It is entirely possible that your performance is normal for a VM DOCSIS connection. DOCSIS is an analogue radio frequency technology, it is prone to a range of issues that most readily manifest in variable latency, sometimes these are within normal ranges, sometimes they're not. And as a general rule, any DOCSIS connection even in ideal conditions will have more variability of latency than an Openreach connection.
When the latency of a VM connection is abnormal, there's three types of problem: (i) Easily resolved, usually basic power level or noise faults, (ii) Not-easily resolved, CBU faults where customers have to make themselves a real pain before the problem gets fixed, and (iii) Not likely to be resolved, usually because VM know the fault but deem it uneconomic to fix, particularly in over-utilisation circumstances. The first of these are most common.
My preferred tool to see what's going on with a VM connection is a Broadband Quality Monitor to show what's going on with your VM connection. Post a LINK to a LIVE, SHARED graph here and we'll see what's happening. Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so you can post the link immediately. If using one you already have setup, check that your current IP address is the same as one the BQM is using - VM IP addresses are usually sticky, but they can and do change.
In the meanwhile you could post the hub's status data for a quick check on that: Pull up the log in page for the hub. But don't log in, just click on the link "Check router status" That'll bring up a window with five tabs. Open the Downstream tab. Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots. Post that, do the same for the Upstream and Network log. You'll get an error message when you post the Network log, just click on "post" a second time. Then we can check for any obvious problems with power, noise or error counts.
