Client Website Blocked!

[ApexWeb]

Hi there,

My clients website, ascollections.co.uk, is flagging as unsafe or inappropriate via vodafone secure guard. We've checked everything server side and site reputation and this is affecting their business. Can you please verify and reclassify it so that they can continue with their routine posting and such like?

Thanks!

[Lucy_F]

Hi @ApexWeb When scanning the URL via VirusTotal, 3 vendors are flagging as malicious. Please can you review this here and make any necessary amendments for the scan to come back plan. If issues persist after 24 hours of the scan coming back as clean, please let us know. 

[timgaunt]

@Lucy_F where can we report these issues? We've got a client that is also seeing a similar thing while connected to the Vodafone 4G network, we've checked https://www.virustotal.com/gui/url/a9b3a9226c50946b2eecb49385eda2421b276abf46604b89a407855e489b61a5 and it's ok there, it started happening about a week ago.

[Effie]

Hey @timgaunt I hope you're doing well 😊 I've taken a look at the website and I am able to load it on Vodafone 4G with no issues. The site is also not showing as being blocked by the network here. Do your clients have SecureNet installed at all? Are they able to send you over a screenshot of the error they get so you can share it with me? 

[timgaunt]

Thanks for getting back to me, I presume you were loading/testing www.brightwells.com rather than the VirusTotal site which I was sharing because it was mentioned in another thread?

> Do your clients have SecureNet installed at all? 

SecureNet is not installed on any of the test devices tested and my Vodafone account doesn't have any content filtering enabled. FYA this has been validated on at least 4 Vodafone devices and 1 O2 device.

> Are they able to send you over a screenshot of the error they get so you can share it with me?

When I load the site on 4G it never loads and a white screen is just shown and it never loads. When tethering to a phone on the Vodafone network, it loads, just very slowly (minutes) but the site is very fast normally - https://pagespeed.web.dev/analysis/https-www-brightwells-com/s72mnl82ed?form_factor=mobile

Looking at the network results, there is no content getting blocked or similar.

What's interesting is when connected on 4G via VPN or connecting via Wifi the ping looks like this:

ping www.brightwells.com Pinging www.brightwells.com

[172.67.73.81] with 32 bytes of data:
Reply from 172.67.73.81: bytes=32 time=18ms TTL=57
Reply from 172.67.73.81: bytes=32 time=18ms TTL=57
Reply from 172.67.73.81: bytes=32 time=15ms TTL=57
Reply from 172.67.73.81: bytes=32 time=14ms TTL=57

When it's over 4G it times out:

ping www.brightwells.com

Pinging www.brightwells.com [104.26.10.203] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

I hope that helps

[timgaunt]

Looking at that ping actually, the IPs are different which would suggest that your DNS may need to be refreshed as it looks to be routing to an old Cloudflare IP:

Pinging www.brightwells.com [104.26.10.203] with 32 bytes of data:

[Cynric]

@timgaunt DNS lookup (I'm not using the Vodafone DNS servers) resolves to six addresses for your URL, is that what you are expecting?

Non-authoritative answer:
Name:    www.brightwells.com
Addresses:  2606:4700:20::ac43:4951
          2606:4700:20::681a:acb
          2606:4700:20::681a:bcb
          104.26.10.203
          172.67.73.81
          104.26.11.203

>

[timgaunt]

@LucyN yes, we use Cloudflare which manages the IPs but we can eliminate them from the issue as going straight to the box has the same issue so the IP may be a red herring, just something that stood out to me when posting the pings.

There's defiantly something wrong though as I say, if while connecting to the Vodafone 4G network the site never loads, enabling VPN the page loads (while on 4G) fine.

[timgaunt]

@Cynric do you have any next steps on the resolution? We're getting a growing number of customers calling saying they cannot access the site on Vodafone's network. It started around a week ago FYA.

[Cynric]

@timgaunt Me? I'm just another VF customer, as are most of the people on the forum. The moderators are the first step in the process here.