Persistent packet loss about 15% suddenly started

[SudoDragon]

Last night while gaming I experienced a sudden disconnect, and when it came back I started getting total dropouts ever few seconds. I started monitoring this morning, and I'm getting frequent packet loss despite a good minimum latency. This makes gaming and video calls very difficult.

I am on a VM Hub 5 (Gig1 Fibre plan), and am using a Netgear Orbi (RBR50). Any ideas what could be wrong? Is this likely on VM's side or possibly with my hardware?

Live BQM (unfortunately I only started it this morning): https://www.thinkbroadband.com/broadband/monitoring/quality/share/8828e6cefc0ae2410c3efac9d109ed00f3...

Pingplotter graphs showing what it's been like on shorter timescales:

Any help on what I could check next, or who to contact would be much appreciated.

[Cardiffman282]

Check for local faults on 0800 561 0061. 

[Client62]

We should always be open to the possibility that our own kit and cables can be faulty or need to be restarted,
especially if an outage occurs when the VM Hub appears to be operating normally.

Take a close look at the VM Hub tabs for Upstream / Downstream connection stats. 

Look for downstream power levels being outside the norms and / or 3.0 Post RS Errors aka 3.1 Uncorrectable Errors especially if the counts rising from day to day.

Look at the Upstream channels, the 3.0 DOCSIS channels section should show four to six connected channels preferably all at 64 QAM,  seeing QAM 32 or 16 are signs of line noise. Seeing less than 4 channels and dBmV figures in the high 50s means a high level of loss on the signal from the VM Hub to the street cabinet.

[SudoDragon]

After some testing, it looks like the issue is with my third party router - probably going to need to be replaced. The Hub5 works fine when I switch it back out of modem-only mode.