Thanks for the advice. I've tried it without the faceplate and the line is much better. The stats are:
Downstream 5204 kpbs, snr 12.7, attn. 38.0, output 0
Upstream 792 kpbs, snr 15.4, attn. 20.2, output 12 dBm.
For the other questions, nothing else using internet (only phone plugged in, no extensions), Windows 7 and 8, yes been checking both cable and wireless. Here is the link to the last test. Going to try plugging the faceplate back in to see if that causes it to drop. To be honest, the most frustrating thing is the lag spikes I get on my online gaming, not evident on the mobile BB. Oh well, report back in a moment.