Honestly does VM actually employ any real datacentre engineers / technicians?
They must have real-time monitoring on their network and uplinks, to identify any network issues like this pretty sharpish... Not 4-5 days later?
Comes across like a proper cowboy outfit the way they run things at times.
I think the problem is that they've had all their eggs in one basket with DOCSIS and they've tried to stretch it too far. Regardless of whether or not it can do 1Gbps or not, it's still based on very old technology and it's very very difficult to maintain and keep running.
I used to work for Virgin Media over 10 years ago, (core network engineering) and when I was at the labs in Winnersh at the time, they had a complete CATV cable plant setup end to end for people to look at, and it was so complicated, so many different parts which can go wrong, or "go out of tune" or whatever. Amplifiers, splitters, copper, fibre, CMTS, UBRs, horrid stuff that few people properly understood.
Compare it to a modern DSL network, where you have copper to the cabinet, then fibre to the BNG (broadband network gateway) and everything is just normal IP after that, it's 1000x simpler and easier to maintain and scale. Even if the bandwidth is only 60-80Mbps, the quality of the connection is generally far better and it's easier to improve, (provided you don't have a crap phone line to the cab, in which case I guess you're screwed)
With DOCSIS the performance becomes severely impacted the more people you have on the network segment in that area, and adding more capacity is really difficult. You can't just drop in another CMTS (cable modem termination system), because it's a horrible, expensive digusting great thing. Compare that to DSL where you literally can just drop in more BNGs and circuits, (within reason)..