I have good news, and I have bad news.
The bad news is that packet loss is almost certainly due to node saturation in your area which can be resolved if the node is upgraded/split, or if internet usage in your area goes down. Realistically, either of those will take would take months to happen and there's nothing you can do to control it.
The good news is that this means you don't have to upset about the technician being delayed because there was nothing he could have done anyways. There's almost no chance your packet loss issues are solely caused by a splitter and blaming customer equipment before admitting to any fault is standard Cox practice.
If you're lucky, you might not have to wait months if your node is already in the progress of being upgraded/split. There is no way of knowing if this is happening because Cox support is also told to keep this information away from customers since the whole process takes a very long time and can be subject to unforeseen delays.
The fastest way I see your issues being resolved is to just switch to another ISP if you live in an area where it's possible.
