Website being blocked by Vodafone Homebroad and Mobile Network

[welshman63uk]

Hi good evening,

We're receiving numerous complaints from our customers that they are unable to access our website https://www.youlovenatural.co.uk from both Vodafone home broadband and mobile networks, it looks like the site is being blocked by your DNS servers or possibly by Secure Net.

This is likely to be caused by the incorrect classification of the site. Classification should be amended to Retail.

This is a relatively new site, with an A grade SSL certificate through https://globalsign.ssllabs.com/ which you can check for yourself.

This is potentially costing us money with customers being unable to purchase our products, so clearly not what we're needing in the middle of a global pandemic, with so much emphasis being placed on online shopping.

I've added a couple of screenshots of the error messages being received.

No other issues being experienced with any other BB or 4G provider, so passing the issue across to you to resolve.

thanks

Peter

[Jayach]

Well it's not DNS, I can ping it fine.

Unfortunately it looks like a routing problem. They seem to occur occasionally with Vodafone.

Tracert with VPN:

tracert www.youlovenatural.co.uk

Tracing route to youlovenatural.co.uk [213.175.196.4]
over a maximum of 30 hops:

1 33 ms 31 ms 31 ms 10.5.0.1
2 24 ms 23 ms 24 ms no.rdns.ukservers.com [94.229.72.1]
3 * 30 ms 32 ms no.rdns.ukservers.com [31.132.4.90]
4 23 ms 19 ms 20 ms lonap-gw-no-dns-yet.zayo.com [5.57.80.201]
5 30 ms * 30 ms ae1.cs1.lhr15.uk.eth.zayo.com [64.125.29.128]
6 30 ms 31 ms 36 ms ae3.mpr1.lhr15.uk.zip.zayo.com [64.125.28.151]
7 35 ms 28 ms 27 ms 94.31.48.86.IPYX-107159-910-ZYO.zip.zayo.com [94.31.48.86]
8 17 ms 13 ms 13 ms bytemark.asr1.thn.as20860.net [130.180.202.57]
9 * * * Request timed out.
10 38 ms 39 ms 38 ms whuk8.whukhost.com [213.175.196.4]

Trace complete.

Tracert with Vodafone.

tracert www.youlovenatural.co.uk

Tracing route to youlovenatural.co.uk [213.175.196.4]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms vodafone.broadband [192.168.0.1]
2 7 ms 6 ms 6 ms 84.65.64.1
3 7 ms 7 ms 8 ms 63.130.104.198
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.

SNIP

Trying to report a routing problem to Vodafone is a nightmare so good luck with that.

[welshman63uk]

Cheers, tried for an hour earlier on the phone, spoke to someone on chat and they were of non-use, so thought it best to raise it on here.

[Mark]

Hey @welshman63uk, I'm sure we'll be able to help get this sorted and open your site to all our customers. Pop us a message through one of our social channels and we'll get this raised for you.

[Jayach]

It's working now, were you able to get assistance via social media?

tracert www.youlovenatural.co.uk

Tracing route to youlovenatural.co.uk [213.175.196.4]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms vodafone.broadband [192.168.0.1]
2 * 9 ms 6 ms 84.65.64.1
3 6 ms 6 ms 6 ms 63.130.104.198
4 10 ms 6 ms 7 ms lonap.as29550.net [5.57.80.24]
5 7 ms 7 ms 8 ms be20.asr01.thn.as20860.net [195.66.224.207]
6 13 ms 12 ms 13 ms bytemark.asr1.thn.as20860.net [130.180.202.57]
7 * * * Request timed out.
8 14 ms 11 ms 15 ms whuk8.whukhost.com [213.175.196.4]

Trace complete.

[welshman63uk]

Contacted them on FB and they said that they were aware of an issue with this range of IP addresses and would get straight on it. Looks like they did it.