To add to this is he playing wired or over wireless, what games is he trying to play and has he definitely set it to be playing on EU based servers where possible, there are also numerous things outside of VM's control that can cause lag when it comes to gaming
I did hear that the MOON is too close to the EARTH at the moment, this could impact WIFI and DATA TRANSFER.
-- Red (VM SH2 AC Beta tester) Running on 1Gbps VM service with SH4 in Modem Mode, with a ASUS RT-AC5300 router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech. My advice is at your own risk. If you are happy with my answers please press Kudo ?