Latency Issues since new router was installed

Pings are running 1400 ms through out the day around 80% of the time. New router installed 2/6/2020. called 800-288-2020 3 times and waited for 1 hr & 30 minutes, then hung up. Ran fix it tests, on hold at this time as the system said it could not find the problem and need to connect to an Agent. Is there another way that I can report this. Pet Nextdoor app in the Madison Cty in Mississippi, there has been about 30 complaints made by Direct & U-Verse TV customers for internet problems. Router has been reboot 3 or 4 times since 2/6 and still has the same problems. Same problem reported last year.