ISP routing issues. Experiencing significant packet loss and latency at the 5th hop of my route, routing node needs to be investigated.

Experiencing a routing issue from Comcast servers. Screen shot below is from a tech support separate from Comcast itself. I have the screen shots and data associated with the "hops" tech support has brought into question that I can provide as needed if it is not secure to post here.

I've already talked to the Comcast support line over the phone and while they were exceptionally cordial and professional, I came away from the call feeling incredibly discouraged as they basically said Comcast won't do anything about this. I'd like to confirm if that is indeed the case.

If there is truly nothing that can be done on Comcast's end, I'm left wondering why I'm paying the full amount of my bill (if at all) if I'm experiencing consistent service interruptions. I understand the "overall service" works, but if a particular use case of the ISP is consistently not working properly, how does that not classify as an interruption of service.