Hi @Insidetheeye , just to be clear I am not VM staff, just an "insightful user" like jbrennand. Looking at the BQM I'm seeing a typical over-utilisation pattern - you see how it's very poor during normal waking hours, and then great from about half past midnight to 9 am? Shows that the network and your hub are working perfectly when there isn't too much traffic. The most probable cause at this point in time is upstream over-utilisation, due to home working, home learning, video calls, gaming and live streaming uses. This affects the upstream because on a cable network, the upstream capacity is "hard coded" at a 1:10 ratio vs downstream in the current generation of technology that VM use, and that can't be changed in a timescale short of years. Which means that there's a very good chance that this will resolve when lockdown ends, assuming normal schooling, working and leisure behaviours return. Obviously your guess is as good as anyone else, but I'm thinking several months yet. In a small minority of "unlucky" areas, the problem won't go away in notably congested areas until VM carry out the slow, expensive and complex work to increase network capacity, and for those poor souls, it can be many months, even years without a fix, despite regular assurances of a resolution, on dates that come and go without improvement.
I'd start off by saying that Covid wasn't VM's fault or anything they planned for, it's just unfortunate that lockdown affects DOCSIS cable networks far worse than most of Openreach or alternative FTTP technologies (they may have problems of their own, but not these particular problems). But I do believe VM have responded appallingly to both the consequent utilisation problems, mainly through silence or obfuscation, and their customer service provision has been wilfully inadequate for the past nine months (and was pretty poor beforehand). I don't believe VM will be working to fix this or most of the current crop of upstream over-utilisation problems. If it were quick, easy and cheap they'd do it, in fact they would have already done it. Whereas they clearly haven't, and they're still happily selling new contracts (like yours) for areas with very poor service. So that says they can't/won't fix the problem, and they aren't too worried about signing up new customers and taking their money, which is very disappointing. In your shoes, but with the benefit of what I've seen round here, you've got two options:
1) Hope that lockdown ends soon, that all the Covid-related behaviours revert to how there were before, and hope that this does release pressure on the upstream, restoring a decent service. There's a very good chance this will be the case, but as I say, who knows how quickly.
2) Use your cooling off period to cancel without penalty (and don't be persuaded by promises of imminent fix dates).
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