as said above we tried accessing via remote to no avail so we are lost for answers
it would be nice if there was an in game server interface or even an addon with a user interface that allows you to control the server a little easier than what we have to work with atm
unfortunately we have no cluse as to the issue whether its the server causing the issue or the user having an issue with blocked ports due to thier error and we have no way at this stage to test the theories we have other than what we have done already(watching port activity and server activity)
unfortunately we have crossed every t and dotted every i we can think of