I'm not a VM support staff member, just a virgin media customer, however from what i've read about 100s of others including myself having the same problem, the only fix is to wait until the lockdown is over and the network can handle the number of users on it, or switch to a different ISP.
People have been having these packet loss issues since early March, and nothing has been solved. The same users then switched to a different provider, and guess what they had normal latency and packet loss quality again.
The BQM shows that you DON'T have a problem of congestion (over-utilisation in Virgin Media speak), but it DOES show that you have a very poor quality line with either power or noise problems. I would advise you don't waste your time dealing with VM's incompetent offshore call centre whose service is truly appalling (but cheap for VM, and if customers don't like, hey, who cares?).
Hold on here for the helpful forum staff to pick this up and advise on next steps. We could do a bit more amateur diagnostics with the contents of your hub's status pages, but the BQM shows a serious problem that will need a technician visit to fix.
Unfortunately you made a mistake having the Hub 4 - because this uses higher modulation rates this is far less tolerant of line conditions and noise than the Hub 3, and requires a materially higher SNR to work. I'm not sure this is understood by everybody at VM, and clearly the company don't do any checks on the customer's connection before sending the devices out.
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