> I'm about 99.9% sure that shows the problem is their end.
On this occasion the 1% wins. The tracert proves nothing at all other than a router in the path cba to respond to low priority traffic which is how your tracert is classed.
That said I never get a decent speedtest result from TBB either so there is something wrong in the path or test.
===
Just tried this from my home connection and my own tracert looks fine....
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Windows\System32>tracert thinkbroadband.com
Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.0.1
2 10 ms 15 ms 11 ms cpc9-nrte22-2-0-gw.8-4.cable.virginmedia.com [81.109.113.1]
3 8 ms 11 ms 19 ms nrth-core-1b-ae1-2555.network.virginmedia.net [213.106.255.209]
4 9 ms 7 ms 9 ms nrth-bb-1b-so-511-0.network.virginmedia.net [212.43.162.241]
5 11 ms 11 ms 15 ms brnt-bb-1a-as2-0.network.virginmedia.net [212.43.162.217]
6 11 ms 11 ms 15 ms brnt-bb-1b-ae0-0.network.virginmedia.net [213.105.174.226]
7 14 ms 9 ms 11 ms brnt-tmr-1-ae5-0.network.virginmedia.net [213.105.159.50]
8 11 ms 12 ms 15 ms telc-ic-1-as0-0.network.virginmedia.net [62.253.185.74]
9 14 ms 17 ms 15 ms linx-gw1.thdo.ncuk.net [195.66.226.240]
10 15 ms 17 ms 15 ms gi0-24-10-star1.core-rs2.thdo.ncuk.net [80.249.97.9]
11 12 ms 18 ms 13 ms
www.thinkbroadband.com [80.249.99.130]
Trace complete.
C:\Windows\System32>
Looks like your last hop was TBB itself.