Website timeout from Houston, TX

Question

I host a website on a light sail server. One of my clients (whose ISP is in Houston, TX) is unable to connect to our website.  Other clients have no issues.  Their tracert times out after reaching 99.83.112.0 which seems to be the IP of an AWS data center on the West Coast where my Light Sial server is hosted.  The client's ISP is telling them it's an AWS issue.  I only have Basic AWS support, and I am trying to upgrade.  Does anyone have suggestions for how I can resolve this while I try to upgrade my AWS support.

Riku_Kobayashi · Answer

Hello.

If there is no access history in the web server's access log, etc., there is a possibility that the problem is on the AWS side, so I think that consulting with AWS Support will be the best way to resolve the issue.  
Since other clients can access it, it seems like this is an issue with the ISP rather than AWS, but I recommend that you consult with AWS Support first.

Website timeout from Houston, TX

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