Packet Loss / High Latency @10.38.180.1 Chandler, Arizona

I don't have the full tracert. but: Tracing google.com (216.58.217.206) 1) 1ms 1ms 1ms ---- 192.168.1.1 2) 12ms 203ms 251ms ---- 10.38.180.1 3) 12ms 8ms 8ms ----- 100.127.65.210 4) 65ms 20ms 53ms --- 70.169.73.90 5) 20ms 20ms 20ms --- 68.1.5.139 I am experiencing packet loss that goes along with the high latency on hop #2. Past three nights.