You've basically pointed out the problem on your own, "high latency at the second hop". That second hop is the Cable Modem Termination System (CMTS) which controls and provides data services to its connected modems. During the day you're seeing reasonable times to the CMTS around 10 ms, and in the evening it increases to 50 ms. That looks like a heavily loaded CMTS, or perhaps the neighbourhood node which sits between the modem and the CMTS. You don't have a signal problem, you have a neighbouhood node or CMTS load problem.
If you want to track this, ping the CMTS address at 174.118.100.1 Run a 24 hour ping test to see the difference during that time period.
You really need to be speaking with a Level II tech, who has access to the load numbers. You will probably never be told what those numbers are, but, you can certainly point out the issue. The level I techs are useless in this case, so, the only question I would pose to them is "can you fix a CMTS load problem, yes or no?" If yes, ok, lets get on with this, if no, then pass me on to a Level II tech who has access to the CMTS load numbers.
Ultimately, the only solution to this is to split the neighbourhood node, which reduces the number of customers on the node. The end result is that the connected modems can be allotted more receive/transmit time slots which reduces the latency downstream and upstream. That node split can take months to plan and carry out, and these days, with pandemic supply chain problems, it might take more than a few months.
So, give a shot at speaking with a level II tech and see where it leads. At the very least, if you're speaking with a Level II tech, you should be able to have an educated conversation about latency to the neighbourhood node and the CMTS.
Food for thought, also take into consideration what might be happening on your own network. If you have a family with kids, then perhaps there is more traffic inbound and outbound in the evening than you would expect. That can also have a detrimental impact on the traffic latency. The solution in that case might include running a router that can run CAKE as a packet management scheme.
So, while it looks like there's an external issue with evening loads, consider what is running on your network during the evening as well.
Fwiw, the Level II tech should be able to ping your modem from the neighbouhood node, or CMTS, and vice versa, so, he or she should be able to run the same ping tests and come up to the same conclusion, the loads are too high at the neighbourhood node or CMTS.
You could also ask the Level II tech to check the OFDM MIBS, which is a breakdown of the OFDM channel into smaller sub-channels, each of which has its own signal level and signal to noise ratios. If those numbers check out, then I'd say the problem is a load issue.
I believe this is a typical issue with Rogers, network congestion is correlated to the sun coming and going along with the majority of users peak time. Packet loss occurs at peak hours, only way to avoid this loss is to setup a VPN on a provider that uses a more unused route of Rogers network, I have found this method is the only way to get around internal Rogers network congestion. Below is my smokeping from the last month tracking latency and packet loss internally on Rogers network, very jittery and funny to note it's my highest packet loss test, Google DNS, Cloudflare DNS never have latency issues on the Rogers network, only their own services.
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