Unblock safe domain from Securenet, please

[jptejela]

Hello!

Two of our domains are been blocked by Vodafone's Securenet system. The affected domains are part of an online tool to manage social networks. Domains are shorteners that are used to track links that users share on their social networks. We understand that from time to time, these domains have been used to share a link to a fraudulent website, but we always work actively to eliminate shortened links that can redirect to malware or phishing pages. I understand that the objective of Securenet would be to block the final pages but that by mistake it has blocked the shortener.

We have more than 1 million users on our platform and it would be necessary to remove the block to these two domains so that users of the platform who become a legitimate user can continue using the service without problem. The affected domains are:

mtr.cool
mtr.bio

An example link would be:

https://mtr.bio/metricool

Thank you for your assistance.

[ryamazaki]

Hi, 

Yes, we have tested with Vodafone Spain connections.

And you guys could fix them in the past.

Regards.

[Mark]

All the changes we're able to make from our end have been actioned @ryamazaki. For more assistance with this, you'll need to reach out directly to Vodafone Spain.

As this is a Vodafone UK forum, we're only equipped to assist with queries regrading Vodafone UK accounts or services.

[ryamazaki]

Thank you @Mark for your support.

At Vodafone Spain they do not manage Secure Net. From the customer support website, they only tell customers how they can deactivate all Secure Net but if what the customer wants is to continue using Secure Net they do not give any other solution. The Secure Net product is not developed from Spain, it is only marketed and they do not have any way of configuring white lists.

Could you review it yourselves as you have in the past since it worked fine, please.

Thank you so much!!

[Gemma]

@ryamazaki - thanks for confirming this. We last raised this on 17 July under reference INC000004921702. The team have confirmed, they've received the request from us several times and have checked the sites each time. They've confirmed they're not blocked from Vodafone UK and they're classified as 'Computing'. I'm sorry there isn't anything else we can check from our side. 

[ryamazaki]

Thank you very much for your help @Gemma.

Are the Secure Net rules different between the UK and Spain or does the same configuration apply to all the SecureNet services that you have deployed around the world?

Regards.

[jptejela]

Hello!

However, Metricool domains continue to be blocked by Vodafone for Vodafone customers. There should be something we can do like the previous times. Can you help us locate the person who can help us within your organization?

Thank you very much for your help.

[Gemma]

@ryamazaki and @jptejela - There isn't anyone who you can contact directly, although we'd contact our Support team on your behalf. This is who the cases have been raised to each time.

Please can you confirm if it's Vodafone UK customers who are facing this issue? If it is, please send us screen shot examples of the message they're getting when using a Vodafone UK connection (along with the site they tried to access).