Divedog.. were they able to fix your issue? been having the exact same problem you are (or were) experiencing.. i have exchanged several emails with them and they are saying there is no problem with their network and that ping tests are not helpful to determine if there is a packet loss issue.. they want me to run a speedtest with my computer plugged directly into the modem.. however there is ZERO packet loss internally on the home network. once i ping to the gateway ip its 10 to 15% loss, its so frustrating!
I know it can be frustrating to have to prove to the ISP that your equipment is not to blame, but it is a necessary thing to do. Comply with their request, preferably make your call in the evening hours and show them it really IS node congestion. -- flickr | Of faith, power and glory