Either the hub is not responding to pings (either because of settings or because it has decided to stop as some Virgin hubs do) or you are entering the wrong IP.
Check the firewall in your hub is set to reply to ICMP pings.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 01/10/18 - 71908/13506Kbps @ 600m. BQMs - IPv4 & IPv6
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Is it the super hub 3? Look in the settings for "DDOS protection" or similar. I suspect the router has decided it is being attacked and so is quietly dropping all pings from TBB.
Actually, here is today's and you can see it is actually working but then goes off at 4pm. And believe me, at 4pm, my machine (and broadband) just died. Does anyone else experience this kind of packet dropping from Virgin?
If you are actually able to use the connection then you do not have packet loss to the extent shown
INSTEAD
it is the common problem of the software in the superhub 3 deciding to stop responding to pings
In genuine packet loss scenarios (other than total loss of the connection) you will see red spikes coming down from the top and the green/yellow/blue areas getting wider too.