If you are having trouble reaching your site, our support may request that you run a "Traceroute".
This is a command which tracks your attempt to reach the site from your computer. It traces all of the steps that the attempt takes and also where it actually ends up.
If you are using Windows, here is how to do it:
If you are using a Mac, these are the steps:
You should run a traceroute and take a screen capture of the results. Those should be forwarded with your support ticket to help us troubleshoot the issue.