5-10% packet loss - Virgin Media

Hi, I've been monitoring my connection with the BQM since Thursday because of regular problems with remote desktop working, online gaming and streaming. The graph matches what I see from my PC when pinging out, high packet loss and spikes in latency:

https://www.thinkbroadband.com/broadband/monitoring/...

Reply from 8.8.8.8: bytes=32 time=14ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=17ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=16ms TTL=115
Reply from 8.8.8.8: bytes=32 time=15ms TTL=115
Reply from 8.8.8.8: bytes=32 time=15ms TTL=115
Reply from 8.8.8.8: bytes=32 time=16ms TTL=115
Reply from 8.8.8.8: bytes=32 time=17ms TTL=115
Reply from 8.8.8.8: bytes=32 time=16ms TTL=115
Request timed out.
Reply from 8.8.8.8: bytes=32 time=16ms TTL=115
Reply from 8.8.8.8: bytes=32 time=15ms TTL=115
Request timed out.

We're only using the virgin hub as a modem, have a TP Link router, we have the 100Mbps line and speed tests usually show 100-110Mbps even when we're having issues (although this morning I'm only seeing ~20Mbps). Upload speeds are decent too 6-10Mbps generally

So I'm wondering how I can go about diagnosing the problem or what I should provide VM with to get them to look into it? It's an intermittent problem, if I look at the BQM graph for Sunday there is almost no packet loss at all but yesterday and today are both showing it persistently. Thursday and Friday were not as bad but does this suggest it's to do with peak times or something potentially?

Any advice much appreciated, thanks for reading!