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

[Jason]

Hi @JimLuton. We understand how concerning this must be. To make sure that we're on the same page, when you say they're unable to access the URL in question, what happens and/or what do they see? 

[JimLuton]

Thanks for coming back to me. 

Yes, those with Vodafone get a 'This site can't be reached' - see image below

It has been happening over the past year and our hosts and us have tried to get this resolved but unfortunately nothing came from it. It would be great to get this unblocked asap as we offer professional services for the property sector. 

[Papouelli]

Hello,

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

We are a children's shoe business in the middle of our summer campaign and should certainly not be listed as a malicious website by your service. This is an urgent matter for us and your attention to this issue is greatly appreciated.

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

Kind regards,

Maggie Snouck

[Mark]

Thanks for the screenshot @JimLuton, I've raised a request to our IP Services team to get the site reclassified (Case Ref: INC000004920075). They'll look into this and let us know when they've made any required changes. We'll let you know when we receive this.

I've tried to access your site through a Vodafone connection @Papouelli and had no issues. If you can pop us a screenshot of any error message you receive when trying to connect via our network and we'll take a closer look into this for you.

[Papouelli]

 

 

[Mark]

Perfect @Papouelli, thanks. The error message shown can indicate the site is being blocked due to the settings the user has on their Secure Net profile, I'd ask if they can check these and lower them if necessary. It could also mean that there is a mis-alignment with how the site is classified by the service. I've raised this to the relevant team (Case Ref: INC000004920201). They'll look into this and provide an update in the next 5-7 working days. Once we have this we'll be in touch here. If there's anything else we can help with in the meantime, don't hesitate to reach out.

[Jason]

Hi @Papouelli. Thank you for your patience. Our IP Services/Network team have reviewed our request and confirmed that the URL in question can't be unblocked - the URL is classified as 'Malware'.

[JimLuton]

Thanks Mark with your help on mainstay.co.uk

[Jason]

Hi @JimLuton. Thank you for your patience. Our IP Services/Network team have reviewed our request and confirmed that the URL in question is not classified.