[Ignition]

From Poplar core (the same that they show in their trace)

To: 62.253.185.81

Using pings of 1420 bytes as above:

Sending 1000, 1420-byte ICMP Echos to 62.253.185.81, timeout is 2 seconds:
Success rate is 100 percent (1000/1000), round-trip min/avg/max = 1/2/36 ms

To the hop 10 in the trace above:

Sending 1000, 1420-byte ICMP Echos to 212.250.14.61, timeout is 2 seconds:
Success rate is 100 percent (1000/1000), round-trip min/avg/max = 1/2/40 ms

To Cogent 1st hop, the peering router which tele-ic-1 connects to, in their trace this is 9 118 ms 117 ms 118 ms p3-0.core01.lon02.atlas.cogentco.com [130.117.0.45]

Sending 1000, 1420-byte ICMP Echos to 130.117.0.45, timeout is 2 seconds:
Success rate is 94 percent (940/1000), round-trip min/avg/max = 20/74/300 ms

Not much else to say really, they are wrong, worked ok at one point for them when they were testing however their traceroute shows where the fault lies:

9 118 ms 117 ms 118 ms p3-0.core01.lon02.atlas.cogentco.com [130.117.0.45]
10 212 ms 209 ms 209 ms tele-ic-1-ge-001-217.inet.ntl.com [212.250.14.61]

Ping response shown by them is normal for Netapps.