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Our company website is being blocked by Secure Net incorrectly, we have had so many customers complaining about this issue and have lost a few subscribers as they are unable to access their account since changing their internet provider or mobile provider to Vodafone.
I called customer services and they were unable to provide much information regarding this and said we need to advise customers to remove secure net from their plan however we feel that we are missing out on custom and that we are being blocked unfairly.
Is there anything that can be done?
Hey there @Waterbottle123 - We can help with this! Could you attach a picture of the error message your customers are receiving please?
Is this happening over mobile network, fixed line or both?
Can you also confirm the website?
Thank you for your message.
The error message that customers get are as follows -
'Safari cannot open the page because it could not establish a secure connection to the server' that is the error on Safari and then on Chrome ' Attackers might be trying to steal your information from www.wildnutiriton.com for example, passwords,messages or credit cards.) NET::ERR_CERT_AUTHORITY_INVALID'.
This happens on both mobile and Vodafone internet customers.
Our website is www.wildnutrition.com
Please let me know if you need any further information.
Thank you @Waterbottle123 - I'm on the Vodafone network and have Secure Net active on my number, your website loaded for me on 2 different browsers 🤔
Have the customers tried from a different browser other than Safari? And clearing their cache and cookies?
Does this also happen when the customers are on incognito mode?
Thank you for your message.
Customers have tried from different browsers and incognito windows. I personally have vodafone phone contract and internet and I am unable to access the website when working from home too!
We have previously spoken to Vodafone regarding this issue and they advised it is due to secure net. I have looked through the forum and can see that you can reclassify the website in secure net so that it doesn't get blocked. Would this be something that could be done for our website too?
Thanks for getting back to us and trying @Waterbottle123. We'll be happy to speak to our team about the classification of the website. Can you tell briefly tell us the content of the website? 🙂
Thank you for your message.
That would be brilliant, thank you! Our website consists of Supplements and Nutritional content companies in a similar area to ours seem to not be blocked by secure net.
Just a quick update @Waterbottle123, this is currently in the review stage with the classification team. As soon as we hear an outcome, we'll let you know on the Community 👍
I was just wondering whether you had an update regarding us being re-classified please?
Hey @Waterbottle123 - I'm sorry for the delay getting back to you!
Mark isn't in today and I can see he requested this for you. I've popped him an email to ask him to check for an update and get in touch - he's back in Monday 👍
Hi @Waterbottle123, thanks for your patience. We've escalated this a couple of months ago in Aug 2021, the team have confirmed that the website has been successfully re-classified.
If you're using Internet Explorer, you may need to go to Tools > Internet Options > Delete Files.
If you're still having trouble, please let us know what's happening on your end and we'll follow this up 🙂
Thank you soooooo much for this! This will definitely make our customers lives easier
That's great to hear @Waterbottle123 👍 Thank you very much for your patience, if you do need anything else, just drop us a message on the Community or the social media channels and we'll be happy to help 🙂
Our website Britishantiquefurniture.co.uk is incorrectly being blocked by secure net when on 4g Internet with secure net enabled, can you please advise how to get this looked at to remove the secure net block?
Hey @Robj85 - Thank you for bringing this to our attention. I have raised this to our back office team to whitelist your website. When I receive an update I'll let you know 🙂
Hi @Robj85 - We've received an outcome from our back office team, I'm afraid we are not able to unblock the site due to it being flagged as 'phishing'. I appreciate this won't be the outcome you were hoping for. Please let me know if I can assist with anything else.
When anyone tries to go on our website with their secure net on their phone (me included) it comes up saying this website has been blocked. I had to manually go into my secure net settings and put this down as a trusted website, but i cannot do this for other vodafone users who will not be able to visit our website.
We have checked with our IT dept & cloudfare who host the website and they cannot understand why you are blocking it when everything is fine and up to date & nothing malicious on our website.
Hoping you could help or whitelist our website from secure net ?
Could you help, it would be much appreciated ?
Hey @daniel91 I'm sorry to see your website's being blocked by our Secure net service. I've raised this error to our Tech team (Case ref: INC000004691882). They'll look into this and correctly reclassify your site. This can take up to seven working days to be resolved. We'll monitor our teams progress with this and let you know as soon as we have an update.
If there's anything else we can help with in the meantime, don't hesitate to get in touch.