High ping may occur when the server is running at normal tick speed. Compare the player's network path with the externally observed response of the server to understand the problem.
Step by step
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Let the player try the same server on his own network using a wired connection or mobile access point. Let it test the effect of large downloads and VPN separately in the background.
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Let the manager get values for the same hour from players in different regions. If only one provider is affected, the regional network path is the stronger candidate.
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If there is a proxy, examine the player-proxy and proxy-backserver paths separately. Note where the latency measurement in the server status tool is taken from.
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Measure again with the same time and same player. The response time of the vehicle and the in-game ping do not have to be exactly the same.
Keep in mind
Just verify network findings before changing view distance or RAM setting to lower ping.