Hello,
I did manage to speak with Andy the engineer, he called me as planned and emailed the info I give about high latency and loss on traffic to his manager. The final decision was nothing more can be done, more testing shows we have much lower latency and no packet loss to the same destination via other ISP circuit's.
I'm getting a different link installed for work purposes, as a data network engineer, it's important to have a stable and fast link and virgin has been excellent for years. To be told nothing can be done about the latency and packet loss is disappointing, more so as I know for a fact that's not true. True it involves cost and effort but it can be fixed.
I dont have the luxury of saying that to the thousands of people I support so it's faster and easier to get a new pipe for work purposes.
Andy did a cracking job on his visit, safe and polite service, no issues with that at all. Having to tell his customer they can do nothing about latency and packet loss on traffic within the virgin media network was as disappointing for him as it was me, you could literally hear it in his voice as he explained nothing more would or could be done.
Luckily I have the capability to run multiple isp links, other customers may not be so fortunate.
Thanks for checking in, not the end to this issue I wanted to report but its not the end of the world.