Hey ButterCat,
Thanks for reaching out!
After looking through your screenshots/data it looks like there is a considerable amount of packet loss that starts at the first hop as you have already identified. I would suggest starting here in your troubleshooting efforts here to see if you can make any changes to this before moving onto the packet loss that starts at hop 2 (especially if hop 2 is your ISP, as they will likely point at the packet loss at hop 1 before looking into hop 2 also).
Considering this I suggest checking out the following articles on troubleshooting local network problems:
https://www.pingplotter.com/fix-your-network/local-network-problems.htmlhttps://www.pingplotter.com/wisdom/common-network-problemsIf you are able to resolve the packet loss starting at hop 1 and are still experiencing packet loss starting at hop 2 I suggest reaching out to your ISP at that point.
With that said if this leaves you with any other questions or concerns please let us know!
Thanks,
-TJ