There comes a time where you have to get bitchy to get results.

Folks,

This is my fifth attempt to contact someone on this issue.  I have entered 3 e-mails attempting to contact someone via the Live Chat support site, and when I once called 1-888-443-4678 for technical support, the agent who answered informed me that she was in training and couldn’t help me with my problem, but offered to take a message for a callback instead.  I refused, and she gave me the technical support line 1-888-446-9932.  I have called this line twice and attempted to get to a technical support rep, both times being dumped to a voicemail box after being on hold for twenty minutes.  I’m getting extremely irate and will be taking my hosting to another company very soon, and bringing my girlfriend’s site along for the ride as well, since she’s affected by this same issue.

The issue is, to wit:

I cannot connect to http://cdn1.the-orbit.net/lousycanuck or http://www.pixelsnake.ca , both of which are on ns66.servepower.com, from my home Eastlink consumer cable internet connection.  This is a dynamically assigned IP address connection, and my current IP address is [home IP] .  I can, however, connect to both sites just fine from my work internet connection, which is also through Eastlink, at [work IP].  I suspect that somehow my home IP address is banned at the server side, because of the following two traceroutes.

From home:
jthibeault@kent-itmgrlaptop:~$ traceroute the-orbit.net/lousycanuck
traceroute to the-orbit.net/lousycanuck (72.15.144.248), 30 hops max, 40 byte packets
1  192.168.0.1 (192.168.0.1)  2.266 ms  3.781 ms  4.787 ms
2  [home’s gateway]  22.328 ms  23.044 ms  23.637 ms
3  nwmn-asr2.eastlink.ca (24.215.102.101)  23.208 ms  23.840 ms  24.151 ms
4  * hlfx-br2.eastlink.ca (24.215.102.149)  36.263 ms  37.526 ms
5  if-12-1.icore1.MTT-Montreal.as6453.net (206.82.135.5)  62.539 ms  63.062 ms  63.376 ms
6  if-2-0-0-29.mcore4.MTT-Montreal.as6453.net (216.6.115.69)  50.473 ms  44.022 ms  33.149 ms
7  if-3-0.core2.NTO-NewYork.as6453.net (216.6.115.22)  47.160 ms  47.940 ms  48.087 ms
8  Vlan13.icore1.NTO-NewYork.as6453.net (216.6.97.6)  56.070 ms  56.651 ms  57.342 ms
9  ix-13-2.icore1.NTO-NewYork.as6453.net (209.58.26.22)  43.447 ms  49.637 ms  50.804 ms
10  0.ge-5-1-0.XL4.NYC4.ALTER.NET (152.63.3.121)  49.969 ms  51.006 ms  51.329 ms
11  0.so-0-0-0.XT2.VAN1.ALTER.NET (152.63.138.58)  121.495 ms  121.866 ms  122.107 ms
12  194.ATM7-0.GW2.VAN1.ALTER.NET (152.63.136.253)  109.178 ms  111.076 ms  115.109 ms
13  primus19-gw.customer.alter.net (209.167.46.26)  113.588 ms  113.954 ms  114.480 ms
14  209.90.179.234.gs.unused.primus.ca (209.90.179.234)  115.221 ms  115.654 ms  121.128 ms
15  72.15.159.196 (72.15.159.196)  122.298 ms  123.341 ms  123.640 ms
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *

From work:
C:Documents and Settingsjthibeault.[domain]>

tracert the-orbit.net/lousycanuck

Tracing route to lousycanuck.ca [72.15.144.248]
over a maximum of 30 hops:

1    <1 ms    <1 ms    <1 ms  [gateway’s IP address
2     2 ms     2 ms     2 ms  hlfx-br1.eastlink.ca [24.215.101.197]
3     2 ms     2 ms     2 ms  hlfx-br2.eastlink.ca [24.222.79.238]
4    18 ms    18 ms    18 ms  if-12-1.icore1.mtt-montreal.as6453.net [206.82.1
35.5]
5    18 ms    18 ms    17 ms  if-2-0-0-29.mcore4.mtt-montreal.as6453.net [216.
6.115.69]
6    25 ms    25 ms    25 ms  if-3-0.core2.nto-newyork.as6453.net [216.6.115.2
2]
7    26 ms    35 ms    35 ms  vlan13.icore1.nto-newyork.as6453.net [216.6.97.6
]
8    21 ms    26 ms    21 ms  ix-13-2.icore1.nto-newyork.as6453.net [209.58.26
.22]
9    21 ms    21 ms    21 ms  0.ge-5-2-0.XL3.NYC4.ALTER.NET [152.63.3.165]
10    94 ms    94 ms    94 ms  0.so-3-0-0.XT1.VAN1.ALTER.NET [152.63.136.18]
11    94 ms    95 ms    94 ms  195.ATM6-0.GW2.VAN1.ALTER.NET [152.63.136.249]
12    94 ms    94 ms    94 ms  primus19-gw.customer.alter.net [209.167.46.26]
13    96 ms    95 ms    95 ms  209.90.179.234.gs.unused.primus.ca [209.90.179.2
34]
14    95 ms    95 ms    95 ms  72.15.159.196
15    96 ms    96 ms    96 ms  ns66.servepower.com [72.15.144.248]

Trace complete.

As you can see, both traceroutes make it all the way to the gateway immediately before the server on which I’m hosted, being 72.15.159.196.  Any attempt to connect to my own site from home simply times out.  It has been this way for almost two weeks now, having happened shortly after some apparently legitimate downtime.  I suspect that you may have put in some security measures to block a DoS attack or something along those lines, which is understandable.  However, by no means should I be paying for a service that I cannot access from my own home.  If you have blanket-banned all Eastlink cable accounts please let me know so that I can cancel my service with you and move to another hosting provider.  If somehow only my own IP address is affected and I am compromised, please inform me so I can take steps to rectify the situation.  At no time has anyone bothered to inform myself or my girlfriend that we were being banned for any legitimate reason, so I would appreciate it if someone could explain to me why this issue is ongoing.

I hope this will automatically generate a ticket for this issue like the IVR on the technical support line has claimed, because if so, I will be calling immediately and repeatedly because two weeks is far too long for this issue to be ongoing.

Thank you for your time and have a good day.