Godaddy India — not able to access plesk panel page, ftp site and our website

Address:	Hyderabad, Andhra Pradesh, 500034
Website:	carefoundation.org.in

21.05.2018

I'm not able to access plesk panel, FTP site (ftp://182.50.151.50) and our website (carefoundation.org.in)

I have done the traceroute of your IP 182.50.151.50 and screenshot is attached which going up to the their singapore ip secure server (182.50.156.241) and after that requested timed out is coming.

I requested godaddy customer care people to traceroute of my public static IP (183.82.2.48 - Act Fibernet), from which I'm not able to access plesk panel, FTP site and our website (carefoundation.org.in) and sent it to my mail ID, for that they keep on telling that "check with your ISP or unfortunately will have no access on that".

Here is the chatting conversation which took more than an hour and at last they told to call to customer care

Info at 17:46, May 21:
Finding you the right agent…
Info at 17:46, May 21:
You're chatting with J sneha.
J sneha at 17:47, May 21:
Thank you for contacting sales and support chat, my name is Sneha. How can I help you today?
You at 17:47, May 21:
hi.. This is Krishna
You at 17:47, May 21:
C.Id is[protected]
You at 17:47, May 21:
pin is 0199
J sneha at 17:47, May 21:
Hello.
J sneha at 17:48, May 21:
Thank you for validating your account.
J sneha at 17:48, May 21:
How may I assist you?
You at 17:48, May 21:
Im not able to access plesk admin page from today...afternoon
You at 17:49, May 21:
I called your customer care people regarding this, but they are telling check with your ISP
You at 17:50, May 21:
I have doen trace route of your IP 182.50.151.50 which is assigned to us
You at 17:50, May 21:
Tracing route to sg2nwvpweb044.shr.prod.sin2.secureserver.net [182.50.151.50] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms 10.132.0.1 2 1 ms 1 ms 1 ms 14.142.71.173.static-hydrabad.vsnl.net.in [14.142.71.173] 3 * * * Request timed out. 4 12 ms 12 ms 13 ms ix-ae-4-2.tcore1.cxr-chennai.as6453.net [180.87.36.9] 5 45 ms 45 ms 46 ms if-ae-13-2.tcore1.svw-singapore.as6453.net [180.87.36.83] 6 46 ms 45 ms 45 ms if-ae-11-2.thar1.svq-singapore.as6453.net [180.87.98.37] 7 44 ms 44 ms 45 ms if-ae-7-2.tcore1.svq-singapore.as6453.net [180.87.98.10] 8 46 ms 46 ms 46 ms 120.29.215.18 9 46 ms 46 ms 46 ms ip[protected].ip.secureserver.net [182.50.156.241] 10 * * * Request timed out. 11 * * * Request timed out. 12 * * * Request timed out. 13 * * * Request timed out. 14 * * * Request timed out. 15 * * * Request timed out. 16 * * * Request timed out. 17 * * * Request timed out. 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. 21 * * * Request timed out. 22 * * * Request timed out. 23 * * * Request timed out. 24 * * * Request timed out. 25 * * * Request timed out. 26 * * * Request timed out. 27 * * * Request timed out. 28 * * * Request timed out. 29 * * * Request timed out. 30 * * * Request timed out.
J sneha at 17:50, May 21:
As I understand unable to login to plesk panel. Am I right?
J sneha at 17:50, May 21:
Let me cehck.
J sneha at 17:50, May 21:
May I know the domain name please.
You at 17:50, May 21:
carefoundation.org.in
You at 17:51, May 21:
can you send the trace route to our IP which is 183.82.2.48 and send the log to us...
J sneha at 17:52, May 21:
Sorry I didn't get you can you please elaborate?
You at 17:53, May 21:
go to command prompt and type
You at 17:53, May 21:
tracert 183.82.2.48
You at 17:53, May 21:
and press enter
You at 17:53, May 21:
then after finishing please send that log to me...
J sneha at 17:55, May 21:
Unfortunately we cannot do from our end.
J sneha at 17:55, May 21:
Let me check with the issue.
You at 17:56, May 21:
if you see the log which i have sent its stopped responding after the IP 182.50.156.241, that is your ip secure server
J sneha at 17:58, May 21:
Allow me few minutes let me check with my resources.
J sneha at 17:58, May 21:
Just to clarify the issue unable to login to plesk panel tried with different Internet Service Provider but still the same error your getting.Am I right?
You at 17:59, May 21:
with the same ISP of different location and other ISP's its working
J sneha at 18:00, May 21:
Can you send me the screenshot of the error.
J sneha at 18:00, May 21:
My Email ID is [protected]@godaddy.com.
J sneha at 18:02, May 21:
SYSTEM MESSAGE: We have not heard from you in a while, if you would like to continue with this conversation, please respond in the next 2 minutes.
You at 18:02, May 21:
sure
J sneha at 18:02, May 21:
Okay.
You at 18:03, May 21:
sent
J sneha at 18:04, May 21:
Checking.
You at 18:04, May 21:
ok
J sneha at 18:05, May 21:
Got it let me check with my resources allow me few minutes.
You at 18:05, May 21:
ok thanks
J sneha at 18:05, May 21:
Thank You.
J sneha at 18:09, May 21:
May I know how are you trying to login?
You at 18:09, May 21:
godaddy website
J sneha at 18:10, May 21:
Okay.
You at 18:12, May 21:
...
J sneha at 18:12, May 21:
Checking.
You at 18:12, May 21:
ok
J sneha at 18:13, May 21:
Thank You.
You at 18:17, May 21:
??
J sneha at 18:17, May 21:
I have checked with my resources it is working fine from our end issue is with your Internet Service Provider .
You at 18:18, May 21:
that is the thing can you send the log of the trace route for the IP 183.82.2.48 to my mail
You at 18:19, May 21:
venkatakrishna.[protected]@gmail.com
You at 18:19, May 21:
so that Ill have a proof that problem with ISP as you are saying
J sneha at 18:22, May 21:
You need to check with diff ISP.
As trace route is also showing request timeout in same ISP it won't work,
You at 18:23, May 21:
you havent understand my request
J sneha at 18:23, May 21:
You can check the screenshot in the third hub it is showing time out that is before connecting to our server that is showing time out.
You at 18:23, May 21:
im asking you to do trace route to this IP 183.82.2.48 from your side
You at 18:25, May 21:
if you see the 9th hop its is the ip 182.50.156.241 - which is your
You at 18:25, May 21:
inetnum: 182.50.128.0 - 182.50.159.255 netname: GODADDY-NET-SG descr: 15 Pioneer Walk, Pioneer Hub, #03-03, Singapore 627753 country: SG admin-c: GNA32-AP tech-c: GNA32-AP status: ALLOCATED PORTABLE mnt-by: APNIC-HM mnt-lower: MAINT-GODADDY-NET-SG mnt-routes: MAINT-GODADDY-NET-SG
You at 18:26, May 21:
address: 15 Pioneer Walk, Pioneer Hub, #03-03, Singapore 627753 country: SG phone: +[protected] remarks: extension number 4673 e-mail: [protected]@godaddy.com
J sneha at 18:29, May 21:
Give me a Moment please.
You at 18:29, May 21:
ok
J sneha at 18:30, May 21:
Thank You.
J sneha at 18:34, May 21:
I have reconfirmed with my team there is no error with our hosting where we are able to connect from our end.
You at 18:35, May 21:
then ask them to send the screenshot of the trace route of 183.82.2.48
You at 18:35, May 21:
to my mail ID
You at 18:35, May 21:
form your server
You at 18:36, May 21:
*from
You at 18:37, May 21:
for confirmation
J sneha at 18:37, May 21:
My apologies, unfortunately we don't have an option to send the email. I suggest you once check with ISP provider by taking the trace route screen shot.
So you will get the information, where you are getting the problem
Or you can check regarding the time out hops in the google you will get the info.
You at 18:38, May 21:
I have already spoke with ISP by showing the traceroute screenshot and they visited to our site also. They are asking to traceroute screeshot from your side also
You at 18:38, May 21:
then the problem will be rectified easily...
You at 18:41, May 21:
the timeout hops are starting after your IP 182.50.156.241 - godaddy singapore ip sercure server
You at 18:42, May 21:
that means you secure server is blocking our IP (183.82.2.48) to go further to connect to our website or our ftp server which is hosted at your site...
J sneha at 18:44, May 21:
I am sorry we cannot share trace route.
J sneha at 18:44, May 21:
We will not block customers IP's.
You at 18:45, May 21:
then what is the proof for me that there is no problem from your side...
You at 18:45, May 21:
how can i believe that you people wont block customers IP;s
J sneha at 18:47, May 21:
One moment while I transfer you to my lead to continue this conversation.
Info at 18:47, May 21:
Transferring your chat to Ashish.
Info at 18:47, May 21:
You're chatting with Ashish.
Ashish at 18:48, May 21:
Hello, my name is Ashish, I am one of the Leads available here.
You at 18:48, May 21:
If you want me to believe please sent the screenshot of the trace route for the IP 183.82.2.48...
You at 18:49, May 21:
then i can fight with ISP that there is no problem with GODADDY server
You at 18:49, May 21:
Hi Ashish..
You at 18:51, May 21:
not only to 182.50.151.50, I'm not able to get to the other IP your's 182.50.130.121
Ashish at 18:55, May 21:
Unfortunately, we will have no access to have the trace route from our end, hope you understand our limitations on the same.
You at 18:56, May 21:
then tell to whom I have to contact on your side who are having access
Ashish at 18:58, May 21:
I really apologize, but it appears that this issue will need to be reviewed by our support department. Unfortunately, they are not available via chat. You can call our support department 24/7 at[protected] Toll-Free ) to be further assisted with this issue.
You at 18:58, May 21:
I have clearly mentioned about the issue and told that we are able to ping up to your singapore server.. I have sent that screen shot too...
You at 18:59, May 21:
Then send me your support department mail ID
You at 19:00, May 21:
so that I can send the screenshots of the traceroute which they can understand easily...
Ashish at 19:02, May 21:
Unfortunately, the support department is only available via call, where we do not have any support email available.
You at 19:04, May 21:
its ridiculous
You at 19:05, May 21:
i have been chatting and explaining from more than hour and now you simply telling to call support department...