In my early days of Technical career I have seen that lot of clients have ISP problem the thing is that I can see there site and mails at my end but they re not able to see from there with what ever internet connection they are using.
Is there any way that I can resolve the problem from my end using any IP or ....
Can they ping the domain? If not, can they ping the IP?
Edited to add:
How long has your site been up? It may be that their dns isn't able to see it, if they can ping your IP, then try to have them add your DNS server as a secondary or a terciary DNS server in thier internet connection settings.. Then find out why your domain isn't propogating.
I understand that you are working from a web hosting companies perspective, that is why I asked you what I did. If they can't ping your domain, then you need to find out why, the most common reason is that they can not find your domain in the dns servers of the ISP (which in turn means their ISPs servers can't find your domain) or if they can't get to your IP which could be a few possible reasons such as a routing problem, your IP being black listed by their ISP etc. Therefore, my question still stands...
Unless your webserver is blocking ICMP pings, then the problem is with thier ISP routing, and as such you cant really do much except telling them to go complain to thier ISP.
If your server is blocking ICMP pings then ask them to DNS the domain name, if they get a reply then its propagating and problem as above, if they dont get a reply then there is a problemw ith thier ISP's DNS servers.
Pinging from your home computer isn't going to give you any useful information. That means that your computer would be able to connect to thier computer. The website isn't on your computer though, it's on the server, so you really should ping/trace their IP from the server.
Just login to SSH on your server. (port 22, most likely)
Type in 'traceroute 18.104.22.168'
Replace 22.214.171.124 with the customer's IP and post back the results.
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> raceroute to 126.96.36.199 (188.8.131.52), 30 hops max, 38 byte packets
> 1 ge-6-0-core.scr1.hostnoc.net (184.108.40.206) 0.297 ms 0.241 ms 0.201
> 2 ge-rtr1.scra1.hostnoc.net (220.127.116.11) 0.355 ms 0.396 ms 0.456
> 3 ge-7-0-ctsi.rtr0.scra1.hostnoc.net (18.104.22.168) 7.195 ms 7.138 ms
7.13 5 ms
> 4 ge3-0.2.cr01.phl02.pccwbtn.net (22.214.171.124) 7.312 ms 7.539 ms
> 5 pos5-1.cr02.lax04.pccwbtn.net (126.96.36.199) 94.552 ms 94.351 ms
94.388 m s
> 6 188.8.131.52 (184.108.40.206) 94.667 ms 94.490 ms 94.637 ms
> 7 220.127.116.11 (18.104.22.168) 94.551 ms 22.214.171.124
(126.96.36.199 5) 94.825 ms 95.116 ms
> 8 so-3-3-1.sngc3-cr1.ix.singtel.com (188.8.131.52) 259.730 ms
258.293 ms s o-3-3-2.sngc3-cr1.ix.singtel.com
(184.108.40.206) 260.432 ms
> 9 ge-1-0-0.sngc3-ar2.ix.singtel.com (220.127.116.11) 275.292 ms
258.966 ms so-1-0-0.sngc3-cr2.ix.singtel.com
(18.104.22.168) 269.529 ms
> 10 22.214.171.124 (126.96.36.199) 298.162 ms
ge-0-0-0.sngc3-ar2.ix.singtel. com (188.8.131.52)
265.099 ms 184.108.40.206 (220.127.116.11) 296.493 ms
> 11 illchn-static-18.104.22.168.vsnl.net.in (22.214.171.124) 291.583 ms
203.20 8.147.214 (126.96.36.199) 296.526 ms
188.8.131.52 (184.108.40.206) 291.6 00 ms
> 12 illchn-static-220.127.116.11.vsnl.net.in (18.104.22.168) 297.282 ms
309.0 95 ms 296.411 ms
> 13 lvsb-vsb-gig.Bbone.vsnl.net.in (22.214.171.124) 268.423 ms
mum-chn-1st-stm1.Bb one.vsnl.net.in (126.96.36.199) 270.279
ms 272.534 ms
> 14 lvsb-vsb-gig.Bbone.vsnl.net.in (188.8.131.52) 278.726 ms
184.108.40.206.stat ic.vsnl.net.in (220.127.116.11)
268.347 ms lvsb-vsb-gig.Bbone.vsnl.net.in (202. 54.2.21)
> 15 18.104.22.168.static.vsnl.net.in (22.214.171.124) 269.087 ms *
203.197.36. 26 (126.96.36.199) 268.531 ms
> 16 188.8.131.52 (184.108.40.206) 268.019 ms * 268.408 ms
> 17 PPP-220.127.116.11.mum2.dialup.vsnl.net.in (18.104.22.168) 3011.514 ms
3030.1 33 ms 2980.460 ms