Thanks for reaching out!
After looking at the attached screenshot it looks to me like there may
be a bandwidth saturation issue however, it is hard to say with certainty considering your first two hops appear to be down prioritizing the ICMP packets sent by PingPlotter.
To try and get these devices to respond to PingPlotter I suggest running traces directly to each of these IP addresses (for hops #1 and #2 in your trace to Google). This should
cause these devices to respond better, giving you a clearer look at what is happening in your home network and right at the ISP.
You can read more about ICMP down prioritization in the following article: One Poorly Responding Router
Along with that you can also try an alternate packet type such as UDP or TCP to get these first 2 hops responding better. You can find instructions on setting up new named configurations (using different packet types) in the following section of the PingPlotter manual: Named Configurations Note
is required to use TCP packets with PingPlotter.
After getting these hops to respond better you will be able to see if this packet loss is originating at the first or second hop in your route. Note that the first hop is your local network (router) and the second hop is likely your ISP
If this leaves you with any questions let me know!