Hey there, Scotty.
Those are some decent speeds, but you're right, that latency is really up there!
Usually if you've got packet loss and/or high latency, it can be a sign that there's something wrong. Sadly, it doesn't tell us what is wrong. Here's a few things to test and try to see if there's any improvement in the line.
a. Try repeating the tests with a device that's wired to the router directly (if you haven't already). This will help determine if the issue is WiFi related.
b. Try moving the router to another location in the house in order strengthen it's broadband connection. If possible, placing it near a window can help.
c. Test the connection at different times of day or night in order to observe if there's a specific time of day where things aren't running so well.
d. As silly as it sounds, sometimes a restart of the router can help improve it's performance.
e. If you've got an external antenna added to the router, remove these during any testing just incase they are having a deleterious effect on performance.
Hopefully 1 of those steps might provide some insight into what's going on. If the problem persists though, it's definitely something worth speaking to the team about again.
Pete.
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