This packet loss is terrible but your latency looks very good. When you're having these problems, are you seeing packet loss to any other locations or sites? A good way to check is to open several command shells and ping to various locations en route to our network. For instance, in one window ping your in home router, then your ISP default gateway, then our IP address. You shouldn't be seeing any packet loss to your network.
Ping statistics for 18.104.22.168:
Packets: Sent = 831, Received = 783, Lost = 48
Approximate round trip times in milli-seconds:
Minimum = 32ms, Maximum = 102ms, Average = 34ms
A tool that does this for you, but without all the hassle is WinMTR (available on sourceforge.net).