Latency spikes/dropped packets, at wits end!

Been using my M500 broadband line for a few years now and never had problems with Virgin Media, until two weeks ago.  I started getting random latency spikes that's deeply affecting work calls and gaming.

Engineer came around on Saturday and says everything is "fine" on my line, even replaced my Hub 3 router with a brand new one - after he left, I continued to monitor and test for a few hours, but sadly same issue persists! I've set up a BQM (I showed the engineer this, but didn't seem phased)

Here is my line with the BQM from ThinkBroadband (post the new Hub 3 as the graph looked the same pre-new Hub 3), you can clearly see the dropped packets - Clearly there is something very wrong with my line, please can anyone help!?