Constant packet loss after upgrading plan. What happened here?

We tried this with customer service and on our own. The problem is still there when hardwired. We even factory reset the modem and set it up again. The problem is the same. There's nothing wrong with our computers either. Everything was the same as last week. Only change was the upgrade to our service or some other change we're unaware of.

CS gave us no real solution other than "it's your modem" but I don't see how it is my modem or what the actual problem is that needs to be fixed.