Connection time out

Good afternoon. I've never had a problem logging in before, but now I'm getting a message that the connection is timing out. My IT department asked me to inform you that we performed a trace route and it is stopping at hop <65.74.158.100> 100.158.74.65.static.heraklesdata.net (65.74.158.100). Can you help me connect? What other information should I provide?