Help some visitors cannot access my website

Ultreya

Registered
Sep 9, 2015
2
0
1
Santiago de Compostela
cPanel Access Level
Website Owner
Hi guys,
This is my first post here and I would really appreciate any help you can give me as this could mean me loosing a big potential client.
I am receiving some reports from different clients in Spain, US & France that they cannot access my website - Removed -. They get a ERR_NAME_NOT_RESOLVED error saying the server cannot be found.
Personnally, I do not get any error and most visitors don't experience it but my client has been kind enough to send me their traceroute - below. He uses Google DNS in his browser.
I have a shared IP address which made me think it was blocked by an ISP but it doesn't seem like it is the case, I have contacted Telefonica (which is the last server reached by my client) to ask if they blocked my IP just in case but it has been 9 days and no response so far.
All website testing programs I've tried cannot seem to find the error. The only red flag I found was that my MX records points to a CNAME. But this is the standard mail settings of my host GoDaddy.
Could anyone tell me if they cannot access the website and send me the traceroute or do you have any suggestions as to why this is happening? Should I change host just in case?
Thank you so much!
Nellie

Code:
traceroute to domain.com (160.153.74.24), 64 hops max, 52 byte packets
1  192.168.1.1 (192.168.1.1)  7.887 ms  2.594 ms  2.378 ms
2  192.168.144.1 (192.168.144.1)  51.844 ms  42.309 ms  41.189 ms
3  * * *
4  26.red-80-58-89.staticip.rima-tde.net (80.58.89.26)  55.877 ms
    65.red-81-46-3.staticip.rima-tde.net (81.46.3.65)  54.211 ms
    26.red-80-58-89.staticip.rima-tde.net (80.58.89.26)  54.896 ms
5  216.184.113.116.nuevatel.com (216.184.113.116)  51.841 ms  51.221 ms  51.849 ms
6  xe0-0-0-8-grtlontlw1.red.telefonica-wholesale.net (94.142.125.246)  88.292 ms
    xe6-1-0-0-grtlontl1.net.telefonicaglobalsolutions.com (213.140.36.254)  94.572 ms
    xe-2-0-2-0-grtparix1.net.telefonicaglobalsolutions.com (94.142.117.174)  115.531 ms
7  xe2-0-1-0-grtwaseq6.net.telefonicaglobalsolutions.com (94.142.116.209)  164.105 ms
    xe-3-1-4-0-grtwaseq6.red.telefonica-wholesale.net (213.140.36.242)  148.022 ms
    xe0-0-1-0-grtnycpt3.red.telefonica-wholesale.net (94.142.126.73)  185.685 ms
8  xe-0-0-2-0-grtnycpt3.red.telefonica-wholesale.net (94.142.126.69)  150.588 ms
    dcp-brdr-03.inet.qwest.net (63.235.40.197)  157.253 ms  151.465 ms
9  phn-edge-08.inet.qwest.net (67.14.40.50)  218.708 ms
    dcp-brdr-03.inet.qwest.net (63.235.40.197)  163.898 ms
    xe3-1-1-0-grtwaseq6.net.telefonicaglobalsolutions.com (5.53.6.145)  178.165 ms
10  xe6-0-6-0-grtwaseq6.net.telefonicaglobalsolutions.com (94.142.116.102)  183.294 ms
    phn-edge-08.inet.qwest.net (67.14.40.50)  218.202 ms
    63-232-81-254.dia.static.qwest.net (63.232.81.254)  235.276 ms
11  be39.trmc0215-01.ars.mgmt.phx3.gdg (184.168.0.73)  224.855 ms
    63-232-81-254.dia.static.qwest.net (63.232.81.254)  255.575 ms
    phn-edge-08.inet.qwest.net (67.14.40.50)  227.479 ms
12  be39.trmc0215-01.ars.mgmt.phx3.gdg (184.168.0.73)  230.942 ms
    be38.trmc0215-01.ars.mgmt.phx3.gdg (184.168.0.69)  230.278 ms
    63-232-81-254.dia.static.qwest.net (63.232.81.254)  235.399 ms
13  * * be39.trmc0215-01.ars.mgmt.phx3.gdg (184.168.0.73)  243.940 ms
14  * * be39.trmc0215-01.ars.mgmt.phx3.gdg (184.168.0.73)  239.542 ms
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Last edited by a moderator:

Ultreya

Registered
Sep 9, 2015
2
0
1
Santiago de Compostela
cPanel Access Level
Website Owner
Hi Infopro, thank you, I did send a similar link to my client, he told me he did it without any success. But anyway that would only solve his issue, I would like to get to the root of the problem so it doesn't happen to more people, would you know why would my website be causing this host cache error?