10% - 30% Packet loss on Virgin

HI, First time post to please let me know if I am in the wrong place. I live in Brighton and have Virgin Cable Broadband. Service is generally exceptional, i get 152Meg down and about 10Meg up. About 2 months ago I noticed VoIP (Skype, Lync) calls started to drop or have serious glitching issues. I wrote some scripts ping a few external web sites and from my mac to my SuperHub. I could see regular and sometimes 10 - 15 second packet loss to all external websites. My internal connection was perfect.

I also spun up a BQM reverse ping to my router. I see constant packet loss coupled with latency. I have gone round in circles with Virgin support, eventually getting a new modem and then a response on the forum saying they had capacity issues in the area and required additional downstream channels and a potential cab rebuild. Now I am happy to wait out the 3 month SLA for capacity to fix it. However I have a lot of people on the Virgin forum telling me my BQM graph is not capacity related….??!!

So here I am, can anyone who have experience with Fibre and then coaxial delivery tell me if my BQM graph looks like the issue Virgin suggest?

My Broadband Ping"]BQM Graph

A heavy utilised cable segment can create a BQM with levels of packet loss like you describe.

Your link to the BQM did not work though, so hard to say much more.