packet loss .. should I switch to AT&T (?)

When I ping our static IP address: 66.208.227.86, I receive between  10% and 20% packet loss, regardless of from where I am pinging .  If I ping out, I get the same 10% - 20% packet loss.

Pinging 66.208.227.86 with 32 bytes of data:

Reply from 66.208.227.86: bytes=32 time=38ms TTL=51
Reply from 66.208.227.86: bytes=32 time=36ms TTL=51
Request timed out.
Reply from 66.208.227.86: bytes=32 time=36ms TTL=51

When I conduct a tracert, and I ping to the hop immediately before my static IP (68.85.104.82) from a network address that is outside of Comcast, I receive 0% packet loss.  However, when I ping 68.85.104.82 from my 66.208.227.86, I receive the same 10% - 20% packet loss.

About a month ago, a Comcast facilities technician came out to our office and showed me on his JDSU test box that between my building and the Comcast signal distribution hub, that the signal was failing.    It was not the modem, it was the actual facilities.  Then we never heard another thing from Comcast again.  

So what do I need to do to get this taken care of?  Or should I simply switch to AT&T uVerse internet and just deal with it that way?

Thanks.

Aaron