Getting an internet routing issue fixed

I was hoping that someone could provide some guidance in getting an internet routing issue fixed.

I reside in Ann Arbor, MI and have Comcast as my ISP. The issue I have is trying to connect to an ip address in Austin, TX. The ip address is owned by a cloud service provide called Otava and is

On their platform, I have made this pingable. My problem is getting Comcast to fix the route from my location to it fixed. I can ping this address using either a thered cellphone or tunneling all traffic through another ISP.

This is my traceroute:
Tracing route to over a maximum of 30 hops

1 11 ms <1 ms <1 ms
2 10 ms 9 ms 18 ms
3 11 ms 13 ms 10 ms []
4 13 ms 13 ms 11 ms
5 15 ms 11 ms 12 ms
6 15 ms 14 ms 22 ms
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * reports: Destination net unreachable.

I would assume that either this AT&T router isn’t set up correctly or some othe router in this path send it incorrectly.

I have tried opening complaints with the Michigan Public Service Commision, and did have someone at Comcast call but they either do not know how to fix their issue or are unwilling to provide contact info for a techincian whom may be able to resolve my issue.

If I knew who to call, I think this could be fixed.

Thanks and please verify that you can ping this address. This may help to find other locations that may follow this not working path.