Packet loss - onsite technician supervisor maintenance ticket follow up

I've experienced constant packet loss for over 3 weeks now - I've swapped all hardware/wires and verified it's happening over multiple devices.  Comcast has sent 3 technicians out to my apartment to diagnose the issue. The first technician didn't know what packet loss was and redid the wires in my unit and said she couldn't help further.  The second technician also did not know what packet loss was and just showed me his phone indicating my connection was green as I actively showed him different pings/traceroutes identifying the packet loss coming from comcasts hops - but he reiterated he did not know what packet loss was so he couldn't diagnose.  I was guaranteed a senior level technician for the 3rd visit, and she immediately indicated that the packet loss was not something an on-site technician could fix.   She talked with her supervisor and multiple people had called in from my apartment complex regarding the same issue.  The tech and her supervisor created a ticket for 'maintenance' to come as they would be able to address the issue.  I asked how I could get updates on this, and she said they typically come out within 72 hours and I could call support for updates as it would be tied to my account.

I called support today, and they indicated they don't have any way to see tickets from technicians and nothing in the notes referenced maintenance or any type of follow up.  I tried to explain the situation, and I was repeatedly told a 4th technician would have to be scheduled to try to diagnose the same issue.  How do I receive updates regarding the maintenance ticket created by the last technician who visited me?  I feel like I'm stuck in a constant loop of having techs sent out who can't address the issue, and when I'm finally provided next steps from the 3rd tech I have no way of receiving any type of update and customer service agents say they can't access it either.