Problem connecting to Continuum

[Pro]

My friend seems to have something blocking their connection to Continuum. They use Cox Cable, and they don't seem to have a firewall on.

When they load up the client, it doesn't show any zones as being online, and the download zones command doesn't work.

However, when they attempt to trace one of the zones, it does trace it.

Any ideas on what the problem/resolution could be? Perhaps a port is blocked? And if so, how does one alter that with their internet setup?