Massive packet loss

[Vasya]

Hello!
I have a problem with Internet connection, it's just insane!

I signed a contract with Vodafone this September.
My PC and game console are connected to modem with cable, NOT wifi.
Line looses from 5 to 25 percent of packets. Sometimes it's impossible to make calls with messengers or play online games.

I sent a request to technical support on 14th September, attached info, statistics, etc.
After a MONTH it answered that can't help me because I wrote my question in English. And send me to this forum.
Can someone help me please?

Vodafone Dialog ID: xxxxxxx
Kabel Deutchland Nachricht Referenznummer xxxxxxx

Edit: Dialog/Referenz-ID deleted. Boris 

[Vasya]

[Manu]

Hallo Vasya,

thanks for the screenshots.

Since the Packeloss is already at the 2nd Hop, I would like to exchange you the router. What do you say?

Best Regards, Manu

[Vasya]

Hi Manu,

If it will help, I would be very happy. What should I do to exchange it?

Best regards,

Vasya

[Manu]

Hi Vasya,

You don't have to do anything first. I will send you the new router. When it arrives, please exchange the devices and send the old one back to us with the return receipt.

The package will be at your place in about 3-4 working days.

Best Regards, Manu

[Vasya]

Hallo Manu,

Ok, thanks, then waiting for the router, will write how it goes when it arrives.

Best,

Vasya

[Vasya]

Thanks, it helped

[Moni_GK]

Hello Vasya,

I'm glad to hear that it worked and now everything is working again. May I close here then?

Best regards

Moni

[Vasya]

Sure, thanks!