Company website is being blocked on Vodafone

[markirvinemb]

Hi,

We have several customers, using Vodafone mobile, report they are unable to access https://www.niparcels.com.

Can you explain why this is happenening and and how we can request removal from any blocked list?

Thanks

Mark

[markirvinemb]

Hi,

Thank you for your reply.

This issue is not limited to a specific Vodafone account.  A member of staff has a Vodafone account (without any content restrictions) and when they try to access www.niparcels.com they get a blank page.  I use O2 and can access www.niparcels.com.  I've also tried accessing www.niparcels.com from Three and EE all without an issue.  There is also no issue access the site from either a Virgin Media or BT broadband.  I'm waiting on delivery of a Pay As You Go Data SIM (Vodafone) so that I can attempt to troubleshoot the issue...

We had previously raised a support ticket with Cloudflare to verify DNS - everything is ok.  We've also used a number of online tools to verify the setup, e.g. https://mxtoolbox.com/DNSLookup.aspx.  None have shown any issues.

I understand how strange this is, however the only constant (so far) is that customers using Vodafone cannot access www.niparcels.com.

Mark

[Mark]

If you're still unable to connect when your new data SIM's up and running @markirvinemb, let us know and we'll get our team to take a closer look into this for you. If you get any error message when testing, please also pop a screenshot of this to us as it will help us identify the issue being experienced.

[markirvinemb]

I now have a Vodafone sim and have been doing some testing.  The screenshots below are using Vodafone

I'm using another of our websites (mybaggage.com).  From the above you can see that www.niparcels.com results in a NXDOMAIN response and the traceroute fails.   Any online DNS lookup tool shows www.niparcels.com is valid.

The screen shots below are for the same commands using O2:

This time www.niparcels.com is correctly resolved and the traceroute completes.  Are there any other tests that would be benificial?  The results for O2 are typical of Three and Virgin Media Broadband.

Mark

[Amanda]

Thanks for getting back to us @markirvinemb and providing that information. 

I've flagged this up to find out what we can do and/or any next steps from our side - I'll let you know when I have an update 🙂 

[Beth]

@markirvinemb I've raised this to the team again including the screenshots you've sent over and the previous requests so they have the full picture. Once we receive an update from the team, we'll let you know here. Thank you for your continued patience whilst we investigate this further 🙂

[Jason · Accepted solution]

Hey @markirvinemb. I'm just popping over a message to let you know that we've received a response regarding the ongoing issue raised. The domain has now been removed from blocking and should be accessible within the next couple of hours. Please do continue to keep us posted. 

[markirvinemb]

Hi,

Thank you for the update.  I've been able to confirm, using a few different Vodafone connections, that the site is now accessible.

Thank you to everyone who help resolve this,

Mark

[havall77]

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