Called them again this time they said it looks like cable issue between brown box and router. I was told to reconnect both ends and monitor for a week before calling back. I disconnected and reconnected both ends monitor for an hour now and packet loss the same. Guess I have to sit on my hand for a week before I can call to say issues still exists.
As always VM broadband is amazing when its working which to be fair is most of the time, but when something goes wrong is a real pain to get it sorted in timely manor and its certainly not the cheapest option.
Welcome to our Community Forum and thanks for posting.
I am sorry to hear you are having some issues with your service. I have taken a look at the account and can see your area is currently impacted by a SNR (Signal to Noise Ratio) outage which is expected to be resolved by 31 AUG 2021 09:00. The Fault Reference Number for this is F009233292.
You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.