Call 08001830123 answer the prompts to go to talk about home services not sales it'll tell you to call a certain number just wait a moment and it'll connect you anyway. then you can follow the faults options. If you don't get any joy ask to be put through to tier 2 support to do a utilisation check. They can do that over the phone (had it done) A way to call free too

In reply to a post by tthom:

I was worried about my VM ping
http://www.thinkbroadband.com/ping/share/eba8fba51d3...

I'd say that chart is actually better than a high percentage of other VM cable charts.