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My recommendation is that you contact our Tech Support team on 133 933 or via Live Chatwhere they will discuss basic troubleshooting and can organise a technician to attend to investigate this further for you.
The attending technician will either resolve the issue, escalate the issue to the network team for further investigation. With something as inconsistent as packet loss, it may take several visits before the issue is resolved, so please keep reporting so that we can keep investigating.