Terrible Packet Loss at Peak Hours.

I have Terrible Packet Loss during peak hours every day. This makes playing games nearly impossible and leads to more buffering than playing when watching videos at some points. There is clearly too much congestion in our neighborhood. This has been going on for nearly 2 years, and I've been telling myself that it's hardware issues, but the fact that it only happens during peak hours, and has been doing this on and "off" for two years has just confirmed this. How can I get a technician to come to our neighborhood and address this???