Steven, just out of curiosity, what are you speeds like during the off peak periods, meaning pretty much any time other than around 5pm to 11pm or so? Those speeds are most assuredly slow, but I see that they are all done during the peak period.
Also, I'm not saying that your problem isn't valid, as it certainly is. I'm just curious.
Also, try to do at least some of your tests on the testmy.net site so that there will be a record that can be easily accessed by the reps. I see that you have an account set up ( http://testmy.net/quickstats/MrChange ) and had done some tests with that account in February.