If this is the case, we may ask you do a traceroute and send us the results.
Traceroute on Windows
Click on the Windows start button and in the the search box type “cmd” to find/open the command prompt:
When the command prompt is open type “tracert domainname.com” for the website that you want to perform a traceroute to.
After you hit the Enter key, the traceroute will run, and you will see something like this:
This is a list of all the hops that your connection takes to connect to the web server. Pretty neat. As you can see, there can be a lot of network points that you travel through to connect to a web server.
To copy/paste, right click on the command prompt window and choose the “select all” option. Then use CTRL+C to copy and CTRL+V to paste into an email or text document.
Traceroute on Mac OSX
On Mac OSX you can use the Network Utilities app to perform a traceroute. It seems a little tricky to locate the Network Utilities on the various versions of OSX, so here’s what we recommend.
Open Finder, click on the Applications folder and then in the search box type “Network Utilities”:
See the Network Utility app? Double click on that to open it.
Once the Network Utilities app is open, click on the Traceroute tab, enter the domain name you want to perform a traceroute to, and click the Trace button.
You can copy/paste the results into an email or text file and send it to email@example.com.