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If you are running a firewall like CSF/APF, then it is most likely due to ICMP rate limiting being enabled. Check the conf file for your respective firewall and turn that feature off. That will fix the problem.
I very seldom contact support, but if I do, the response is always prompt and issues are always resolved.
AYKSolutions is thee best hosting solution I have found in 10 years of searching. I'm very grateful of the services they provide. Such a vast variety to host whatever you desire at a great rate. The support team has always been great, always get a reply within 4 Hours of posting, usually way before 4H. I have a range of 1-10gbit machines and they've always kept up with premium standards. Networks they sell are premium, guaranteed. Thank you, AYK :)
I have been a client for many years now. They always answer to my needs, and keep their prices affordable. I will continue with them in the future.
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