Hey there,

Thanks for getting in touch! Sorry to hear you're having troubles with your connection!

Usually, hop 1 is your edge router, so it's likely a device sitting on your own home network - probably a router that was leased to you or purchased, plugged into the wall to your "out" connection. If you switch to wireless, I'm guessing you have a different router in the middle processing your requests, but it'll still forward all of those to your edge router - which is why you'll still see those issues start at the same IP address. Does that clear things up a little? I'd give them the IP of the device where the problem's originating, and have them try to investigate what's throwing that intermittent packet loss.

Let us know if we can help with anything else!