(no access)

I have 2 freestyle accounts : (works perfect) (access problem)

Via website (url or ftp):
“This site can’t be reached took too long to respond”

via FTP CoffeCup Free FTP:
“There was a problem connecting to your host or proxy. Please check your server settings and try again. If you are sure you have entered the correct information, please contact your network administrator or the server administrator. [7] Additional information: couldn’t connect to host.”

The good working website statusbar : Local 383 Remote: 1
The faulty one: Local 383 Remote: -1

I received a support-ticket 30.08.2018, 14:40
Today I logged in successfully so I added some files and now the problem has reoccured.
Storage overview indicates that I have used 57%.

How do I know when my support-ticket is processed?