When the site won't load, the first question everyone asks is "is it down for everyone, or just me?" Answering that takes thirty seconds and tells you whether to wait, troubleshoot, or call support.
1. Test from elsewhere
- Load the site on your phone using mobile data (not your office/home network).
- Try a public "is it down" checker — they test from multiple cities and will show whether reachability fails worldwide, in Australia, or not at all.
If it loads elsewhere, your booking is local — see Website Showing an Old Version and DNS propagation, not an outage.
2. Check the domain still resolves
From a command prompt: nslookup yourdomain.com.au. A normal answer (IP addresses returned) means DNS is fine. NXDOMAIN points to a domain/DNS problem — see DNS_PROBE_FINISHED_NXDOMAIN.
3. Test direct reachability
If DNS resolves but the page times out, the hosting server may be unresponsive. Don't panic-restart anything — calling support with "DNS resolves, but the HTTP connection times out" is a precise, useful report.
4. Check status communication
If WebFulHost has a genuine platform-wide incident, we communicate it on the website's status page and through social channels. Real outages are rare (ours is deliberately overprovisioned), but a status check first saves you a ticket.
5. Contact support with details
Submit a ticket with: the domain, what you see ("connection timed out" rather than "doesn't load"), whether it fails world-wide or only your network, and since when. Support operates 24/7 and can see server-side health instantly.