Actually, it looks like your hop 1 packet loss is just as bad as it is downstream - and hop 1 is inside your own network. Based on this, I'd say the problem is with your own network, *not* your ISP.

If you're using wireless, then that could have issues and be causing packet loss. If it's wired, then look for a bad router / hub / network cable.

The latency at hop 1 is 0ms, which usually means it's in your network, not the ISPs.