Have you had a technician visit recently? If so, what did the technician say/do? I would like to assist you in resolving this issue but would probably have to access your account and run a diagnostic test on your cable lines as well as check your previous service history.
We just had the internet installed, and prior to getting rogers installed, we never really had packet loss. I just had rogers support send a ticket to the engineering department to upgrade our firmware, as I heard that the CGN3ASCMR with its default firmware had many problems.
Can you log into the modem, navigate to the STATUS.... DOCSIS WAN page, copy the downstream and upstream tables and paste them into the thread. You can simply copy the text components of the tables and paste the text here, so you don't have to paste an image somewhere and then link it back to the thread.
Those tables contain the cable signal levels, which on a new installation should be ok, but, its always worth a quick check.
Firmware version 18.104.22.168 is problematic for many applications. Until the next version is loaded, which is 22.214.171.124, the best thing to do is restrict your activities to simple web cruising, which will keep the frustration levels to a minimum 🙂
I've been disconnecting from hearthstone, but a twitch stream continues to run in the back, so hopefully it really is just a firmware issue. However, when I disconnect from hearthstone, it is just for 10-15 seconds, also according to my CMD, I have 0% packet loss.
Those signal levels aren't too bad. If you were to graph the downstream levels you would see a shallow U shape. Both ends are a little high but I don't think they will cause any problems. The signal to noise ratios are good. The upstream power levels are good as well. If you get to the 72 hour point from the initial time that the modem went online, with no signs of the update, it will be time to send a pm to @CommunityHelps. Let us know if you get to that point, and I'll post further instructions if required.