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

[JimLuton]

Thanks @Jason - could you tell me what you mean when you say that the website URL is not classified? Thank you

AND

@Papouelli - this is starting to get confusing with your website issues - you could have created a new topic instead of hijacking my thread.

[Thomas_H]

It means we have no restrictions on our side for your website. If you're still having it, it would be helpful if you could provide a screenshot so we can investigate.

[JimLuton]

This is what my colleague sees:

[Papouelli]

From @Papouelli

Please can someone get back to us, as to what action is being taken to unblock our website, where no malware is to be found?

Thanks,

Maggie

[Gemma]

@JimLuton - Our team confirmed under reference INC000004920075, that the site isn't classified by us. I’ve checked from a few different internet connections, including non Vodafone broadband and it’s not allowing access to the site. The error messages that show, aren’t connected to Vodafone blocking the site. One of the messages advised, the owner of the site to contact the hosting provider: webmaster@www.mainstay.co.uk

@Papouelli - I can see this was raised for you under reference INC000004920201 – when @Effie emailed the team on 22 July, asking what the malware meant, they come back to us with the reply Steph posted here. It does advise at the bottom ‘If there has been malware that has been cleared, it can take a while for the scans to treat it as safe.’ 

[JimLuton]

That is super strange @Gemma  - which other broadbands have you tested and we haven't had any other complaints apart from those who use vodafone. I have reached out to our hosting agency who said  the following:

We can all access the site and I have tried on sky, EE and 02 5g + 4g connections all of which work as expected, so it would be great to have some clarification on the non Vodafone connections that block the site.

[Papouelli]

Sorry @JimLuton it is entirely unclear to me how to create a new thread!

We have reviewed our site and there is no malware detected and we are still having the same problem with blacklisting, for vodafone users. How can I speak to someone about this finally sorted?

The site is https://www.papouelli.com/

Thanks,

Maggie

[JimLuton]

No worries @Papouelli - hope you find a solution!

[Papouelli]

We have the same issue as all other people posting here.

Our website is being blacklisted by Vodafone and many customers of ours are complaining that our site is therefore not safe. We have tried everything we can to get you to action this, but to date we are still blocked. Please see attached image of what customers see when they try to access our site from Vodafone phones.

Please can you take urgent action and reply.

Kind regards,

Maggie Snouck for Papouelli.com

[Effie]

Hi @Papouelli I hope you are well. Your site has already been reviewed by the team that handle reclassification cases and as Jason previously advised, the site can not be unblocked as it contains malware. Please have your IT team check and cleanse the website and provide us with a certificate and evidence that there is no malware remaining and we can then re-raise a request to the team.