Sounds like an area issue. What can you do?
1) You or somebody else has probably tried raising a customer service request? And has that got any result or response? Is there a known problem with a review date? You've checked on line for the service status to see if there's any issues?
2) Gather more evidence - always easier to get a problem fixed if there's clear data that highlights a problem. So got to Thinkbroadband, create an account, set up a broadband quality monitor, let it run for 24-48 hours, see what that shows/ Have a look at your hub's status page - post the contents of the tabs titled Downstream, Upstream, Network log in three replies here and somebody will see what that shows and advise.
3) If you feel you've exhausted VM's ability and willingness to help, leave and get an Openreach connection, which will always beat a cable connection for latency (although the problems you describe sound resolvable if VM can be bothered). Depends on what you want, of course - VM offer fabulous bandwidth when the service is working, but latency is inherently patchy because of the radio frequency technology used between the street cabinet and customers' properties.
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