What I thought also, I'm giving them till Monday morning to reply to my complaint as this has given them 7 days to response (their T & C claim it takes them this long)
Points firmly at an ISP issue then IMO.
Finally had a reply early hours of this morning from Origin, their Head Network guy has changed my pppoe profile at their end, Made no difference and still getting low quality / slow speeds on Netflix.
Rang up just now to cancel, young lad on other end of phone now got to check with his manager if there is any fees for cancelling even though I've advised I want them waived due to all this. Supposed to be calling me back this afternoon but if I was a betting man I'd likely not get one like the last time a manager was supposed to deal with it.
Do you get the problem on your VM connection?