If the cable length is under 100 Meters, you should be fine. Check the termination points for poor connections and test connectivity from both floors (so you see if the cable really is causing a problem or not). I would find it doubtful it's a cable issue and it's probably something you need to contact Level 10 about. (Additional testing - setup a home PC with a ping to both your office and to another public IP. If your office is intermittent from home but the other IP (say
www.google.com) isn't, then you know its a level 10 issue.