Been there. Done that. Sympathies!
I haven't had any troubles to speak of with my broadband for a long time. But when I did, and the problem was intermittent like that, I'd hook the computer direct to modem (like they require before helping), reset modem and computer like they always ask, and run some trace routes to their home page and an external address (yahoo.com, or whatever). Save the traces to a log. Store up a few of those, with "date" and "time" command outputs, as logs, and then email them to tech support as evidence of your problems.
Some packet loss is normal, yes, but 75-100% (which is what I was getting once) is not.
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 XMEN member Card-carrying DTM OKL Fish-napper Though a program be but three lines long, someday it will have to be maintained. -The Tao of Programming
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