Customers complain about website being blocked by vodafone Secure Net

[aliariyan]

We have received several complaints from our customers all on Vodafone network that Secure Net is blocking their access to our website (www.dolphinfitness.co.uk). This is a very busy and reputable website and it is causing an inconvenience to our clients on the Vodafone network.

SSL certificates, etc are all perfectly fine, and the site benefits from a DigiCert Extended Verification certificate, however it seems Vodafone Secure Net is blocking access.

Looking at similar posts, I think you may need to reclassify the website?

[Cynric]

@meryl06 However it does have a flag on Virus Total for Phising which will get it blocked by Vodafone.

https://www.virustotal.com/gui/url/16c0ac4cff4a49f6c3743de7c5ae720cdc2811024a0fa2aeb4cd89afaf27c69d

[Tal]

Hey @meryl06, thank you for letting us know your website has been blocked and bringing this to our attention. It appears your website has been flagged by one security vendor for Phishing. Please speak to your IT team so they can get this fixed and then we can unblock the website, we need all the security vendors to be green on the Virus Total website without any flags to get it unblocked.

[meryl06]

Thank you, will have to ask the eCommerce site about that, cant imagine what would cause that on my website, I am very careful about connecting apps.  I can only think someone has flagged it for the review email,  Is that a possibility?

[Charlotte]

We're unable to see the specifics of the flag from our side, so you would need to reach out to the security vendor for more information. 

[meryl06]

Thank you, have been told it is probably a false positive and have now contacte the  security vendor from the details given on the virus total website.  crossing fingers and toes.  Vodafone have unlocked my website now too (atleast for the present time)

[Charlotte]

Thanks for letting me know that it's working, @meryl06

I'm sure the vendor will get the report updated for you, if you reach out to them and there's no reason why it should be flagging.

[meryl06]

My website is all clear now, could it be unblocked please?

[meryl06]

Hi my website has now been unblocked and is clear by all vendors on Virus Total.  Can you unblock it now please?

[meryl06]

Hi Virus Total are now giving me 100% all clear, could you get Vodafone secure net to unblock my website now please.  It was a false flag and the virus protection team unblocked it straight away.

[Charlotte]

Thanks for letting me know, @meryl06.

I've requested that your site be reclassified under the reference INC000005458045 and we'll be back in touch once we have an update for you.