Major Latency Issues

I've had a bit of a whirlwind experience lately trying to get support for this - hoping someone on the forums can take a look as my pleas have fallen on deaf ears by either calling or utilizing chat support.  I started getting huge latency spikes, and with an approximately 3 year old modem, decided to upgrade.  That didn't solve the issue.  From my modem until about what looks like the last hop out of the COX network I am getting large latency spikes - enough to stop any streaming or kick me off of work VPN.  The traces are as follows when I experience the issue (with some showing higher latency than these examples):

Tracing route to google.com [172.217.9.174]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 180 ms 163 ms 393 ms 10.131.24.1
3 * * 10 ms 100.122.142.212
4 181 ms * 34 ms 100.122.141.76
5 156 ms 78 ms 36 ms dalsbbrj02-ae3.0.rd.dl.cox.net [68.1.5.134]
6 64 ms 62 ms 59 ms 209.85.172.68
7 45 ms 30 ms 28 ms 108.170.240.129
8 68 ms 25 ms 27 ms 72.14.238.57
9 165 ms 27 ms 194 ms dfw25s27-in-f14.1e100.net [172.217.9.174]

Running an MTR yields this over a long period, with spike going into the 5-600 ms range:

Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

| 192.168.1.1 - 0 | 2526 | 2526 | 0 | 0 | 5 | 0 |
| 10.131.24.1 - 1 | 2503 | 2497 | 7 | 12 | 204 | 76 |
| 100.122.142.212 - 1 | 2499 | 2492 | 7 | 14 | 299 | 63 |
| 100.122.141.76 - 1 | 2510 | 2506 | 9 | 18 | 509 | 21 |
| dalsbbrj02-ae3.0.rd.dl.cox.net - 1 | 2503 | 2497 | 19 | 27 | 197 | 76 |
| 209.85.172.68 - 1 | 2507 | 2502 | 19 | 27 | 231 | 74 |
| 108.170.240.129 - 1 | 2496 | 2488 | 20 | 27 | 239 | 76 |
| 72.14.238.57 - 1 | 2506 | 2501 | 19 | 26 | 388 | 39 |
| dfw25s27-in-f14.1e100.net - 1 | 2506 | 2501 | 18 | 25 | 343 | 35 |

A tech came out (before scheduled appt time) and said it was because of the brand of modem is a bad brand and I need a "panoramic modem", but that he put a filter on the line anyway - he also reiterated signal strength is good.  Well, the issue existed with the previous modem I owned and this brand new one and they're both on the certified COX modem list.  It seems like the node I may be peering to inside the COX network is overloaded or something?  Any help is highly appreciated!