A DOCSIS hub is a software controlled device, and in my view regular reboots do the temperamental devices good.
Unfortunately I don't think that is going to help with your issues, because the BQM looks to my eye like conclusive evidence of over-utilisation in your area. Basically, VM appear to have sold more contracts in the area than the equipment has the capacity to handle. They're currently blaming Covid for many of these problems, and there's a bit of truth in that, but the widespread complaints about over utilisation were picking up before lockdown, so I think there's been a policy decision by the company last year to sell more even if that causes problems (not that I can prove that).
VM rarely invest to fix over-utilisation. Doing so is slow, complicated and expensive, and the financial returns are not there. From their point of view better to stick their fingers in their ears to drown out the complaints, maybe issue a fault number that keeps getting shoved two months down the road every time it is due to be resolved, and hope that customers either grow accustomed to the shonky service, or leave in sufficient numbers to bring traffic back within capacity.
There's little you can do to change this. VM's complaint process won't change company behaviour. Appealing to CISAS won't help because they can't force VM to make investments. And you can complain to Ofcom, but they are useless, a true chocolate teapot amongst regulators.
Your main options:
1) Put up with this hoping it gets better. It may, it may not, and there will be no credible or useful guidance from VM on whether they really plan to invest to fix the fault. Possibly after lockdown has fully gone then things will improve.
2) Investigate your options with other ISPs. If this is the way you want to go, and you're in a fixed term contract, you'd need to hope that at the busiest times (as shown on your BQM) that you could run a series of speed tests until they drop below the minimum speed guarantee, and then invoke the speed guarantee policy to leave without paying early termination fees.
Sorry, not what you want the hear, nor what I'd like to advise, but that's how I think the land lies.
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Thanks for posting and welcome to the community. I am sorry to hear of the broadband issues, though checking the account there's no congestion issues. The hub has been up for 65 days without a reboot however. Please reboot and let us know if it fixes things,
Sorry to hear about the ongoing issues timothymorris. As things stand there are no capacity issues logged for the area and everything appears to be OK.
I appreciate your recent experience suggests otherwise though so we'll arrange further checks to try and get to the bottom of this. I'll send a PM shortly to confirm a few details & hope to hear back from you soon.