Extremely slow speeds and packetloss (Houston)

Starting earlier this afternoon, my internet connection has been very poor. On speedtests I'm getting 25Mbps down and 0.5Mbps up (on the 500/15 plan). Packetloss is through the roof. However, all my modem signal levels look good. I called technical support, but they said everything looks good and I should call the modem manufacturer (Arris) to see what the problem is. Sigh: Is there anyway to get directly to higher level support for these things? Anyway, here is my connection information - would be grateful if somebody higher up can relay if there is something going on in my neighborhood or with the lines as I don't believe it is anything on my end - calling into Comast tech support is turning out to be worthless on these things. 

This is a hardwired ethernet connection.

Ping to my first hop:

Pinging 96.120.17.21 with 32 bytes of data:
Reply from 96.120.17.21: bytes=32 time=12ms TTL=254
Reply from 96.120.17.21: bytes=32 time=8ms TTL=254
Request timed out.
Reply from 96.120.17.21: bytes=32 time=13ms TTL=254
Reply from 96.120.17.21: bytes=32 time=17ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Request timed out.
Request timed out.
Request timed out.
Reply from 96.120.17.21: bytes=32 time=12ms TTL=254
Reply from 96.120.17.21: bytes=32 time=10ms TTL=254
Reply from 96.120.17.21: bytes=32 time=8ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Reply from 96.120.17.21: bytes=32 time=7ms TTL=254
Request timed out.
Reply from 96.120.17.21: bytes=32 time=8ms TTL=254
Request timed out.
Reply from 96.120.17.21: bytes=32 time=9ms TTL=254

Ping statistics for 96.120.17.21:
Packets: Sent = 20, Received = 14, Lost = 6 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 17ms, Average = 9ms