, don't just assume that there are no problems on Openreach's network around you. And make sure you know how long to connect a new Openreach line. I'd expect you to be able to get sense out of the smaller, well run ISPs (AAISP, Aquiss, CIX, IDNet, uno, Zen Internet) to questions, whereas the larger ISPs probably aren't geared up to worry about quality of the connection, and just want to wrap up the sale.
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