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Cannot seem to access website/webhost, and I'm getting the run around from their Tech Support

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Cannot seem to access website/webhost, and I'm getting the run around from their Tech Support

I'm hoping that some of you that may be slightly more familiar with web routing than I am can help.  I admin a website hosted on bluehost, outlandertravel.com 69.195.124.199

About a week ago, I could no longer reach the webserver.  Pings to the IP result in 

 

ping outlandertravel.com

Pinging outlandertravel.com [69.195.124.199] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 69.195.124.199:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

 

A tracert shows:

 

tracert outlandertravel.com

Tracing route to outlandertravel.com [69.195.124.199]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.1
2 8 ms 7 ms 8 ms 96.120.69.81
3 8 ms 7 ms 8 ms 96.108.101.109
4 8 ms 8 ms 8 ms 162.151.190.194
5 8 ms 10 ms 9 ms 68.85.106.229
6 16 ms 12 ms 23 ms be-2-ar01.needham.ma.boston.comcast.net [68.87.147.149]
7 20 ms 21 ms 20 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86.90.217]
8 42 ms 42 ms 43 ms be-10305-cr02.350ecermak.il.ibone.comcast.net [68.86.85.202]
9 63 ms 64 ms 68 ms be-10521-cr02.1601milehigh.co.ibone.comcast.net [68.86.85.170]
10 62 ms 64 ms 66 ms be-12021-cr01.champa.co.ibone.comcast.net [68.86.84.225]
11 73 ms 74 ms 75 ms be-7922-ar01.saltlakecity.ut.utah.comcast.net [68.86.90.226]
12 74 ms 77 ms 75 ms po-1-rur01.orem.ut.utah.comcast.net [162.151.9.186]
13 74 ms 75 ms 76 ms be-11-sur03.orem.ut.utah.comcast.net [162.151.9.190]
14 75 ms 77 ms 75 ms 50.225.56.182
15 75 ms 74 ms 75 ms eth4-33-4.prvspn002.net.unifiedlayer.com [162.144.240.169]
16 89 ms 89 ms 88 ms po99.prv-leaf6b.net.unifiedlayer.com [162.144.240.23]
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.

 

My understanding is that after hop 13 ms be-11-sur03.orem.ut.utah.comcast.net [162.151.9.190], I've now left the Comcast network and I'm on the internet.  The last 2 hops 15 & 16 through unifiedlayer.com are actually Bluehost servers, but I never reach the last hop which should be box999.bluehost.com (69.195.124.199).

 

Bluehost is trying to tell me that my ISP is blocking my IP from reaching their servers, which just doesn't seem right to me.

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Expert

Re: Cannot seem to access website/webhost, and I'm getting the run around from their Tech Support

Nah. It's not any ISP / backbone transit provider. Your packets are into your webhost's webspace. You need to contact them again. Send them a copy of your traceroute. Good luck !!



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New Poster

Re: Cannot seem to access website/webhost, and I'm getting the run around from their Tech Support

Thanks, that's exactly what I thought!