How long does it take for email support to respond?

My website mychesco.com has been getting time out errors for more than a week, to the point of it being useless. On Thursday, after much frustration, Justhost’s support wrote me stating that “Cloudflare CDN IP is having difficulties in pulling up the contents” and “CloudFlare is having difficulties in routing the DNS towards Justhost”. They told me to contact Cloudflare and ask them to check the DNS records and re-push the DNS which they claim should fix the issue.

I did email Cloudflare but have received only the initial, generic auto-response.

Yesterday, the website was up and usable but slow. Today, I have started to get outage notices again from the monitoring service, and while I can get the website up, the site is very slow and intermittently timing out. Also, today, when I tried ping and tracert, both completely timed out.

After all this longwindedness, how long does it typically take to get a response from email support? I would like to know if support is either working on the problem or it is not Cloudflare and I can go back to fighting with Justhost.

Hi @tj_alexander_98,

I presume you get the 524 timeout error?

A 524 error indicates that Cloudflare made a successful TCP connection to the origin web server, but the origin did not reply with an HTTP response before the connection timed out. Review the suggestions in this Community Tip for troubleshooting ideas.

On a free plan, support can take around a week to reply at busy times.

The 524 Error is one of several that has popped up. Cloudlflare’s 503 and 521 have also popped up. Plus, there are the occasional Gateway and Wordpress database error.

I did believe this was an issue with the host’s server, especially since I was still getting errors when I went to Overview and Paused Cloudflare on the site.

However, Justhost’s support states that they ran the site using a temporary domain and it ran fine. Their determination was that “Cloudflare CDN IP is having difficulties in pulling up the contents” and “CloudFlare is having difficulties in routing the DNS towards Justhost”.

According to Justhost, there is no issue with their server and no issue with communicating with the database server.

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