Welcome to Virgin Media's "new normal" of over-utilisation. In most cases, fixing over-utilisation is not quick, is technically complex to do, costs a lot of money, and the returns on that investment are very poor. As a result, VM often do nothing. A fault reference is created complete with a resolution date, but nothing is actually done on the ground, nor do VM intend to do anything. They hope that sufficient customers leave to bring the network back within capacity, but that's a very slow process of attrition that can sometimes take years. When the resolution date arrives and the problem isn't fixed, they set a new one two months down the road, "rinse and repeat". Many customers tolerate the poor performance because they don't know any better, and years of telcos being allowed to sell performance they can't deliver means expectations are low.
So, you put up with this shoddy service, or you leave. You can complain to Ofcom that over-utilisation is a problem caused by VM selling capacity that isn't available, and the company would/should have known wasn't available, and that this is in breach of the VM commitment to treat customers fairly. That won't get a short term result for you, but if enough people do this it should start a small fire under VM's senior management's padded seats.
If you're still in contract you may need to involve the industry arbitration scheme CISAS to leave without penalty. But you have to complain to VM first, give them eight weeks to resolve (or to admit "deadlock" in that time). If complaining demand compensation for the shonky service and hassle, as well as to leave immediately and without penalty.
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I've been suffering patiently, and whilst still intermittent issues, directionally things appear better... not sure if this is folks returning to work and taking pressure off your network, or whether some of the promised fixes are starting to have impact... the last five Wednesday's charts.... improving. Thanks.
Thanks for coming back to us and apologies for the delayed reply.
I've ran a fault diagnostic today and it's asking me to get you to check that the coax cables are connected securely to the Virgin Media equipment, any splitters (standard and powered) and to the wall socket.