Constant latency spikes, ping requests timing out.

Have been having issues for quite some time. Had a tech scheduled to come out to take a look but he called and said hes going to cancel the appointment because its due to congestion. He then told me its not going to be fixed by the end of the year. I work from home and need the internet actively and need it without interruption. I dont know what to do about this or who to speak to but this needs to be addressed quicker then the end of the year.