Reading many of the posts on the Virgin forums (though nowhere near all of them) it looks like for some lines is that the Hub randomly starts showing packet loss on the BQM chart but the Hub itself doesn't suffer from packet loss in normal use.
If people with the BQM issue were actually suffering that much packet loss (some are showing as much as 10% of all traffic, every minute of the day) then the connection would be nearly unusable.
It appears the Hub randomly decides that ICMP pings aren't a priority and starts dropping/blocking them.
It would be a much bigger issue if all traffic actually suffered from the packet loss shown in the BQM.
If it's just the BQM then Virgin won't be in any rush to fix it. There are a number of router manufacturers that don't always play well with the BQM. Many routers see the huge amounts of pings coming from the TBB ping server and block them completely or partially.
The Virgin Hub 4 appears to do this randomly when used in router mode.
You need to run some additional tests to see if you are actually suffering the amount of packet loss being reported by the BQM or if it's just the BQM showing it.
Edited by j0hn83 (Fri 27-Nov-20 19:40:25)