Ok, Folks, what is going on?

Ever since the supposed upgrade to faster speeds [which I would appreciate] we have been having a lot of issues with losing service.  Or service slows to a crawl.  I do the usual reboot my machine, reboot the modem, etc.  but it doesn't help.  Then suddenly it's OK again.  Like now -- it disappeared, came back at .67 Mbps, then higher to around 4, now at ~11 Mbps.  Is there something going on with the Cox system?  It has happened about every 2-3 days for the past two weeks...

Also -- absolutely Impossible to get through to customer service, they are always busy, and waiting on hold for 1 hour or more. Chat service is 'always busy' and non-functional.