Website Blocked

[fnatic]

Hi, we've seen quite a few people on here mentioning that their websites have been blocked by the Vodafone security measures.

We run an app and website which are accessed by both https://fnatic.com and https://id.fnatic.com and finding that both of these are being blocked for users using their Vodafone data plans, I believe it's the same issue as others on here will be happening.

There's nothing 18+ or illegal here, it's simply our company website and shop, along with our discussion forums and app which shows company and community updates.

If you could please get this reviewed and corrected that would be much appreciated.

Many thanks

[Mark]

Hey @fnatic. I've just tried to access your site via a Vodafone connection with content controls in place and I've had no problems. Can you provide a little more information on the issues being experienced. If you can also provide a screenshot of any error message received, this will also help.

[fnatic]

Hey, thanks for the response,

Sorry no not really, we've got several thousand users and we can just see them complaining on various social media platforms that its not working, unfortunately none of us have access to Vodafone to try replicate or debug ourselves.

This is probably as much help as i can give:

We know it's Vodafone because all the complaints have come from users using Vodafone and every other provider works fine, along with seeing the errors coming from vodafones servers, is it possible to just get it white listed without being able to replicate? 

It might be more replicable via our app https://apps.apple.com/gb/app/fnatic/id6444809489 or https://play.google.com/store/apps/details?id=com.fnatic.wisp&hl=en_US 

Thanks

[Mark]

Thanks for the screenshots @fnatic, the error messages being experienced by your customers can be caused by either their account settings, or a mis-match with the site classification. To avoid this being the later, I've raised a case to request reclassification of your site (Case Ref: INC000004923279). This can take up to 7 working days to be investigated, but is usually done quicker. We'll reach out to you again here once this has been completed and any required changes made.

[fnatic]

Hi,

thanks for the update.

are we able to find out what the site is currently classified as?

thanks 

[Mark]

The team will be able to advise what the site's currently classified as once this has been picked up and investigated. They'll also advise what they've updated it to.

[CallumR]

Hey @fnatic 

Our team have gotten back to us and made us aware that they've fixed the access issue, so there shouldn't be any trouble with accessing the link now. 

[fnatic]

Hi, we've just asked a customer to retry - and they're still getting the error.

Thanks

[Effie]

That's strange @fnatic as we are able to access the site with content controls and SecureNet active with no issues. Is it just the one customer that is affected or multiple? How many users are getting the error? Have they all tried clearing their cache and cookies? 

[fnatic]

We’ve only been able to ask 1 person to try again so far as tracking down individual users won’t be easy.

are you able to let us know what the site has been categorised as now please?

however this is URL is used on our app, so users cant clear their cookies/cache as it’s not a web browser. Are there other ways to test?

thanks