experiencing packet loss, not sure how to fix

I called my ISP and chatted online with an agent at my ISP and neither really understood what packets were, how to fix it, or anything..they just kept telling me "well on my end your download speed is fine" while I have proof that I have packet loss, so i'm not sure what to do. Here is an example of a pathping I performed to one of Blizzards central servers

Tracing route to 199.108.62.157 over a maximum of 30 hops

+ 0 Elijah-PC [] 
+ 1 192.168.0.1
+ 2 207.108.106.196
+ 3 bsmr-agw1.inet.qwest.net [207.108.107.25]
+ 4 bis-core-01.inet.qwest.net [205.171.161.33]
+ 5 * * *
+ Computing statistics for 100 seconds... Source to Here This Node/Link
+ Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
+ 0 Elijah-PC [] 0/ 100 = 0% |
+ 1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1 0/ 100 = 0% |
+ 2 72ms 0/ 100 = 0% 0/ 100 = 0% 207.108.106.196 0/ 100 = 0% |
+ 3 82ms 0/ 100 = 0% 0/ 100 = 0% bsmr-agw1.inet.qwest.net [207.108.107.25] 1/ 100 = 1% |
+ 4 77ms 1/ 100 = 1% 0/ 100 = 0% bis-core-01.inet.qwest.net [205.171.161.33]

Trace complete. Sorry about the mess, not sure how to convert the format from the notepad document to this