I'd agree with @jpeg1 that your options with VM are limited. Your subsequent BQM again looks like over-utilisation, and the company's track record on fixing these issues is poor. In some cases they'll rearrange local connections to improve capacity, that can solve the problem, but isn't always possible because it relies on their being sufficient spare capacity on the local network or CMTS. If there isn't spare capacity then investing to add new capacity is expensive, complex and slow, and there's not much evidence VM routinely do this.
There's a glimmer of hope that :
- If VM recognise there's a congestion issue, and...
- If the local network is soon upgraded to DOCSIS 3.1 (that's the technology to enable the Gig1 service), and...
- If they'll issue you a Hub 4 even on a non-gigabit connection...
...then that MIGHT resolve it. It does however have that chain of "ifs", and you'd be exposed to the Hub 4, which appears to be a beta grade product with a range of teething problems and mysterious performance complaints, with no adequate technical support because VM launched it on the market without bothering to train all their staff. And you won't get that much help from the VM community because most of us have no experience of the Hub 4, and none of us know what the operating parameters are that are given in the Hub 4's status page.
Of course, perhaps the forum staff can offer an alternative explanation for the fault, and it can then be fixed, but the BQM has persuaded me that you're suffering over-utilisation.
Personally I'd suggest you check whether you're still in a fixed term contract. if you are then you could probably be allowed to leave penalty free by invoking VM's Consumer Complaints Code of Practice (in writing, by post), explaining the problem, presenting the evidence, requesting release from any contract, and stating your intention to escalate to the industry arbitration scheme if VM will not agree to that.
If you're not in a fixed term contract, then start investigating alternative ISPs. Check out feedback on Trustpilot and ISPReview before signing with anybody, and give serious consideration to the smaller customer-service focused ISPs like Zen Internet, Aquiss, uno, IDNet, CIX and AAISP. They won't be offering the heavily marketed and discounted deals that the likes of TalkTalk or Sky/Now offer, but the price of the cheap deals is invariably poor support from crummy offshore call centres.
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