30% dropped packets for a few weeks

BQM graphs are here, I've checked/tightened physical connections as best I can, run through the service status page (which often says there's no issue between them and my router and to reset the hub, which by now I've tried multiple times), can't get upstream/downstream/network log info right now for some reason as it says 'Not Available', but last I checked all the numbers were in the right ranges, there's no weird devices on my network that could interfere (no NAS, only 3 connected wifi devices), happens on both wifi and on my ethernet connected PC...

Fairly recently, I guess a few months ago now, there was work done on virgin media's end, where there were outages in this area which they confirmed when I phoned them (and the outages intermittently showed up on the service checker). They initially sent me a replacement hub 5 to no avail as the problem wasn't on my end. On the day they fixed that, everything was green with hardly even any yellow spikes. Now it's basically as bad as it was. Nothing changed on my end during this time.

Occasionally when I try to log in to the router it says it doesn't recognise the password and times me out, then accepts it if I do it again, idk if that's specific to my hub 5, maybe mine is faulty or maybe they all are...? I honestly doubt it's the hub that's the problem though.

So it seems either 1) the problem on their end has re-occurred and they need to fix it again or 2) to send an engineer out to me to see what they make of it. If anyone could look into this for me that'd be great - surely virgin has packet loss/latency logs and can see what I see on their end? I say that because when my dad rang up, they sent out a wifi booster lol - it's not a problem of signal strength, the BQM graphs prove it's packet loss.