ahh welcome to my hood voo!
the hood of packett loss and isp denial.
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ok 1st off download "pingplotter" ill try to attach it here, enter an ip within your providers network or backbone,then you will have evidence of the packett loss that you can save in pl format text to send it to your help desk
try this speedtest , it timestamps and diagnoses isp throughput, use smarttest.
http://www.testmy.net/d_load.php