@Zak_M"I have taken a look over the network from our end, there are no significant issues on there, everything is within spec and as we would expect. "
Maybe that set of data is what VM expect, I can assure you that is not what VM customers expect. Look at the network log that @Anonymous has posted - appalling. For ReeceTh, here's a primer. And the BQM looks like classic over-utilisation, a problem that VM seem to regard as business as usual.
Whilst it is feasible that the network can suddenly hit the CMTS capacity constraints, I'm a little surprised that its described as such a recent thing. Can we have this escalated to Networks, please? The alternative is probably going to be another outing to CISAS.
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