There's an optimised traceroute using pie on one of the recent srormfiber thread pages. Send that and yours and it should get fixed. Alternatively, follow the troubleshooting steps on i3d.net. They are very helpful and might even get through to PTCL on your behalf. That's what they did for me and numerous other users when I was with Fiberlink.
There's an i3d.net thread too for more info into how it works.
Is this the trace route ur referring to?
Tracing route to hosted-by.i3d.net [185.179.202.196]
over a maximum of 30 hops:
1 6 ms 9 ms 2 ms 192.168.100.1
2 9 ms 3 ms 6 ms 192.140.151.1
3 7 ms 7 ms 5 ms 192.168.146.29
4 8 ms 16 ms 5 ms 202.163.124.53
5 5 ms 8 ms 3 ms 116.71.134.65
6 9 ms 8 ms 10 ms lhr63.pie.net.pk [221.120.223.53]
7 29 ms 31 ms 32 ms static-khi275-P02-pie.net.pk [221.120.254.18]
8 49 ms * 45 ms rwp44.pie.net.pk [221.120.248.3]
9 70 ms 85 ms 60 ms 213.202.2.4
10 * * * Request timed out.
11 112 ms 134 ms 125 ms 134.0.220.73
12 155 ms 131 ms 232 ms 1ge.omantel.i3d.net [185.179.203.49]
13 198 ms 213 ms 187 ms hosted-by.i3d.net [185.179.202.196]