So I just came off the phone with them for the 4th time. I am experiencing extreme quality drops on streams, rubber banding in online games and more. Completely clueless bunch there at customer support.
Ping/Speed is fine (9-25 ms consistently, over 12MB/s actual download speed with my 100 connection), just extreme packet loss. All devices, both over ethernet and wi-fi. Did soft reset and hard reset of the 2ac Superhub, no help.
It spikes in the afternoon and evenings, which tells me their head end has issues / is congested.
From my pings to the first two hops from my house:
Ping statistics for 62.253.175.130 (tcl3-ic-2-ae4-0.network.virginmedia.net)
Packets: Sent = 50, Received = 38, Lost = 12 (24% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 42ms, Average = 21ms
Ping statistics for 212.250.14.74 (74-14-250-212.static.virginm.net)
Packets: Sent = 50, Received = 37, Lost = 13 (26% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 36ms, Average = 21ms
My pingtest with other software looks like this: https://www.netmeter.co.uk/ping-test/201900-166167-842b.html. 4000-5000ms spike is too extreme to be a regular latency problem.
I saw a mod confirming on a related thread that they're aware but that's not useful if there is no ETA. I told them I'd demand a refund on the broadband costs as it's completely useless for me at the moment but I don't want to switch to another ISP. Completely stuck here.
What can I do? Contact an ombudsman? Get my bills refunded?