Packets dropping

[#1]

Hi
I'm just wondering if anyone can share some light on my problem.
I have a call in with Plusnet and the support guy thinks it's my line to the exchange.
If I use ping plotter to ping bbc.co.uk and google.co.uk I find a large amounts of packets drops on hop 3,4  and 5 which is...
84.92.0.141 gi1-2-904.pcl.gw02.plus.net
212.159.0.190 te2.2.thn-gw2.plus.net
212.159.4.28 vl23.pte-gw2.plus.net
The support guy wasn't interested in this information which is fine because he wants to run a 48 hour lines test. Again, this test is fine over the weekend.
I am hoping someone can look in to these dropped packets.

[#2]

Ah, I have just seen another thread which states business support closes at 8pm.
Should I phone Business support again tomorrow?

[#3]

The dedicated business support team leave at 8pm, but you can still phone anytime 24*7 and an agent will be able to help you.