At the head end? Then something odd may be going on indeed. If you have a combo router from them, you might be able to connect through your local gateway address (192.168.0.1, sometimes it may be 192.168.100.1) and pull up a utility section from there that will let you run traceroute and such that may reveal more information. Depends on how you are setup. Sometimes the user/pass are really simple like admin/password, admin/admin, user/password, etc. There may even be a FAQ out there telling you how to pull up your signal/event logs on their website that will provide you the address and login details.
If you can't get to a utilities section built into the router, the modem's connection/signal status pages and such may give you the primary gateway and/or CMTS addresses you can test against. You may indeed have some issues closer to home that they don't want you to see--and for good reason I guess. Because if you can show them there is a problem, they need to fix it.
Edit:
Try running this command from a command prompt to see if you get the list of IP's for the route:
Code:
pathping -n neolobby02.ffxiv.com
The -n switch tells it not to try resolving the host names for the IP's, so it should be able to report just the IP addresses. If you want to see the host data on a particular IP, you may be able to get that from sites like myip.ms or arin.net.
If using the -n switch fails to give the IP, then you can try looking up your real-world IP address through speedguide.net's
TCP Analyzer and from there we may be able to dig a little bit into what may be going on once we know the subnet you are on (if you click the address on that page, you will get some info and tools you can use to do some testing--may need to set your router/firewall to respond to pings either globally or from their server).