We have switched servers/host in the last week. There is one very large ISP (cable company) in Western Canada that was very late in switching to the new server, I know this because I can still monitor traffic on the old server.

Now, when people using that ISP they can not get to our website. As far as I know its only people using that ISP, there may be others.

The website is taking lots of traffic and orders but clearly some of our customers are having a problem because we have received 2 phone calls in the last hour reporting the problem (I really love it when customers give you a heads up :-) ).

When people on that ISP try to access our site (either directly or clicking on it from Google) they get this error message:

dns_timeout

Any ideas why this is happening?

Thank you in advance.