Hey Jared,

Thanks for getting in touch!

I would agree with you - from just the screenshots I saw, it does look like there's an issue at hop 2. This hop normally is the ISP's demarc - so the issue could be with your connection to their demarc, or with the equipment at that hop.

My suggestion would be to get in touch with the ISP and let them know what you found. Typically, you can send them over PingPlotter results and they should be able to look at that and start their investigation. However, if you find yourself needing to make a case to your ISP, you can use the following resource to guide you in making an efficient and effective case:

https://www.pingplotter.com/fix-your-network/build-a-case.html

Let us know if you have any questions!