Packet loss/connection drops

For the past month or so, my location has been getting interrupted service very frequently. Four days ago, we had a technician come over to take a look at the signal. Previously, before he came we were getting about 400 mbps download even though it had stability problems. After he checked the signal, we have the same stability issues, but now our download speeds are being throttled to 18-30 mbps. He said he put in a ticket for a maintenance line truck to service the lines, but the xfinity agents on the app that I try to talk to can't seem to tell me the status of that when I ask them about it. Have another technician coming in tomorrow to hopefully get things resolved, but I would like to escalate these issues if they cannot help.