I am with TWC and the lag was getting worse and worse. I started logging my trace routes and started emailing with TWC sending them my data. It got escalated and they got in touch with me. I called their number, gave them my case, and got transferred to a level 3 tech who ran some diagnostics on my connection. The results came back showing my latency at 9000 ms with a 27% packet loss.

Later on that day, they called me back saying they "restarted my service" and asked for me to check if my connection improved. Let's just say on a tracert hop came back with 2 no responses and a 3000ms latency. So now, I'm waiting on a technician to come out since 9am which they haven't shown up today and it's already 2:30pm cst. Considering a switch to Fios...