Response To Support Ticket

Recently my VPS was not accessable when browsing to sites hosted on it. I noticed it and so did members of a forum hosted on the VPS.

I did a traceroute:

11 27 ms 27 ms 27 ms i-9-0.sydp-core01.net.reach.com [202.84.221.89]
12 180 ms 180 ms 180 ms i-3-0.wil-core03.net.reach.com [202.84.140.29]
13 180 ms 180 ms 191 ms i-3-4.wil03.net.reach.com [202.84.251.162]
14 180 ms 181 ms 181 ms assign.net.reach.com [134.159.63.66]
15 854 ms 261 ms * t3-2.mpd01.lax01.atlas.cogentco.com [154.54.3.141]
16 192 ms 192 ms 193 ms t7-1.mpd02.sfo01.atlas.cogentco.com [154.54.6.30]
17 193 ms 192 ms 193 ms t4-1.mpd01.sjc05.atlas.cogentco.com [154.54.6.70]
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.

Those tracert's were timing out just before (one hop) they got to
18 193 ms 193 ms 192 ms Managed_Solutions_Group.demarc.cogentco.com [
19 193 ms 192 ms 196 ms vz07-ca.privatesystems.net [205.209.146.207]

The last one I assume is the node of my host and one hop before it gets to my vps.

So, if I received a response (almost an hour after submitting) from support that "I'm not seeing any issues with your VPS currently. From the trace route you have provided, it would appears that there is an issue along your ISPs connection. Please contact them for further assistance."...

Would you agree it's an ISP issue or network issue at the data center? I believe it's not an ISP issue and that I received an inaccurate and unacceptable response.