Wireshark will be lost on the technician. Try Pingplotter to trace where the packet loss has been happening. If it's not happening on hop 1 or 2, there is nothing a technician will be able to fix. Also, run the test on ethernet as wifi can have all kinds of problem. Last, look at the signal levels from 192.168.0.1 > user;admin password;password > Connection > Cox Network. If your signal levels are bad, how does the coax get from the street to the room the modem is in? Try bypassing any splitters/filters/amp.
