Gportal server not working?

I rented a 4 slot server from gportal. But one of my friends can't figure it out! He only sees the minecraft sky and no ground all the time and is then banned for flying! Another did not come in at the beginning. Only console lost time out! Who knows why?

Then the internet is too bad for him - on the side put videos on YT or Skype…

Gamers use Teamspeak 3 - this saves data