Starhub surfing issues

I have noticed that in the evening the Internet connection at my place slows to a crawl.  In some instances it just doesn't really work at all.  It is fine during the day and the slowdown only occurs during peak hours (8pm to midnight or so).  I sent an email to Starhub (my ISP)  indicating that my surfing is very slow during peak hours and I received the following (after several days):

Thank you for your web form.

Please accept our sincere apology for the extended time taken to
reply due to high volume of emails coming into StarHub.

We wish to better understand the slow access that you are
experiencing. Hence, we would appreciate it if you could provide us
with the following, as this information will assist our engineers in
their investigation:

1. HFC MAC ID (found at the barcode sticker on the cable modem):
2. Cable modem light status :
3. When did the issue start and what time the issue would occur most
likely?:
4. Operating system (OS version / Service Pack):
5. Can the issue be resolved when with a direct connection between
your PC and the cable modem (bypassing your router)?
6. Please list Firewall, anti-virus, peer-to-peer software running on
on your PC. (Please include vendor and version) :
7. Have you done any tweaking to the OS Registry:
8. Would you encounter the same issue on a different PC?
9. Please provide the Port number and IP address of the site/server
that is having latency :
10. Test account userID and password (if any) :
11. Server admin's contact number or email address:
12. Problem occur at which point (ie. Bed Room, Living Room):
13. Java Version (Refer to Network Utilities Guide.pdf for a guide to
verify the Java version) :
14. Please connect your cable modem directly to the computer,
bypassing any router when performing the following tests. : 3 x
Download speed, ping statistic, traceroute to the website you
experienced slow access, pathping, IP configuration detail. (Refer to
Network Utilities Guide.pdf for the guide on how to obtain the
information from our website)
15. Date and time of when the results are performed:
16. How long does it take for you to load up the website that you
experience slow access with?

The following conditions must be fulfilled for an accurate test
result:

1. Computer connected directly to cable modem (i.e. bypass the
router, if any).
2. No wireless connection.
3. Latest Java plug-in (Download the latest at
http://www.java.com/en/download/manual.jsp
a href="http://www.java.com/en/download/manual.jsp" target="_blank">http://www.java.com/en/download/manual.jsp> )
4. Use Ethernet connection (UTP 100BaseT) whenever possible.
5. No other Internet software running

I indicated to Starhub that I was not going to go through all this (frankly I don't know how to do half of it) - I also said I disappointed in their service.  They wrote back to tell me that they couldn't check into this until I provided the information they requested.

I don't have the time or the expertise to do most of this.  I guess I just have to live with this poor Internet performance (or switch to Singtel perhaps?).  Does anyone notice a major drop-off in speed during peak hours?  (in my case surfing grinds to an almost complete stop and it is simply not practical to use the Net at all).

Emily