Maintenance Ticket Update

I created a maintenance ticket for a bucket truck in my neighborhood.  Luckily I found an agent actually willing to text Tier 2 in order to get it going as no one lese knew what they were doing.  I have 16QAM on my Channel 6 Upstream when it should be 64QAM and it is wreaking havoc every night with severe bufferbloat and packet loss.  I believe the ticket is [EDITED: Personal information.]but over those 4 hours, 4 calls, 7 agents, 2 supervisors and two dropped (disconnected by supervisor) calls I don't know what ticket number is what.  Some were escalations to supervisors, some were tech tickets to my house.  They have been out multiple times replacing the modem, telling me my router was the problem so I am now on router 3, the problem persists through all these iterations.  I just need to know whats going on. I suspect a loose fitting somehwere at the node or maybe water in the line.  They said 3 days last Wed, its been over a week.