my webpage is down, can't access to cPanel

Asked by:
sergiomm / 8 Points
2013-05-30 1:04 am EST
Website Troubleshooting

The site I'm working on is, it's down. And i canĀ“t even access to the cPanel.

ip adress:
The ping command returns timeout, 4 packages sent, 0 received, 4 lost.

The traceroute gives me 2 results
1 63 ms 97 ms 98 ms dsldevice.lan [ip adress........]
2 552 ms 651 ms 651 ms [ip address......]
..the rest is timeout up to number 30.

Any help?

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12,017 Points
2013-05-30 9:13 am EST
Hello sergiomm,

Thank you for your question. I confirmed your website is available to the world, by performing a test on

This looks to be an issue with your Internet Service Provider (ISP). As per your traceroute result, the last good hop was from:
552 ms 651 ms 651 ms

I recommend forwarding your full traceroute result to your ISP as evidence of a routing issue.

If you have any further questions, feel free to post them below.
Thank you,


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I tried frm another ISP, trough the data connection in my phone, and get some people to try from their home and workplace.
I still can't access.
Any other hint?
However trying to enter to cPanel results in the same error.
8 Points

2013-05-30 11:32 am EST
Hello Sergiomm,

Our apologies for the problem you're having. Apparently, there have been some reports of routing issues from your general location, and it needs to be investigated, but we need some further information from you. Typically, a problem like this requires an email to our live technical support team at They would need a full traceroute and your local IP address in order to properly identify the source of the problem.

However, I will also send an email that gives the instructions on creating a traceroute. Please make sure that you also include your IP address. I will notate your account explaining the issue.


Arnel C.
16,349 Points
2013-05-30 12:33 pm EST
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