There isn't anything showing in that brief period of the graph that would lead to FIFA being unplayable, the maximum latency is what you'd expect from a DOCSIS connection when monitored, the average and minimum latencies show very little movement and seem stable. There are a couple of small blips of red at the top but not frequent or bad enough to actually show as issues in anything.
For the most part your graph is exactly the same as mine, and in games my latency remains stable and playable, do your issues show in any game besides FIFA19?
I don't work for Virgin, it seems to be common for people to claim when they're hearing things counter to what they believe, but nope.
On a BT connection you'd be on VDSL unless you're lucky enough to live in one of their FTTP areas or the very new G.Fast areas, on VDSL your latency is at best going to be 8ms from you to the ISPs backbone.
Your current latency is not 30ms, you don't interpret your latency from the BQM based on the average of the maximum, you base it on the average of the average, which in your case is around 15ms. In my case it's around 20ms. You can verify this by pinging the IP address of the system ThinkBroadband use for testing your connection, which is 220.127.116.11 (pingbox1.thinkbroadband.com).
64 bytes from 18.104.22.168: icmp_seq=1 ttl=54 time=19.3 ms
64 bytes from 22.214.171.124: icmp_seq=2 ttl=54 time=19.3 ms
64 bytes from 126.96.36.199: icmp_seq=3 ttl=54 time=19.1 ms
64 bytes from 188.8.131.52: icmp_seq=4 ttl=54 time=17.9 ms
64 bytes from 184.108.40.206: icmp_seq=5 ttl=54 time=17.6 ms
64 bytes from 220.127.116.11: icmp_seq=6 ttl=54 time=18.2 ms
64 bytes from 18.104.22.168: icmp_seq=7 ttl=54 time=20.9 ms
64 bytes from 22.214.171.124: icmp_seq=8 ttl=54 time=17.9 ms
64 bytes from 126.96.36.199: icmp_seq=9 ttl=54 time=19.2 ms
64 bytes from 188.8.131.52: icmp_seq=10 ttl=54 time=17.5 ms
64 bytes from 184.108.40.206: icmp_seq=11 ttl=54 time=18.6 ms
If your results are showing large fluctuations in a short timespan and you're connected via an ethernet cable that would be a fault with the connection and not something you should be experiencing.
I don't have knowledge specifically regarding FIFA, but when it comes to games a difference of 10ms when you're already at a very low latency should make no noticeable difference unless the game is tying input to the netcode, which with FIFA being an EA game wouldn't surprise me too much but would still be a very unusual thing to do.
If it's happening in a short space of time I'd have expected the average segment of the BQM graph to have been less flat to represent the fluctuating average, unless you did the test just now from a system connected wirelessly.
The Hub 3 wifi is not 'good' by any metric, but it 'works' for the tasks most people use their connections for.
If you did the test connected via a cable then assuming you haven't cancelled yet you may want to report a fault making sure to mention that the fault is with an unstable ping, you could also wait until a member of the forum team respond sometime in the week when they get back to work as they'll be able to check the line and modem statistics too.
I would firstly like to apologise for the delay in response to your post. I can see that you have been having some issues with the latency. I would like to know firstly how is everything since you posted? I would love to be able to help with this.