Packet loss in Gainesville Florida

Starting this week, I've increased packet loss a few times an hour. During these times, I'm not seeing DOCSIS channels resync, nor am I seeing my Arris SB8200 report any connectivity loss. This even happens overnight, and it also interferes with a Cox.com speed test when the packet loss is happening.

I called today to troubleshoot, and the tech did the usual reboot and resend signal to my modem. She reported her system was not letting her schedule appointments, transferred me to another department who would help, and hung up on me in the process. She transferred me to a department that is closed on Saturdays (!).

Here's some examples of major packet loss at my address in the last few days, using ICMP pings to 8.8.8.8 (Google DNS). I've also got pings continuously to my internet gateway / Arris modem. I'm only seeing packet loss on the internet addresses, confirming that my modem isn't actually being disconnected or rebooting somehow. I've also confirmed the signal strength on my modem looks great.

Note -- there's more packet loss than below, these are just the most extreme examples.

Fri Apr 3 09:44:26 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Fri Apr 3 09:44:37 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Fri Apr 3 10:00:51 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 10:08:41 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 10:19:18 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 10:52:24 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Fri Apr 3 10:57:06 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 11:08:06 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 13:43:23 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 14:25:28 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Fri Apr 3 14:25:49 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Fri Apr 3 23:57:34 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Sat Apr 4 00:02:38 EDT 2020: 10 packets transmitted, 0 packets received, 100.0% packet loss
Sat Apr 4 00:50:02 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Sat Apr 4 10:00:35 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss
Sat Apr 4 11:09:57 EDT 2020: 10 packets transmitted, 1 packets received, 90.0% packet loss

I've already looked at https://forums.cox.com/forum_home/internet_forum/f/internet-forum/25345/packet-loss-and-latency and sent an email to that address; is there anything else I can do?

Florida

Gainesville

packet loss