Serious Packet Loss in Pensacola

Is anyone else having packet loss in the Pensacola area.  I am having about 20% packet loss.  When i do a speed test the download shows up as under 5Mbps and my upload shows .07 to .1 Mbps.  I called cox and they confirmed the packet loss but say they cant send a tech out.  This is a ping to my external gateway.

Reply from 72.216.40.1: bytes=32 time=7ms TTL=254
Reply from 72.216.40.1: bytes=32 time=20ms TTL=254
Reply from 72.216.40.1: bytes=32 time=7ms TTL=254
Reply from 72.216.40.1: bytes=32 time=8ms TTL=254
Request timed out.
Reply from 72.216.40.1: bytes=32 time=8ms TTL=254
Reply from 72.216.40.1: bytes=32 time=22ms TTL=254
Request timed out.
Reply from 72.216.40.1: bytes=32 time=9ms TTL=254
Reply from 72.216.40.1: bytes=32 time=7ms TTL=254
Request timed out.
Reply from 72.216.40.1: bytes=32 time=19ms TTL=254
Reply from 72.216.40.1: bytes=32 time=8ms TTL=254
Reply from 72.216.40.1: bytes=32 time=7ms TTL=254
Request timed out.
Reply from 72.216.40.1: bytes=32 time=25ms TTL=254
Request timed out.
Request timed out.
Request timed out.
Reply from 72.216.40.1: bytes=32 time=10ms TTL=254
Reply from 72.216.40.1: bytes=32 time=9ms TTL=254
Reply from 72.216.40.1: bytes=32 time=8ms TTL=254