Customers complain my website is blocked by vodafone secure net

[SeedKitty]

We have received several complaints from our customers in Germany that they are unable to access our website www.seedkitty.com from the Vodafone home broadband service, apparently our site is being blocked by your DNS servers and/or by Secure Net.

No clear error message but about connection being insecure. I checked SSL, certificates, google trust level and all that is perfectly fine. We have Let's Encrypt certificate and it is valid and SSL check provides A level cert check. However it seems Vodafone secure net is blocking access. 

 

This is very unfortunate for us, as we are a eCommerce business. (Doing legal things in Germany and dealing only with German customers) and we would like Vodafone users to be able to shop with us and share the same user experience that customers from other broadband services have.

Please let me know if you require any additional information to correct this matter.

I appreciate your support in this matter.

Thank you very much

Ulli 

[Mark]

Hey @SeedKitty as this sounds like the issue's connected to Vodafone Germany accounts, you'll need to contact them directly about this. We only have access to Vodafone UK accounts here. 

[SeedKitty]

It seems a bit like a global setting / issue rather than a client side issue. I found a number of similar topics here where a solution could be found on the server side. In some instance the request was internally forwarded to the right person. I would greatly appreciate that! Thank you

[Mark]

We can do that if your site is being blocked by Vodafone UK @SeedKitty. As you've advised in your previous message that your site is being blocked by Vodafone Germany, you will need to speak to them directly, we have no access to their network and are unable to affect any changes. Apologies if the this wasn't made clear in my last message.

[SeedKitty]

Okay. I tried posting in German forum, they sent me here. Was in touch with your chatbot, with a human service agent, they asked me to send a letter to British Vodafone HQ. While other people with same issue, e.g. in Spain, got help in this very forum. It seems like there are people here who COULD forward the request to the right people. While I seem to be unable to find the right contact.

[Andy]

@SeedKitty We have been advised that the block has now been removed, so the site should now be able to be viewed. If you have any other queries please let us know.

[SeedKitty]

Great! Thank you so much

[Charlotte · Accepted solution]

Thanks for trying, @SeedKitty. Since you have been redirected back to us, I'll reach out to our contact to see if they can liaise with Vodafone Germany for you. As soon as we know anything more, we'll let you know.