I'm a Business Class customer, and I am having the exact same issue, pretty much since I started this service. They have sent techs out numerous times, switched out modems (I've switched my routers and switches) - to no avail. During the day when they come (morning or early afternoon) of course things look dandy. Speeds are good. However, during peak saturation hours (6-Midnight) my speeds are </= 10 Mbps. I have been paying for 100 Mbps.
They have setup monitoring and other such diagnostic effects - I've never heard anything back. I am honestly tired of calling tech support because all they want to do is send another tech out which, of course, will not fix the issue.
Due to the fact that my speed issues are in the early to late evening/night hours I think that there is a DOCSIS carrier that is having some issues in the area or one of my neighbors' houses is a noise factory.
Can someone please help me with an escalation contact or something? They need to send a line tech out at least. This is driving me crazy.
Signal levels may not be your issue, but it wouldn't hurt to post them here for us. Head over to one of these pages and grab us those levels. http://192.168.100.1 orhttp://10.0.0.1 or http://10.1.10.1/. Preferably try to get them when your connection is working and when it starts experiencing issues.
Since you haven't had any luck escalating locally, you can try reaching out to @ on Twitter or an admin here may be able to internally escalate for you.
Post moved for better visibility.