Having Issues with Big Commerce

Having Issues with Big Commerce

So far for the last 3 days I have not been able to get to my website.  However, BigCommerce has not been able to help me because they say it’s a network issue. ( going on 4 days)

I’ve been trying to explain that all other websites work except this one, and I know based on a recent email they were doing CDN work. So maybe that caused an issue.

I even called comcast to investigate and they say it’s most likely a bigcommerce issue. They are not blocking anything.  We’ve done all the routine troubleshooting with bigcommerce and comcast.

Clear cache
Clear cookiesClear temp files
Ipconfig /flushdns
Restarted PC
Restarted and Reset Router and Modem

So not sure what it can be, the only clue I have is the trace route for my site and another site I manage. Based on this I can clearly tell my request is reaching bigcommerce before it times out. But they keep saying it’s not their problem. Any network guys want to tell me based on the trace if the problem is happening on bigcommerce?

This trace route fails for the site I cannot reach

traceroute frutadiets - FAILS


This trace route is successful and works.

Trace route leather sofa factory - SUCCESS

UPATED 8/31/2014

Not sure what happen, but the website ip appears to have changed now, I am now able to connect

However, as you can see the tracert still times out when it reaches fw7.bigcommerce.com:



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