Upstream Node Hog

Hi yall,

I live in Philadelphia, in a densely populated area of the city.
Lately, several days a week, at the same times each day, late afternoon thru the night, our upstream bandwidth drops below 0.5 mps, rendering the service unusable.
I dont believe its a hardware issue on my end as it happens at a specific time period each day it happens. I've hardwired directly into the gateway and have the same issue.
I've read that its likely there is someone hogging the nodes upstream channels, and that the node like needs to be split or more channels added.

I heard the employees that monitor these forums actually have the power to diagnose and perhaps even fix, or send a tech out to inspect the nodes.

Hoping one of the said employees sees this post.
I work with a company on the west coast and i cannot work when this happens.

TIA