IP address for home security monitoring

I am no longer able to remotely connect to my home security panel via Bosch RSC cell phone app.   After calling Vigilant Security, here in State College, their network tech said he is currently unable to "ping" my IP address.  When they originally setup the panel, they said the IP address was [Edited: "Personal Information"].  Now we are seeing [Edited: "Personal Information"] but they are unable to ping that from outside.  

I'm just a homeowner whose systems are not talking to each other.  Is there something blocking Vigilant Security from pinging my system?

The monitoring station doesn't have an issue with connection to my panel.  The issue is with Remote