Hey Rapidfalcon,

As mentioned above, the second Hop network is where the packet loss starts; and appears to continue on.
Just guessing, but would need to know if hop1 is your internal network, and what hop 2 is. If you are running a private network behind your modem; and hop2 is the network on your modem then there could be an issue with the connection between the modem and the ISP. Less of an issue in your location, and more on the ISP side. As mentioned above as well, you'd best get some screen shots and testing to the ISP to validate your case as I know before they accept any responsibility they will want to test end to end. You will most likely want to test a handful of endpoints to prove any theory out as well.