This question was handled by one of our techs at a previous hosting company in 1997. The tech asked a number of questions and eventually figured out what was wrong. The user had over 2MB of animated GIF files on their homepage. Back in 1997, that user’s link to the Internet was a dial up modem. The page loaded fast locally because it was simply accessing local files. The site loaded slowly over the Internet because a dial up modem was a very slow device and 2MB of content was a lot to feed through a dial up modem. This of course, was something the user should have known but needed help from support to figure out.
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