Generally when a product doesn't work for half an hour every day, with no acknowledgement from support or fix, I would hesitate to use the word "premium." I've also lived with 12 Mbps DSL; at least it was rock solid 24/7.
That's the big problem with cable / DOCSIS: it's totally inconsistent from one day to the next. The last time I had trouble, they indicated there was "upstream ingress" in the neighborhood. This caused significant packet loss and took literally months for them to track down. In my experience, unless it's a complete outage, cable companies do not give it a priority.
