Hello!
Thanks for writing in - we appreciate it!
It sounds like you've done your homework! You are correct, hop 1 is your router and hop 2 is your modem. Hop 3 looks to be ISP (as it is using a public IP address).
Since the latency at hop 3 doesn't carry to the final destination (google.com) there really isn't anything to worry about. What is happening at hop 3 (and hop 4) is those devices predawn prioritizing our requests specifically targeting them thus causing the latency.
We cover this in our knowledge base here -
http://www.pingman.com/kb/5 The screenshot that you've posted doesn't *seem* to point to any specific problem (although, it's tough to tell with 10 minutes of viewable data). Your final target is responding back with a decent latency, and no packet loss (which would be considered good results in most cases). This isn't to say that there isn't a problem, though - it just means that a little more work may be required to capture your issue.
The first thing we'd recommend is some additional monitoring with PingPlotter - ideally to one of the services you're experiencing issues with. This way PingPlotter can capture any periods where you may be experiencing issues while browsing websites, gaming, or steaming video. You can then start to match up any patterns you're noticing in PingPlotter to any bad network performance to narrow down what the culprit here may be. We've got a great guide that goes over the process of troubleshooting any issues like this, which may prove helpful to you here:
http://www.pingplotter.com/netnirvana/Hopefully this helps out! If you should find yourself needing any other guidance, feel free to send over any .pp2 files that you may have collected ("File" -> "Save sample set"), and we'd be more than happy to take a look and offer any advice we can from there.
Best Regards,
-Joshua
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