It is suggested to use PingPlotter Freeware to generate a traceroute to send to HostGator. This solution is perfect for PC's. For directions on how to use PingPlotter, please read the related article: How to use WinMTR or PingPlotter.
If you have a Mac, please read: How do I run a traceroute on a Mac?.
Once you have completed the traceroute, please send the snapshot to support@hostgator.com along with the details of your problem. If you already have a support ticket open, please reply to the existing ticket for fastest service.