Packet loss and latency

Question

I've been a cox internet customer for 9 years and the service has been great but over the last two months it has been horrible. Significant packet loss and latency in the evening. During the day it seems nearly perfect.
I've contacted tech support several times, had a tech on site, purchased a new modem and router, and nothing has improved it. Does anyone have any ideas to help please?
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max 1 192.168.1.1 (router.asus.com) 0.327ms 0.236ms 0.238ms  2 10.78.128.1 (10.78.128.1) 216.359ms 30.668ms 64.271ms  3 100.127.5.42 (100.127.5.42) 18.952ms 105.865ms 108.457ms  4 100.120.102.34 (100.120.102.34) 23.801ms 15.399ms 9.915ms  5 68.1.5.186 (sanjbprj02-ae0.0.rd.sj.cox.net) 31.452ms 33.053ms 32.580ms  6 70.167.151.23 (ip70-167-151-23.at.at.cox.net) 58.215ms 91.147ms 208.334ms  7 108.170.242.81 (108.170.242.81) 174.635ms 40.860ms 31.173ms  8 209.85.240.171 (209.85.240.171) 62.657ms 193.798ms 180.191ms  9 8.8.8.8 (google-public-dns-a.google.com) 84.405ms 106.522ms 60.226ms

--- 192.168.1.1 ping statistics ---52 packets transmitted, 52 received, 0% packet loss, time 10198msrtt min/avg/max/mdev = 0.291/0.348/0.512/0.044 ms

PING 10.78.128.1 (10.78.128.1) 1024(1052) bytes of data.
1032 bytes from 10.78.128.1: icmp_seq=1 ttl=254 time=71.5 ms
1032 bytes from 10.78.128.1: icmp_seq=2 ttl=254 time=11.8 ms
1032 bytes from 10.78.128.1: icmp_seq=3 ttl=254 time=126 ms
1032 bytes from 10.78.128.1: icmp_seq=4 ttl=254 time=7.95 ms
1032 bytes from 10.78.128.1: icmp_seq=5 ttl=254 time=20.7 ms
1032 bytes from 10.78.128.1: icmp_seq=6 ttl=254 time=10.9 ms
1032 bytes from 10.78.128.1: icmp_seq=7 ttl=254 time=78.2 ms
1032 bytes from 10.78.128.1: icmp_seq=8 ttl=254 time=45.9 ms
1032 bytes from 10.78.128.1: icmp_seq=9 ttl=254 time=11.8 ms
1032 bytes from 10.78.128.1: icmp_seq=10 ttl=254 time=11.6 ms
1032 bytes from 10.78.128.1: icmp_seq=11 ttl=254 time=23.1 ms
1032 bytes from 10.78.128.1: icmp_seq=12 ttl=254 time=14.4 ms
1032 bytes from 10.78.128.1: icmp_seq=13 ttl=254 time=15.9 ms
1032 bytes from 10.78.128.1: icmp_seq=14 ttl=254 time=16.9 ms
1032 bytes from 10.78.128.1: icmp_seq=15 ttl=254 time=14.9 ms
1032 bytes from 10.78.128.1: icmp_seq=16 ttl=254 time=10.5 ms
1032 bytes from 10.78.128.1: icmp_seq=17 ttl=254 time=12.5 ms
1032 bytes from 10.78.128.1: icmp_seq=18 ttl=254 time=64.9 ms
1032 bytes from 10.78.128.1: icmp_seq=19 ttl=254 time=146 ms
1032 bytes from 10.78.128.1: icmp_seq=20 ttl=254 time=20.9 ms
1032 bytes from 10.78.128.1: icmp_seq=21 ttl=254 time=32.6 ms
1032 bytes from 10.78.128.1: icmp_seq=22 ttl=254 time=15.1 ms
1032 bytes from 10.78.128.1: icmp_seq=23 ttl=254 time=74.1 ms
1032 bytes from 10.78.128.1: icmp_seq=24 ttl=254 time=28.9 ms
1032 bytes from 10.78.128.1: icmp_seq=25 ttl=254 time=17.9 ms
1032 bytes from 10.78.128.1: icmp_seq=29 ttl=254 time=44.5 ms
1032 bytes from 10.78.128.1: icmp_seq=30 ttl=254 time=42.3 ms
1032 bytes from 10.78.128.1: icmp_seq=31 ttl=254 time=55.6 ms
1032 bytes from 10.78.128.1: icmp_seq=32 ttl=254 time=15.5 ms
1032 bytes from 10.78.128.1: icmp_seq=33 ttl=254 time=99.0 ms
1032 bytes from 10.78.128.1: icmp_seq=34 ttl=254 time=144 ms
1032 bytes from 10.78.128.1: icmp_seq=35 ttl=254 time=22.0 ms
1032 bytes from 10.78.128.1: icmp_seq=36 ttl=254 time=65.4 ms
1032 bytes from 10.78.128.1: icmp_seq=37 ttl=254 time=12.9 ms
1032 bytes from 10.78.128.1: icmp_seq=38 ttl=254 time=145 ms
1032 bytes from 10.78.128.1: icmp_seq=39 ttl=254 time=14.6 ms
1032 bytes from 10.78.128.1: icmp_seq=40 ttl=254 time=9.80 ms
1032 bytes from 10.78.128.1: icmp_seq=41 ttl=254 time=9.82 ms
1032 bytes from 10.78.128.1: icmp_seq=42 ttl=254 time=49.4 ms
1032 bytes from 10.78.128.1: icmp_seq=43 ttl=254 time=32.8 ms
1032 bytes from 10.78.128.1: icmp_seq=44 ttl=254 time=72.0 ms
1032 bytes from 10.78.128.1: icmp_seq=45 ttl=254 time=15.0 ms
1032 bytes from 10.78.128.1: icmp_seq=46 ttl=254 time=73.8 ms
1032 bytes from 10.78.128.1: icmp_seq=47 ttl=254 time=107 ms
1032 bytes from 10.78.128.1: icmp_seq=48 ttl=254 time=102 ms
1032 bytes from 10.78.128.1: icmp_seq=49 ttl=254 time=12.4 ms
1032 bytes from 10.78.128.1: icmp_seq=50 ttl=254 time=10.1 ms
1032 bytes from 10.78.128.1: icmp_seq=51 ttl=254 time=14.0 ms
--- 10.78.128.1 ping statistics ---
51 packets transmitted, 48 received, 5% packet loss, time 10052ms
rtt min/avg/max/mdev = 7.952/43.325/146.857/40.204 ms

Procedure
Status
Comment

Acquire Downstream Channel
957000000 Hz
Locked

Connectivity State
OK
Operational

Boot State
OK
Operational

Configuration File
OK

Security
Enabled
BPI+

DOCSIS Network Access Enabled
Allowed

Downstream Bonded Channels

Channel ID
Lock Status
Modulation
Frequency
Power
SNR/MER
Corrected
Uncorrectables

30
Locked
QAM256
957000000 Hz
10.8 dBmV
35.3 dB
0
0

1
Locked
QAM256
783000000 Hz
11.9 dBmV
40.9 dB
0
0

2
Locked
QAM256
789000000 Hz
12.0 dBmV
41.0 dB
0
0

3
Locked
QAM256
795000000 Hz
11.9 dBmV
41.0 dB
0
0

4
Locked
QAM256
801000000 Hz
12.0 dBmV
40.7 dB
0
0

9
Locked
QAM256
831000000 Hz
11.8 dBmV
40.8 dB
0
0

10
Locked
QAM256
837000000 Hz
11.7 dBmV
40.5 dB
0
0

11
Locked
QAM256
843000000 Hz
11.7 dBmV
35.5 dB
0
0

12
Locked
QAM256
849000000 Hz
11.7 dBmV
35.5 dB
0
0

17
Locked
QAM256
879000000 Hz
11.0 dBmV
40.3 dB
0
0

18
Locked
QAM256
885000000 Hz
10.7 dBmV
40.2 dB
0
0

19
Locked
QAM256
891000000 Hz
10.5 dBmV
40.2 dB
0
0

20
Locked
QAM256
897000000 Hz
10.4 dBmV
40.2 dB
0
0

21
Locked
QAM256
903000000 Hz
10.2 dBmV
40.0 dB
0
0

22
Locked
QAM256
909000000 Hz
10.1 dBmV
39.6 dB
0
0

25
Locked
QAM256
927000000 Hz
10.3 dBmV
40.0 dB
0
0

26
Locked
QAM256
933000000 Hz
10.6 dBmV
37.5 dB
0
0

27
Locked
QAM256
939000000 Hz
10.8 dBmV
40.2 dB
0
0

28
Locked
QAM256
945000000 Hz
10.8 dBmV
40.1 dB
0
0

29
Locked
QAM256
951000000 Hz
10.8 dBmV
40.1 dB
0
0

33
Locked
QAM256
357000000 Hz
6.9 dBmV
39.4 dB
0
0

34
Locked
QAM256
363000000 Hz
7.1 dBmV
39.4 dB
0
0

35
Locked
QAM256
369000000 Hz
7.5 dBmV
39.4 dB
0
0

36
Locked
QAM256
375000000 Hz
7.6 dBmV
39.6 dB
0
0

37
Locked
QAM256
381000000 Hz
7.6 dBmV
39.5 dB
0
0

38
Locked
QAM256
387000000 Hz
7.7 dBmV
39.5 dB
0
0

41
Locked
QAM256
405000000 Hz
8.3 dBmV
39.8 dB
0
0

42
Locked
QAM256
411000000 Hz
8.1 dBmV
39.5 dB
0
0

43
Locked
QAM256
417000000 Hz
8.1 dBmV
39.7 dB
0
0

44
Locked
QAM256
423000000 Hz
8.2 dBmV
39.7 dB
0
0

45
Locked
QAM256
429000000 Hz
8.3 dBmV
39.7 dB
0
0

46
Locked
QAM256
435000000 Hz
8.3 dBmV
39.6 dB
0
0

159
Locked
Other
300000000 Hz
9.1 dBmV
41.0 dB
16117810
0

Upstream Bonded Channels

Channel
Channel ID
Lock Status
US Channel Type
Frequency
Width
Power

1
1
Locked
SC-QAM
36300000 Hz
6400000 Hz
41.0 dBmV

2
2
Locked
SC-QAM
29800000 Hz
6400000 Hz
40.0 dBmV

3
3
Locked
SC-QAM
23300000 Hz
6400000 Hz
40.0 dBmV

4
4
Locked
SC-QAM
18400000 Hz
3200000 Hz
39.0 dBmV

karen_r · Answer

Hello C&amp;Z06,
Thank you for contacting Cox Social Media. We can take a look at your signal. Please send an email with this forum link, your full name, and address to cox.help@cox.com. We will reply back once we receive the email. Thanks 
-Karen

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Procedure	Status	Comment
Acquire Downstream Channel	957000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
30	Locked	QAM256	957000000 Hz	10.8 dBmV	35.3 dB	0	0
1	Locked	QAM256	783000000 Hz	11.9 dBmV	40.9 dB	0	0
2	Locked	QAM256	789000000 Hz	12.0 dBmV	41.0 dB	0	0
3	Locked	QAM256	795000000 Hz	11.9 dBmV	41.0 dB	0	0
4	Locked	QAM256	801000000 Hz	12.0 dBmV	40.7 dB	0	0
9	Locked	QAM256	831000000 Hz	11.8 dBmV	40.8 dB	0	0
10	Locked	QAM256	837000000 Hz	11.7 dBmV	40.5 dB	0	0
11	Locked	QAM256	843000000 Hz	11.7 dBmV	35.5 dB	0	0
12	Locked	QAM256	849000000 Hz	11.7 dBmV	35.5 dB	0	0
17	Locked	QAM256	879000000 Hz	11.0 dBmV	40.3 dB	0	0
18	Locked	QAM256	885000000 Hz	10.7 dBmV	40.2 dB	0	0
19	Locked	QAM256	891000000 Hz	10.5 dBmV	40.2 dB	0	0
20	Locked	QAM256	897000000 Hz	10.4 dBmV	40.2 dB	0	0
21	Locked	QAM256	903000000 Hz	10.2 dBmV	40.0 dB	0	0
22	Locked	QAM256	909000000 Hz	10.1 dBmV	39.6 dB	0	0
25	Locked	QAM256	927000000 Hz	10.3 dBmV	40.0 dB	0	0
26	Locked	QAM256	933000000 Hz	10.6 dBmV	37.5 dB	0	0
27	Locked	QAM256	939000000 Hz	10.8 dBmV	40.2 dB	0	0
28	Locked	QAM256	945000000 Hz	10.8 dBmV	40.1 dB	0	0
29	Locked	QAM256	951000000 Hz	10.8 dBmV	40.1 dB	0	0
33	Locked	QAM256	357000000 Hz	6.9 dBmV	39.4 dB	0	0
34	Locked	QAM256	363000000 Hz	7.1 dBmV	39.4 dB	0	0
35	Locked	QAM256	369000000 Hz	7.5 dBmV	39.4 dB	0	0
36	Locked	QAM256	375000000 Hz	7.6 dBmV	39.6 dB	0	0
37	Locked	QAM256	381000000 Hz	7.6 dBmV	39.5 dB	0	0
38	Locked	QAM256	387000000 Hz	7.7 dBmV	39.5 dB	0	0
41	Locked	QAM256	405000000 Hz	8.3 dBmV	39.8 dB	0	0
42	Locked	QAM256	411000000 Hz	8.1 dBmV	39.5 dB	0	0
43	Locked	QAM256	417000000 Hz	8.1 dBmV	39.7 dB	0	0
44	Locked	QAM256	423000000 Hz	8.2 dBmV	39.7 dB	0	0
45	Locked	QAM256	429000000 Hz	8.3 dBmV	39.7 dB	0	0
46	Locked	QAM256	435000000 Hz	8.3 dBmV	39.6 dB	0	0
159	Locked	Other	300000000 Hz	9.1 dBmV	41.0 dB	16117810	0

Upstream Bonded Channels
Channel	Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	1	Locked	SC-QAM	36300000 Hz	6400000 Hz	41.0 dBmV
2	2	Locked	SC-QAM	29800000 Hz	6400000 Hz	40.0 dBmV
3	3	Locked	SC-QAM	23300000 Hz	6400000 Hz	40.0 dBmV
4	4	Locked	SC-QAM	18400000 Hz	3200000 Hz	39.0 dBmV