Unblock my website

[JimLuton]

Hi,

We have several customers, using Vodafone mobile/broadband, report that they are unable to access https://www.mainstay.co.uk/.

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

Thanks

[Papouelli]

Hi,

Please let us know exactly what tool you’ve been using to detect any malware on our site, as our web developer has thoroughly checked our site more than once and continues to do so on a daily basis and there is 0 malware to be detected. Also, it would interesting to know, what kind of certificate you’d like to get from us.

Please do get back to us, as we need to get this site unblocked immediately.

Kind regards,

Maggie for Papouelli.com

[Effie]

At the moment @Papouelli I don't have the answers to those questions as the Reclassification team just advised that the site can't be unblocked as it is categorised as Malware. They use stringent testing to check the safety and classification of websites and that is just what your site is showing up as.

What I have done is emailed them to get some clarity on why this categorisation is applied, what you can do to change it and what exactly we need from you in order to get it unblocked. It may take a couple of days for the team to get back to us but as soon as we have some answers, we'll let you know here. 

[Effie]

The team have already come back to me @Papouelli which is great! This is the response they have sent: 

Allot, the vendor who maintains the safe/bad list of sites that SecureNet uses, tend to use several sources but we have often seen them respond to us using the site linked below.

We have found that as long as any one antivirus/anti-malware tool on this site flags as red, then Allot tend to leave it blocked.  If they can all be cleared, then Allot will re-classify.

https://www.virustotal.com/gui/url/af86876cf14fa9dda503cf7b77a61b2cfce82bc25f69e5d4546edf42dea199f5/...

This link should go directly to the URL in question, but if not, you’ll need to enter it on the homepage.

You also may need to click ‘Reanalyze’ to see the latest scans.  I am seeing 3 of the providers flagging this site.

It is possible to have malware on a site without knowing, perhaps with something like an old/bad plugin for WordPress that has been compromised, but I am assuming the IT people would have covered that.

If there has been malware that has been cleared, it can take a while for the scans to treat it as safe.

[Papouelli]

Hello,

Our site @ papouelli remains blocked. I can see you say it can take a while for it to clear if malware has been removed, but it has been a good while now that we are trying to get this removed and nothing has changed.

Please can you check again, we are in an extremely busy trading period and just need this cleared.

Thank you, Maggie 

[Papouelli]

Hello,

Our site @ papouelli remains blocked. I can see you say it can take a while for it to clear if malware has been removed, but it has been a good while now that we are trying to get this removed and nothing has changed.

Please can you check again, we are in an extremely busy trading period and just need this cleared.

Thank you, Maggie 

[Jason]

Hi @Papouelli. We fully take on board your concerns. I've tested the URL in question (https://www.papouelli.com/) on the Vodafone network (both on multiple mobile devices with and without Vodafone Secure Net and on home broadband) and there are no Vodafone restrictions currently present that would restrict Vodafone users from accessing your website. 

As this is the case, we would advise users experiencing the issue to clear their web browser cache/cookies and try again. 

[Papouelli]

Hello, despite clearing cache the site remains blocked for vodafone users, without any reason. We need you to investigate further and act accordingly as this needs resolving pretty immediately now.

Thanks,

Maggie @ papouelli

[Mark]

I've checked the case raised on your behalf @Papouelli and it looks like there was an issue with Malware being traced on the site. I've also tried to access your site via a Vodafone mobile connection and was able to access your site without any issues. If you can let us know when the malware was cleared, we'll be able to raise a fresh case so our Network Team can take a closer look into this and advise if there's any reason some users may not be able to access your site. 

[Papouelli]

Hi,

Thank you for the reply.

Any malware was cleared more than 3 weeks ago, so it is worrying that people still can't access the site on their phone with a Vodafone connection.

Thank you for investigating when this may be lifted and to be clear, we always advise to clear cache etc.

Kind regards,

Maggie

[Mark]

Thanks for confirming this @Papouelli. I've raised a new case (Ref: INC000004938364) to get any bars on your site removed. We'll update you here once we hear from our Network team.