Im having issues with spectrum and they are giving me the run around, they did replace some of my equipment but say that the issue im having isnt something they can fix.

https://i.imgur.com/Nsro7Un.png My primary question, is it says packet loss, PL starts at the end of hop 2, does that mean it loses packets hopping from 2-3 or does it means it loses the packets hopping from 1-2.

Second question is where can i go from here? to the best of my research i can see this is a TWC/Spectrum hub (hop 2)

Side context: biggest issue is there are no packets dropped when the system is idle, ie when he plugs his machine into the coax directly. but whenever i try to do anything from gaming, to voice chat, to even just opening pictures on reddit, i continuosly get about 5-10% packet loss,

EDIT: more information, my internet went out completely on 6/6 saturday and it took them about a week to get it back running, thursday 6/11 and ive had packet loss issues since thursday 6/11 cable line has been replaced, modem has been replaced and they said the router seems fine (also the issue happens while run through the router and also while directly plugged in pc to modem)