Bad packet loss at peak times daily!

having bad packet loss on a daily basis at peak times. Usually between 6.30pm and 9.30pm daily and on weekends. I do a packet loss test and see i have loss between 30 and 50 percent. Strange enough i know people on mweb and they experience the same issues at the same time! i have escalated the issue and it was resolved for a few days ad it started again. escalated multiple and they dont seem to investigate the issue at hand!