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No idea, but I remember "back in the days" G-portal were many times never really helpful in their customer service replies.
I've had Ping Perfect for a few years now with super CS. Some friends of mine use GG Host which they are very satisfied with. So I guess I'm suggesting to try a new server provider ;) Not sure if that will solve your issue, but worth a shot. Also as a PS - PingPerfect has a thing where you can request a 48-hour free trial, to play and test a server from them before deciding if you want to rent on a monthly basis