Latency - Peak Times

I have called Tech Support multiple times with the same line check, blah blah blah and can't seem to be escallated to someone with knowledge.

Everyday between 5pm - 11pm the Ping on my DSL package shoots upwards of 300-500ms compared to the normal 50-60ms

Running a Trace Route to various servers there is a 300-400ms response time with packet loss in the 2,3,4 hops. 

Is it a lost cause to try and get someone to trouble shoot this?   The verizon provided DNS is often middle of the pack when using namebench.   Should i just redirect my DNS?

It's almost pointless to have internet if you can't use it during the only times your at home and not working.