I have had the exact same issue for the past 3-4 weeks now. I called and virgin said they saw no issues, I had an engineer scheduled to come look at it on Thursday 02/04/2020 and they just called me today to cancel it.
They gave the reason for the issue, due to high usage in my area, which I suspected may be the case. However, I have been up at 5-6 am, even 3am using the internet and have the exact same latency/ping issues and packet loss, when usage should be much lower in the area. Something is going on here that they are not letting on about, which is why I think they are taking so long to reply on this thread.
I am going to try and contact them again soon when they have phone lines up again and if I can't get help then, I recommend trying a new internet service provider, I know that will be my plan if virgin doesn't start actually helping.
If both of you are getting some high pings and packet losses, can you take a screenshot of some traceroutes showing where the packets are dropping? If anything it could be a faulty node. Or maybe just the hub. Who knows. But at least if it's a node or the routing that might give us some additional insight as to what the issue actually is.
Tracing route to howtogeek.com [220.127.116.11] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.0.1 2 155 ms 54 ms 21 ms 10.144.20.1 3 25 ms 11 ms 54 ms nrth-core-2b-xe-903-0.network.virginmedia.net [18.104.22.168] 4 * * * Request timed out. 5 33 ms 25 ms 12 ms tcl5-ic-5-ae0-0.network.virginmedia.net [22.214.171.124] 6 44 ms 55 ms 25 ms 126.96.36.199 7 26 ms 17 ms 12 ms 188.8.131.52
Ping fluctuates on the second hop and sixth hop, can be as high as 200 and the fourth hop always times out.
Tracing route to google.com [184.108.40.206] over a maximum of 30 hops:
1 3 ms 3 ms 3 ms 192.168.0.1 2 16 ms 17 ms 12 ms 10.21.40.1 3 26 ms 25 ms 14 ms wolv-core-2b-xe-222-0.network.virginmedia.net [220.127.116.11] 4 * * * Request timed out. 5 67 ms 17 ms 47 ms eislou2-ic-3-ae0-0.network.virginmedia.net [18.104.22.168] 6 101 ms 101 ms 19 ms 22.214.171.124 7 73 ms 154 ms 46 ms 126.96.36.199 8 34 ms 28 ms 31 ms 188.8.131.52 9 64 ms 124 ms 28 ms muc11s10-in-f14.1e100.net [184.108.40.206]
Same issue in enfield area. Engineer came round just now and said problem in area. I told them this after twice there was a problem in area week before. They didnt believe me and stupidly wasted an engineers time. Now more waiting. Havnt had internet 6 days now.