Intermittent Latency

I have the exact same issue. Large amounts of packet loss and latency spikes constantly throughout the day, especially during the evening, though it doesn't matter when or what day. I have performed countless ping tests at different times of the day and I still see latency spikes >100ms to Los Angeles servers and I live in Southern California. I have spoken to cox customer support online and they say "my speeds are fine" and they don't see anything. I then had a technician come out to inspect the hardwiring and I was told they "tracked the latency spikes to the street." I was then told that it would be escalated, only to find out that nothing was done. After, multiple online chats with cox, I was told that there were no notes on my work order and that all they could do was send a new technician. I then took it upon myself to contact the technician directly, and then I was told that there are too many users and there is nothing they can do about it until cox decides to upgrade the network. I asked for a time table and was told it is unknown as they are dealing with unprecedented times. Now I have a second technician coming. Can someone please help?