Your BQM shows a typical over-utilisation footprint.
I had Virgin a few months ago and was suffering the effects of oversubscription. My BQM graphs would go crazy high from 8 am to 10 pm and return to normal from 2 am to 8 am.
This was a sign my area was not handling well the number of subscribers during working hours.
Unfortunately, there isn't much you can do. Virgin might give you an expected fix date, but in my experience, they will just set up a new date when the original deadline expires.
From what I have read on Virgin's customer forums, there is not much incentive for Virgin to fix oversubscription problems at the moment, as it is costly to do so and they are probably waiting for the lockdown to be over and usage levels returning to normal.
I've decided to change providers and moved to a "slower" Openreach FTTC connection. Although I am now getting 69 down / 14 up (compared to the 200/20 from Virgin), my pings are steady low all day and no signs of packet loss.
Below I copy Andruser helpful post in Virgin Community Forums about the options for leaving VM:
If you're not in a fixed term contract that's easy enough, otherwise you will need to raise a formal complaint (online form in My Virgin Media), asking for release from contract without penalty under the Ofcom Fairness Commitments (https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/broadband-and-phone-firms-put-fairness-first), of which Paragraph 4 is the most relevant. If you go down that route, make sure you ask for release from contract without penalty, and state that if the company will not agree to that the immediate issue of a deadlock letter. You would then escalate the matter to CISAS (https://www.cedr.com/consumer/cisas/), the industry arbitration scheme (and in that case add on a request for compensation for the poor service and the delay in release from contract.
Those Ofcom Commitments have Virgin Media's acceptance, so in theory this should all be simple. In practice I have little confidence that they are routinely applied, so you may find that any complaint is not well handled, and despite the commitments, VM refuse to release you. But CISAS will very probably get stuck in and hold the company to account.
Edited by srkain (Mon 01-Mar-21 18:41:41)