Multiple customer issues, trying to understand some odd results

Hello,

As some background i work mostly in small/medium business and ran into a service call for VPN related issues. After doing some diagnostics it seemed like packet loss straight at the modem, the ISP (Cox) is saying everything is fine, weird. I decided to check 5 other Cox customers and found similar issues so i proceeded to see if there was a common cause.

The part i'm stuck on is this traceroute, the first hop's?!

Traceroute 1 (customer that contacted us).

traceroute to 4.2.2.3 (4.2.2.3), 30 hops max, 48 byte packets 1 10.4.8.1 9 ms 6 ms 6 ms 2 100.120.244.96 9 ms 9 ms 8 ms 3 100.120.245.4 42 ms 11 ms 10 ms 4 68.1.5.157 15 ms 15 ms 15 ms 5 62.115.168.234 16 ms 17 ms 17 ms 6 62.115.33.117 15 ms * 

Customer 2 - two towns over. about 100 miles apart.

traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 48 byte packets 1. 12ms 11ms 9ms 10.4.120.1 2. 9ms 10ms 11ms 10.4.120.1 3. 12ms 13ms 14ms 100.120.244.120 4. 44ms 19ms 18ms 100.120.244.213 5. 24ms 45ms 25ms nyrkbprj01-ae3.0.rd.ny.cox.net 68.1.5.157 This goes on for another 7 hops till destination. 

I found all 5 customers IP's part of AS22773, unfortunately this is where my knowledge ends.

Either way i'm at the mercy of the ISP but am i looking at the right thing? Thanks!

https://beta-ui.stat.ripe.net/launchpad/S1_AS22773_C2C4C17C12C13C14C15C16C7C9C6C10

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Edit: I guess the question was not obvious, i'm trying to gain more information to give the ISP. I have some results that may or may not be normal, should i be seeing RFC1918 ip's after my external IP? The traceroutes are from the firewall which is directly connected to the modem.