How do I escalate a problem?

I have a persistent repeatable problem, and whenever I get someone on the phone or chat I get someone who follows a script and refuses to elevate the problem. I am moments away from cancelling the service however cox internet is generally decent and this problem is new.

I provided documentation showing 30% packet loss, even after removing the router from the equation and all I was told was to clear my temporary internet files. Then a reset of my modem, which happened of course in the middle of my chat. Just prior to that I requested an escalation because clearing the internet files will hardly solve why my dvd player with netflix loses connectivity.