Paying for Gigablast, 20% packet loss? pingplotter results

This looks pretty identical to my situation: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/28432/upstream-packet-loss-and-jitter

The first hop is your modem. Everything looks fine there, so you can likely rule out an issue with the connection between your computer and the modem. 

What we should look for is "continuous" packet loss (where a similar amount of packet loss continues all the way down to the bottom, ignoring any blank hops). This begins at hop 2 in your screenshots, which means the packet loss and high latency is starting at – or somewhere between – the modem and that second hop, which is a device in your area managed by Cox.

My personal recommendation is to email cox.help@cox.com and ask them to check the signals to/from your modem. Include your PingPlotter screenshots and the same details about in-game latency from your post. They will be able to confirm or rule out any issues with the modem's connection. 

If they say that everything looks fine, then this might just be another case of congestion, where pre-pandemic Cox didn't expect so much traffic from your area and sold more bandwidth than their infrastructure could reliably handle. If the packet loss/latency is higher during the day (~ 7am-10pm) and calms down in the middle of the night, then it fits what I call the "neighborhood congestion pattern".

In my case, a technician came out and checked the lines in person first. He confirmed everything was in good shape, so I reached out over email hoping they could check further into it. After some back and forth, they confirmed that my issue looks to be from "increased usage in the area", that they are planning upgrades to the local infrastructure to handle more load, and offered me an estimated completion time.