Ping plotter, advice please Options

[Bargod]

So, I've got some guys from the cable company coming over this afternoon, the result of my call about high ping since changing from Comcast to Time Warner. I ran ping plotter last nite and see that I'm getting lots of packet loss in steps 2, 3, and 4, mostly. At time up to 60%, but there is always some. Currently it's 15% in step 2, 15% in step 3 and 50% in step 4. These are all my local cable company.
How should I go about explaining this to the guys and not get the run around like I did form the IT guy when I called earlier in the week? I know just enough about this stuff to be dangerous.
Thanks in advance.

Here are some samples:

Target Name: N/A
IP: 8.9.4.77
Date/Time: 3/2/2007 12:02:39 PM to 3/2/2007 12:02:58 PM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 20 0 0.0 7 28 10 cpe-76-184-16-1.tx.res.rr.com [76.184.16.1]
2 20 1 5.0 7 10 7 [70.125.216.17]
3 19 4 21.1 7 24 9 [70.125.217.8]
4 20 7 35.0 7 23 10 gig2-0-0.dllatxl3-rtr1.texas.rr.com [24.93.37.97]
5 9 0 0.0 13 14 13 gig2-2-0.hstqtxl3-rtr1.texas.rr.com [72.179.205.14]
6 9 0 0.0 13 22 15 te-2-4.car1.Houston1.Level3.net [4.79.88.25]
7 20 0 0.0 14 197 39 ae-11-11.car2.Houston1.Level3.net [4.69.132.234]
8 20 0 0.0 50 69 56 ae-5-5.ebr1.Atlanta2.Level3.net [4.69.132.238]
9 20 0 0.0 50 80 57 ae-1-100.ebr2.Atlanta2.Level3.net [4.69.132.34]
10 20 0 0.0 69 84 74 ae-3.ebr2.Chicago1.Level3.net [4.69.132.73]
11 20 0 0.0 69 192 83 ae-24-56.car4.Chicago1.Level3.net [4.68.101.168]
12 20 0 0.0 69 85 71 [4.79.66.146]
13 20 0 0.0 69 87 72 [8.9.4.77]

Target Name: N/A
IP: 8.9.4.77
Date/Time: 3/2/2007 12:04:24 PM to 3/2/2007 12:04:43 PM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 20 0 0.0 7 12 8 cpe-76-184-16-1.tx.res.rr.com [76.184.16.1]
2 20 0 0.0 7 11 7 [70.125.216.17]
3 20 8 40.0 7 60 12 [70.125.217.8]
4 20 4 20.0 7 26 10 gig2-0-0.dllatxl3-rtr1.texas.rr.com [24.93.37.97]
5 9 0 0.0 13 75 20 gig2-2-0.hstqtxl3-rtr1.texas.rr.com [72.179.205.14]
6 8 0 0.0 13 17 14 te-2-3.car1.Houston1.Level3.net [4.79.88.29]
7 20 0 0.0 13 20 14 ae-11-11.car2.Houston1.Level3.net [4.69.132.234]
8 20 0 0.0 50 65 55 ae-5-5.ebr1.Atlanta2.Level3.net [4.69.132.238]
9 20 0 0.0 50 92 57 ae-1-100.ebr2.Atlanta2.Level3.net [4.69.132.34]
10 20 0 0.0 70 100 77 ae-3.ebr2.Chicago1.Level3.net [4.69.132.73]
11 20 0 0.0 70 73 70 ae-24-56.car4.Chicago1.Level3.net [4.68.101.168]
12 20 0 0.0 70 88 72 [4.79.66.146]
13 20 0 0.0 69 88 71 [8.9.4.77]

Target Name: N/A
IP: 8.9.4.77
Date/Time: 3/2/2007 12:05:05 PM to 3/2/2007 12:05:24 PM

Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 20 0 0.0 7 26 9 cpe-76-184-16-1.tx.res.rr.com [76.184.16.1]
2 20 0 0.0 7 10 7 [70.125.216.17]
3 20 4 20.0 7 12 8 [70.125.217.8]
4 20 9 45.0 7 11 8 gig2-0-0.dllatxl3-rtr1.texas.rr.com [24.93.37.97]
5 11 0 0.0 14 19 15 gig2-2-0.hstqtxl3-rtr1.texas.rr.com [72.179.205.14]
6 8 0 0.0 13 116 46 [4.79.88.21]
7 20 0 0.0 13 196 47 ae-11-11.car2.Houston1.Level3.net [4.69.132.234]
8 20 0 0.0 50 72 58 ae-5-5.ebr1.Atlanta2.Level3.net [4.69.132.238]
9 20 0 0.0 51 73 58 ae-1-100.ebr2.Atlanta2.Level3.net [4.69.132.34]
10 20 0 0.0 70 84 75 ae-3.ebr2.Chicago1.Level3.net [4.69.132.73]
11 20 0 0.0 70 76 71 ae-24-56.car4.Chicago1.Level3.net [4.68.101.168]
12 20 0 0.0 70 92 73 [4.79.66.146]
13 20 0 0.0 69 73 70 [8.9.4.77]

[Major.Pain]

Actually the guys coming over just may be the ones that can help. Like maybe it's a bad cable modem or cable. When I switched to fiber optics (Verizon) I had nothing but problems for a week. Made the calls, did the hold thing, etc. Finally they sent a guy out. Turns out it was the major piece of equipment that runs FIOS. They replaced it and all is well for a year now (knock on wood). The thing is, this was brand new equipment that was faulty.



-Pain

[HammaTime]

Actually the guys coming over just may be the ones that can help. Like maybe it's a bad cable modem or cable. When I switched to fiber optics (Verizon) I had nothing but problems for a week. Made the calls, did the hold thing, etc. Finally they sent a guy out. Turns out it was the major piece of equipment that runs FIOS. They replaced it and all is well for a year now (knock on wood). The thing is, this was brand new equipment that was faulty.


-Pain

I had the same experience as Pain. T/W took over our Adelphia service and immediately strung new cable from a neighboring town. Initially, I had horrible problems with download times half of what they had been. I called a couple of times, had a guy come out, not much changed, until I found the right person at the right time. A day or so later, my service doubled in speed.

Keep pushing Chris, you'll get the desired results one of these days. Perhaps we should call your local service number and complain that they are inhibiting our access to our God! That should get them to sit up and take notice!