Hi Vercel Support,
I’m currently hosting my website on Vercel: https://bihospharma.com
We’ve confirmed that it works perfectly in most regions (including the US, Canada, and Europe). However, users in Colombia using the ISP “Claro” are experiencing critical loading issues.
Issue Summary:
- HTML content loads
- Static assets like CSS, JS, and images are blocked or timeout
- The page displays as broken plain text (net::ERR_CONNECTION_TIMED_OUT errors for all assets)
- This only happens with Claro Colombia – other networks display the site fine
Tests and Checks:
- Ping to 216.198.79.1 (your IP) succeeds
- IP is not on any public blacklist
- We submitted the sitemap and clarified with Claro – they say your IP needs to be rotated or “unlisted” by the infrastructure owner
- We ran tests from Claro networks (see attached screenshots and dev tools output)
- curl to static files like /_next/static/chunks/*.js from Claro fails or times out
Request:
Can you please:
- Check if this project’s edge/CDN routing can be changed or rotated to a new IP
- Let us know if any firewall/CDN behavior could be causing issues with certain ISPs
- Share any workaround or method we can apply (e.g. proxy/CDN setup, custom domains)
This issue is urgent, as our users in Colombia are healthcare patients and doctors who need reliable access to the site.
Let me know if you need any more logs, screenshots, or IP details — I can provide them quickly.
Thanks in advance for your support,
Felipe More
Project: bihospharma.com
IP in use: 216.198.79.1
