That is the exact copy/paste response they give to every single network related issue. They must have a very strange network requirement there. I got the same letter did everything, reloaded the game, even reloaded the PC and still had the issues. They said I needed a new modem, which actually did fix my problem. The odd thing is no other online game, or any other online activity had any issues at all other than ESO. I never saw dropped packets or issues with speeds and played multiple other online games on PC and Xbox without any issue on that exact modem.