Looking at your PingPlotter results I agree that the latency/packet loss you recorded would cause issues, especially when trying to play an online game.

Assuming hop #2 isn't your modem (based on the IP I wouldn't think it is) I suggest checking out our article on "Building a Case". Theres some good tips for helping you effectively communicate with your ISP to try and reach a resolution faster:

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

Best of luck!