SecureNet blocking my website

[enigma1985]

Hi there, I am the CEO of butlerbookings.co.uk and a number of our customers and staff members have reported that SecureNet is blocking Vodaphone users from our website.  It says the connection is not private but we have a valid SSL connection in place.  Is there anyway to get it whitelisted and get these issues resolved?  Thanks in advance if anyone is able to offer some help.

[enigma1985]

it is only Vodaphone users that are having problems accessing these certain links as well, customers that click the links that aren't on Vodaphone have no issues accessing them

[Effie]

I've checked our social threads and I can see that you have been discussing this issue with our Social Media team today and provided the links over there. I have tested those links that you sent with and without SecureNet active on the Vodafone network and again I have been able to access them absolutely fine. 

I can see from the error message screenshot that this is of course not the case for some of your customers and we need to find out why as the website has been reclassified on our side. Also, the screenshot of the error is not a SecureNet error message, it does however look like a standard security warning.

Could you please pop back to the social media thread and let the agents know whether or not the affected customers have tried to access the site after turning off SecureNet and Vodafone content controls so that we  can provide proof to the SecureNet team that this is the issue. 

[enigma1985]

I did a lookup on the customers mobile number from yesterday and they aren't on Vodaphone.  I also got a friend thats on Vodaphone to try the links and they opened fine.  So maybe the issue has been resolved now but I'll keep an eye on it. thank you for your help.

[enigma1985]

 This morning one of our staff members tried to access a link to accept a job through our website and was blocked by Vodaphone.  The issue is still not resolved......

[Mark]

Hi @enigma1985, this doesn't look like the message received when a site's blocked by Secure Net. So we can take a look into this, can you pop us the URL used by your staff member when they received this error.

[enigma1985]

well its funny that this issue has been going since early February and ONLY vodaphone users are getting this issue, I can access the links perfectly fine using the EE network.  The link is sensitive so I can't put it in here but I have posted it on a twitter chat.

[enigma1985]

I keep being ignored, being told the issues have been resolved time and time again when they clearly haven't.. We will have no option but to take legal action on this issue soon if it's not resolved.  We are a reputable VAT registered company and Vodaphone is causing considerable damage to our business.

[Mark]

If the error your employee saw was related to Secure Net, this would be stated in the message being seen. A “your connection is not private” error means the website you staff member was trying to visit does not have an up-to-date SSL (secure sockets layer) security certificate. The website owners must maintain the licensing regularly to ensure the site encryption capabilities are up to date. If you can ask the person receiving this error to copy and paste you the URL being used at the time and pop this over to us we'll be more than happy to take a closer look, but that error doesn't appear to be related to Secure Net. Apologies for any confusion regarding this.

[enigma1985]

Rubbish, we have an up to date SSL certificate and I can access the same link sing my phone on the EE network. 

[Mark]

If you can pop us the exact URL being used when your staff member received the error @enigma1985, I'll be more than happy to take a closer look into this for you. In the meantime, you should be able to find more information about 'Your Connection is not private' errors online.