my own diagnosis is the area is congested, I will use that word instead of another word.
the tell tale signs are the jitter on the tracert and pings, whether or not its downstream or upstream I dont know, someone like ignition will be able to tell you more on that.
a quick route to get the ceo office involved is emailing the ceo
firstname.lastname@virginmedia.co.uk, I did that yesterday and got a call back after an hour.