Packet loss and jitter so bad I can't even work from home
This issue seems to be getting worse and worse with time. It started a few months ago, occasional missed ping/packet, small ping spikes every once in a while, but over time the issue is getting worse. As I am typing now I am seeing 26% packet loss, and the pings that do come back are for the most part well over 100ms, sometimes even greater than 200. A few times a day the connection is going down completely for anywhere from 10 min to a half hour at a time. I'm trying to work from home, but I have to keep refreshing web pages for them to actually load half the time, I can't use my virtual softphone through my desktop to make calls, and I have a very important Zoom call this afternoon which I am confident I won't be able to participate in now.
For some background, here is my setup and how I have tested. I am using a desktop PC with a direct wired connection to my router. Using an SB8200 modem which I just bought 2 weeks ago hoping the modem was the issue (it wasn't). I have verified the router is not the issue, as I have tested by plugging my PC directly into the modem and rebooting the modem. Even after the modem boots up and my PC connects to the internet, I still see the abhorrent ping times and packet loss. I did have a Cox technician come a week ago who was very courteous. He replaced the coax connections from the modem to the demarcation point as a precaution, despite his tests showing that part of the connection was fine. However when he ran a test from the box in the street out to a server on the internet, his tool indicated high jitter and packet loss. He said he would pass the issue up to a higher level engineering team, but I haven't heard back from Cox at all if the issue is being looked at, identified, or addressed. I know others around me have been having similar issues. How can I find out if something is going to be fixed if it is at this higher level? Making it so I can't do my job is a fairly significant impact, and if Cox isn't going to fix this issue, can I at least be allowed to cancel my internet plan without paying a fee? I need to switch to an ISP with a stable connection. I can't withstand going through the online live chat or phone call support anymore. They are nice and well-intentioned, but I know they can't help with what is clearly an issue at a higher level.
The link below shows what I am currently seeing with my ping loss, jitter, and the traceroutes I have performed indicating the issue seems to be happening at the neighborhood level.