Hello!
The screenshots you've provided here are definitely seem to be indicative of some problems... On first look, it would *appear* that things are going awry somewhere with Charter (somewhere around hop #12), but based off of the limited view we have, it's a bit tough to nail down exactly where the issue could be originating from.
The best course of action at this point would likely be to run a PingPlotter trace from inside the network that's experiencing problems (to somewhere outside the network - ideally to a site/resource that users are getting disconnected from). Generally, the closer the problem is to you (and to PingPlotter) - the easier it is to see (as you'll get a clearer picture of any potential issues).
You can either install PingPlotter on one of the machines at that site, or, you could make use of a remote agent setup (as I see you're running PingPlotter Pro here). For more information on how to utilize PingPlotter Pro's remote agent functionality, have a look here:
http://www.pingplotter.com/manual/pro/remote_trace.htmlWe'd be more than happy to review any .pp2 files if you'd like to send some over to us as well! If we can get a look at these, it's a bit easier for us to dig into things a bit deeper, and offer some more specific guidance/advice.
Please let us know where this leaves you!
Best wishes,
-Gary