Website is not accessible from Rogers internet, but it's ok from Bell's.

[MikeMC]

My VoIP stopped working. I tried to get help from VoIP provider, and they send engineers to check my voip adpaters are ok, the only issue is Roger's home internet. Then I tried to get help from Roger's live chat, but both agents claims everything is ok. But from my Roger's router, my voip provider's website is apparently blocked, I can access it from Bell's cellur network, but cannot from Roger's home internet, could any one help?
attached tracert result for your ref:
traceroute to voip.ms (173.231.187.61), 30 hops max, 38 byte packets
1 * * *
2 66.185.89.45 (66.185.89.45) 20.000 ms 20.000 ms 20.000 ms
3 209.148.231.93 (209.148.231.93) 10.000 ms 20.000 ms 20.000 ms
4 9301-cgw01.ym.rmgt.net.rogers.com (209.148.229.229) 20.000 ms 10.000 ms 70.000 ms
5 209.148.230.138 (209.148.230.138) 50.000 ms 209.148.235.89 (209.148.235.89) 60.000 ms 209.148.235.93 (209.148.235.93) 40.000 ms
6 equinix-ix.ord1.us.voxel.net (206.223.119.107) 30.000 ms 40.000 ms 40.000 ms
7 bbr2.ae7.chg.pnap.net (64.95.158.193) 30.000 ms 30.000 ms 40.000 ms
8 bbr1.xe-4-0-0.inapbb-chg-nym-12.nym007.pnap.net (64.95.159.18) 40.000 ms 60.000 ms 50.000 ms
9 tsr1.e6-1.nyj004.pnap.net (64.95.158.234) 50.000 ms 50.000 ms 50.000 ms
10 * * *
11 * * *

thanks.

Mike

***Edited Labels***

[Datalink]

@MikeMC its possible that your modem's IP address has been banned by voip.ms for some reason.  I'm assuming that your modem is running in Gateway mode.  If you exchange the modem, that will result in a different MAC address and different IP address.  Prior to that, if you can talk with voip.ms tech support, maybe they can determine if your IP address has been banned and take it off of the banned list.  Failing that, the next step would be to exchange the modem.  If your modem is running in Gateway mode with a router behind it, then you would need to clone a MAC address which will result in a different WAN IP address.  If you've already cloned a MAC address, then you would need to clone a different address which will result in a different WAN IP address after you reboot the router. 

Edit:  Is there a procedure to resync your IP address with the voip.ms database?  I'm wondering what happens when the modem WAN IP address changes and if that has happened in your case?  How does voip.ms know what IP address your voip equipment is connected to?  

[MikeMC]

Hi Datalink, thank you so much for the prompt help, I'll try it!

[Datalink · Accepted solution]

@MikeMC just to make sure that I'm clear about the possible steps:

1.  Talk with voip.ms tech support to see if your WAN IP address has been banned by voip.ms and if you can get them to remove the IP address from the banned list.

2.  If your modem is running in Gateway mode, and you don't or won't be running a router, then exchanging the modem at the nearest Rogers store will result in a different modem MAC address and different WAN IP address.

3.  If your modem is running in Bridge mode, with a router behind it, then, you could try step 1 first, and then if that doesn't produce a solution to the problem, then you would have to clone a different MAC address in the router.  That will result in a different WAN IP address after the cloning and router reboot.  You do not have to exchange the modem in this situation as its the router MAC address that is used by the Cable Modem Termination System (CMTS) to determine the assigned WAN IP address.  

[MikeMC]

Hi Datalink, 

Thank you so much for the kind help. They did ban my IP, now it's all ok.