Dreadful BQM. Looks like an upstream noise problem based on the modulation dropping back to 16 QAM on all four channels. I've marked for the forum staff to take a look and advise - might be an area fault that's already being worked on, but if it's unique to your line they can book a technician.
There's at least two different sets of online diagnostics that often give different answers, and there's a telephone line that often gives a yet different view. I wouldn't trust VM's automated diagnostics in the slightest. But forum staff should pick this up tomorrow and advise.
Sorry for the problems you've had with your connection - thanks for flagging @AndrewG.
I've taken a look into it using your forum info, and can confirm there is a known SNR issue being worked on, which is currently estimated to be resolved by 31 JAN 2022.
If you continue to experience issues at that point, or you'd like for us to check for an update in the meantime please don't hesitate to get back in touch - sorry we can't do more to help in the meantime.
Hi Tom, thanks for looking into my issue. Does that mean I have to deal with terrible latency for a month and a half and still pay my full bill? Am I entitled to ending my contract with virgin earlier with an issue like this? (I have 3 months left)
We do have an automated credit system in place for outages, though this is only applied for a total loss of service after 48 hours and is applied after the outage has been fixed, so it covers the entire time. You can read up on this here.
Otherwise, if you would like to discuss credit or cancelling the account I'd be more than happy to raise a complaint for you in regards to this.
I'll send you a PM now so we can discuss it. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.