If you play online games dont get excitel. Getting 5-20% packet loss.

Try to run trace route to 8.8.8.8 and then ping individual ip(s) to figure out where is the loss, then tell that to your lco or excitel support. This information might make them act on it.
I am also having 5-6 % loss in peak times, but all other times it's fine (0 % loss). I also tried a lot to get them to fix the 5-6% loss, but it usually happens around 8-10pm when my lco will not visit my house to debug the packet loss. I have stopped calling them now, they probably know that it's not solvable from their end, that's why they keep ignoring.

I did have a rather long chat with them over the phone, they took over my PC and ran their own diagnostics.

Thankfully the lady over the phone was very nice and understood my problem

They admitted to the speed problems and packet loss being an issue on their end, the lady also understood that I play video games and that video games require a constant connection so you can have a good browsing experience but a bad gaming one on the same network.

They have opened the ticket and told me they will fix the speed issue within 4 hours and asked me to call after that so they can work on package loss for games. Let's see how it goes.

update : So they actually fixed the issue, I guess I shouldn't have been that pessimistic, just played a game of Hunt without getting disconnected, the package loss has reduced to 1% when pinging google for 30 minutes straight.

It's not perfect but it's enough I guess.

made a duplicate post by mistake and I can't find the delete button, please ignore