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You may have missed some of what tkessler said:
You can check your hops if using win9x by clicking start/run, type:
tracert www.????.com

If you are on a Mac, the start/run won't mean anything -- there must be a way to do a tracert, but I don't know what it is.

You don't enter the "tracert" in your browser -- you have to run tracert the same way you would run scandisk or defrag -- and it has at least one option/parameter you have to pass to it: the URL you want to check.

An alternate way to run tracert is to open an MS-DOS window, and then do:
tracert www.????.com >trace01.txt
Let it finish. Then you will have a file that shows the result of your tracert -- your ISP support group will need this in order to come up with their definitive excuses.

Hope this helps!
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