some routing issues?

ok so ever since shaws problems on the 19th some weird stuff has been happening. the first point being that even after they fixed it, they still has 2 reoccurring issues with packet loss since then, wich seem to have been resolved, and even tho my connection is fairly stable right now, my line quality tests are giving some weird results, first of all my first hop time is jumping all over the place because it cant get an accurate measurement, this shows a problem to start, secondly, my test results are now between 76-78 ms instead of the 66-68 ms they were showing before, there is also 2 hops that have been added since, went from 13 to 11. and everytime i do a test it shows 1 packet lost to my router but only from central not western, and all other tests indicate 0 packet loss, my problem isnt the packet loss though, its the ping and the route shaw is taking, for example when i ping my default gateway wich is the cmts in my area, i get 7ms, and a normal trace route of 2, but as soon as i ping something else, the second hop times out and the third hop is not my default gateway or cmts, i dont get this, in the picture i posted i hit shaws calgary dns servers, it times out so i took the third hop ip and tried trace routing that and of course it times out