Jus sent them another email with the traceroute suggested, lets hope this is gna get us back online
My results:

Router: Etisalat Emix Router IPv4
Command: traceroute 195.229.4.71


traceroute to 195.229.4.71 (195.229.4.71), 30 hops max, 60 byte packets
1 195.229.3.209 (195.229.3.209) 9.187 ms 9.177 ms 9.172 ms
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30 * * *