Yeah and it doesn't help that their helpdesk are a bunch of useless so and so's either.
You'll need to get through to their 2nd line support guys, which will take a miracle. You're just talking to a bunch of people reading off a script who will after a hour of talking do you a line test.
At my old property I had about 5 engineers attend my house, 1 senior engineer I had everything from the exchange to my house replaced and it still wouldn't work properly, my theory is that VM works fine for people that use it lightly, if you game, stream etc then forget it. In my area of course.
One of the engineers even admitted it was over subscribed crap as he was leaving.
Could be that you are getting throttled. I know BT throttle me on Peer to Peer downloads