Hi Carolynkomar,
its very sad to hear that. i'm not 100% sure on this one, but it might also be possible that your isp might be the one having problems. here in our place, the problems you mentioned is very similar to what we are experiencing with our isp. though lucky for me, the access to my server is not affected. but some of the popular sites are not accessible like yahoo mail.
so you might have unknowingly thought that your server is down, but actually you just cannot access it from your isp.
but to be sure, you could sign up for a site uptime monitoring service which could alert you every time that your site is down. basicstate.com is one of them that offers that service for free. they check your site every 15 minutes and would send an email to you immediately when it detected that your site is down.
btw, the support guys obviously failed to explain to you the trace route thingy. its main purpose is for them to have an aid in determining on which part of the network your connection to your website fails.
to get a trace route to your site, open a command prompt (start -> run -> then type 'cmd' without quotes). from there type in the command, replacing floroworks.com with your website:
Quote:
C:\Documents and Settings\huckyboy>tracert floroworks.com
Tracing route to floroworks.com [66.7.215.90]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.10.1
2 3 ms 3 ms 2 ms 192.168.40.21
3 4 ms 3 ms 2 ms xxxxxxxxxxxxxx [xxx.xxx.xxx.xxx]
4 5 ms 7 ms 6 ms xxxxxxxxxxxxxx [xxx.xxx.xxx.xxx]
5 7 ms 7 ms 6 ms xxxxxxxxxxxxxx [xxx.xxx.xxx.xxx]
6 336 ms 228 ms 243 ms xxxxxxxxxxxxxx [xxx.xxx.xxx.xxx]
7 154 ms 160 ms 155 ms xxx.xxx.xxx.xxx
8 175 ms 176 ms 165 ms so-2-0.hsa2.LosAngeles1.Level3.net [4.79.250.5]
9 169 ms 178 ms 177 ms vlan52.csw2.LosAngeles1.Level3.net [4.68.102.62]
10 171 ms 164 ms 169 ms ae-72-72.ebr2.LosAngeles1.Level3.net [4.69.137.21]
11 198 ms 198 ms 198 ms ae-3.ebr3.Dallas1.Level3.net [4.69.132.78]
12 202 ms 197 ms 196 ms ae-63-63.csw1.Dallas1.Level3.net [4.69.136.154]
13 202 ms 196 ms 197 ms ae-61-61.ebr1.Dallas1.Level3.net [4.69.136.121]
14 233 ms 229 ms 248 ms ae-1-14.bar2.Orlando1.Level3.net [4.69.137.153]
15 229 ms 228 ms 233 ms ae-9-9.car2.Orlando1.Level3.net [4.69.133.69]
16 234 ms 243 ms 264 ms HOSTDIME.car2.Orlando1.Level3.net [4.79.118.38]
17 232 ms 229 ms 237 ms 66-7-215-86.static.dimenoc.com [66.7.215.86]
18 233 ms 231 ms 229 ms 66-7-215-90.static.dimenoc.com [66.7.215.90]
Trace complete.
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I changed some of the entries to xxxx btw. but your result should display the ip address of the path that it has gone through. If your site is down, you might see a "Network unreachable" message in there. From that information, they could determine on which part of the network the connection fails.
hope everything gets sorted out for you.
