Connection Reset Errors, Blame Shifting, and Support Access Restriction

Summary

This case documents a prolonged and unresolved connection reset issue where the hosting provider repeatedly shifted blame between the customer’s website, IPv6, Cloudflare, and IP/ISP, despite clear technical proof that requests were reaching the hosting server. The situation resulted in major data loss, forced configuration changes, mental stress, and eventual restriction of live chat access.

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Core Issue: Intermittent Connection Reset Errors

For several consecutive weeks, my website experienced the following behavior:

The website opened normally at first
After 10 minutes, 1 hour, or sometimes several hours, the site would stop loading
Browser error shown: net::ERRCONNECTIONRESET
The issue occurred:

* Across all browsers
* On multiple ISPs and networks
* From different locations
* Randomly (time-based), not immediately

This made the issue extremely disruptive and difficult to diagnose using short or superficial tests.

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Initial Support Response: Website Blamed

When I contacted Hostinger support:

The entire responsibility was placed on my website
I was told the issue was caused by my code, assets, plugins, or configuration

Support repeatedly tested the site for a few seconds and concluded: “It works from our side”*

Based on their instructions, I was asked to make extensive changes.

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Forced Changes and Data Loss (40–50%)

Following Hostinger’s guidance, I made drastic changes:

Deleted approximately 40–50% of website assets
Removed internal systems related to:

* Backend image processing
* Custom security logic
* Cookie generation
* Encryption/decryption mechanisms
* Request validation and limits

These were functional systems, not cosmetic files.

Despite this irreversible data loss, the connection reset issue was not resolved.

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Blame Shift #1: IPv6

After the website was blamed and modified:

Hostinger shifted responsibility to IPv6
I was told IPv6 was not properly supported and could cause instability
I fully removed IPv6 / AAAA records as instructed

Result:

Issue temporarily appeared stable
Then returned again

Later, Hostinger admitted that IPv6 is supported and the guidance provided earlier was incorrect.

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Blame Shift #2: Cloudflare

Next, the blame was shifted to Cloudflare:

I was told Cloudflare proxy and DNS settings were the cause
I:

* Disabled proxy mode
* Removed AAAA records
* Fully disconnected Cloudflare

Result:

Temporary stability
The same connection reset errors returned

This pattern made it clear the issue was not Cloudflare-specific.

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Blame Shift #3: IP / ISP

Finally, the issue was blamed on my IP or ISP.

I disproved this by:

Providing traceroute results captured during the actual error
Showing that:

* Requests successfully reached Hostinger’s server IP
* The connection was reset after reaching the hosting infrastructure

This dismissed the IP/ISP blame entirely.

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Technical Proof Ignored

Evidence provided included:

Traceroute results during failure
Ping tests
Browser network errors (ERRCONNECTIONRESET)
Screenshots with timestamps

Despite this, the same diagnostic requests were repeated, and responsibility continued to be deflected.

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Support Breakdown and Access Restriction

After submitting proof that the issue was hosting-side:

Support responses slowed significantly
Promised emails never arrived
Case timelines were missed repeatedly
Eventually:

* Live chat stopped responding entirely
* Chat remained blocked for over 65 hours
* The chat interface entered a stuck queue state
* No new chat could be opened

At this point, meaningful communication became impossible.

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Impact and Losses

As a result of this handling:

40–50% permanent data loss
Weeks of instability and downtime
Forced hosting migration
Repeated misleading guidance
Severe stress and wasted time
Loss of trust in the provider

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Conclusion

This case demonstrates a clear pattern:

Superficial testing
Repeated blame shifting
Incorrect technical guidance
Ignoring provided evidence
Restricting access when responsibility was proven

This post is published to document the experience factually and to warn others who may encounter similar issues.