High latency with packet loss since started working from home

Since I started working from home due to the pandemic (begining of March) I noticed there is packet loss happening ~10% during the day and it disappears at night.

This impacts all the video/voice chats, as no one can hear me and my voice is breaking up.

I did my tests using both (WIFI or ethernet) no difference.

Modem: Netgear CM500

Internet plan:100 Mbps

speed test: 70 to 90 Mbps on average.

 

I tried to contact customer service but no one could help just restart the modem; a technician recently visited but couldn't help and mentioned everything looks good!

 

So I'm in WA, Bothell city, I see from the traceroute the packets take multiple hops and go far away to different cities (not sure if it is normal) and the latency is high when it goes to an ip in New Jersey (not sure why the packet goes there).

 

here is a traceroute output around 4 pm (~10% packet loss time frame):

 

traceroute 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets
1 192.168.68.1 (192.168.68.1) 1.545 ms 2.983 ms 1.963 ms 
2 96.120.103.153 (96.120.103.153) 20.315 ms 27.856 ms * -> // this is tacoma , south of WA
3 68.86.97.97 (68.86.97.97) 23.887 ms 281.368 ms 21.533 ms -> this is evertt, north of WA
4 69.139.160.245 (69.139.160.245) 48.753 ms 107.406 ms 198.715 ms -> New Jersey!
5 be-33650-cr01.seattle.wa.ibone.comcast.net (68.86.93.165) 35.695 ms 33.989 ms 145.745 ms
6 be-10847-pe02.seattle.wa.ibone.comcast.net (68.86.86.226) 91.960 ms 39.081 ms 32.905 ms
7 50.242.149.198 (50.242.149.198) 24.426 ms 186.522 ms 57.934 ms
8 * * *
9 dns.google (8.8.8.8) 320.788 ms 89.307 ms 36.142 ms

==========================

 

another traceroute after working hours (Sat 10:30 am), looks good to me and no packet loss during that time too, and it is always consistent.

 

traceroute 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets
1 192.168.68.1 (192.168.68.1) 1.945 ms 10.467 ms 8.426 ms
2 96.120.103.153 (96.120.103.153) 10.093 ms 12.130 ms 11.892 ms
3 68.86.97.97 (68.86.97.97) 9.607 ms 17.753 ms 10.469 ms
4 69.139.160.245 (69.139.160.245) 15.957 ms 36.796 ms 19.735 ms
5 be-33650-cr01.seattle.wa.ibone.comcast.net (68.86.93.165) 87.025 ms 15.212 ms 11.881 ms
6 be-10847-pe02.seattle.wa.ibone.comcast.net (68.86.86.226) 34.711 ms 13.423 ms 10.953 ms
7 50.242.149.198 (50.242.149.198) 13.334 ms 15.926 ms 42.674 ms
8 * * *
9 dns.google (8.8.8.8) 12.942 ms 13.887 ms 31.305 ms

==============

 

Modem channels look good :

https://ibb.co/Xz1W0mH