This topic

BT Customers unable to access our website

beddows11 — Fri, 06 Aug 2021 09:50:14 GMT

Our website https://sycous.com has been updated in the past few months and we've had multiple customers report that the site is unavailable for them. After further investigation it became apparent that all of these customers use BT as their broadband provider. Please see below for screenshots of the issue.

If the customer changes over to Google DNS servers then they can access the site again. This issue seems identical to the one posted here: BT Customers cannot access my website

The issue was due to the site being under review by BT for potential malware distribution. I'm not sure how to progress with this as we are not a BT customer ourselves, could someone advise?

Re: BT Customers unable to access our website

Keith_Beddoe — Fri, 06 Aug 2021 10:47:56 GMT

@beddows11

Ask them to disable BT Web Protect, and see if that helps.

https://www.bt.com/help/security/set-up-and-use-bt-web-protect

If it does, then BT may be able to add an exception for your site.

Re: BT Customers unable to access our website

licquorice — Fri, 06 Aug 2021 11:57:59 GMT

Its not a web protect problem, it seems to be a DNS problem.

Re: BT Customers unable to access our website

licquorice — Fri, 06 Aug 2021 12:06:51 GMT

@beddows11 I have asked if one of the mods could help.

Re: BT Customers unable to access our website

beddows11 — Fri, 06 Aug 2021 12:21:52 GMT

Thanks, @licquorice. I have someone who has disabled BT Web Protect as well so we'll see if that makes any difference for them.

Re: BT Customers unable to access our website

licquorice — Fri, 06 Aug 2021 12:23:49 GMT

It won't

Re: BT Customers unable to access our website

JohnC2 — Fri, 06 Aug 2021 15:57:52 GMT

Hi @beddows11, welcome to the forum and that sorry some visitors to your website are having this problem.

The security settings have been reset now and may take up to a few hours for our server to update. Once this is completed the site will no longer be blocked.

cheers

John

Re: BT Customers unable to access our website

licquorice — Fri, 06 Aug 2021 20:12:58 GMT

Thanks @JohnC2 now accessible via BT DNS servers.

Re: BT Customers unable to access our website

beddows11 — Mon, 09 Aug 2021 15:20:31 GMT

Perfect, this seems to be working for us and our customers now!

Thanks for all your help!

Re: BT Customers unable to access our website

Wezza1 — Tue, 28 Sep 2021 14:38:56 GMT

I read some were other day if you change a setting to 8.8.8.8 it works but i tryed that and it dont work ?

Re: BT Customers unable to access our website

Tom_Bev — Thu, 21 Oct 2021 09:07:09 GMT

Hi @JohnC2 , thanks for your help on this issue.

But myself and @beddows11 seem to be having the same issue again with our website https://sycous.com/.

We've had multiple customers on BT servers contacting us again about our site being down.

Back in August the issue did seem to be fixed... and was working for multiple customers / colleagues who use BT.

Are you able to check if something has changed or reset with the BT security settings? /

Point us in the right direction for why this might be happening?

Thank you for your help!

Tom

Re: BT Customers unable to access our website

JohnC2 — Thu, 21 Oct 2021 09:58:53 GMT

Hi @Tom_Bev, welcome to the forum, and sorry that this issue has arisen again. I'll see what I can find out and update you as soon as I can.

cheers

John

Re: BT Customers unable to access our website

JohnC2 — Mon, 25 Oct 2021 08:57:38 GMT

Hi @Tom_Bev, the website should be working ok now. Please let me know if you are still experiencing issues.

cheers

John

Re: BT Customers unable to access our website

gspearson — Mon, 25 Oct 2021 12:00:33 GMT

I can see the site.

Re: BT Customers unable to access our website

Tom_Bev — Mon, 25 Oct 2021 13:05:28 GMT

Hi @JohnC2, Yes the site seems to have come back again now, thank-you!

Do you have any idea what the issue is / how we can prevent this from happening again?

Cheers,

Tom

Re: BT Customers unable to access our website

JohnC2 — Mon, 25 Oct 2021 13:30:06 GMT

Hi @Tom_Bev, glad that it's working ok again. I've sent you a Private Message with some more information and what you should do if the problem does pop up again.

cheers

John

Re: BT Customers unable to access our website

JudyQ — Thu, 09 Feb 2023 20:22:04 GMT

@JohnC2 I am having exactly the same problem with BT visitors to my own website including myself when staying at a friend's house who has BT as her ISP, and my friend when using her iPhone. Previously, clients and potential clients reported this to me but I did not believe them because I could not replicate their situation on my own computers and iPad when staying elsewhere and not using BT. If, for instance, I use my Vodafone mini-sim for access, my site works perfectly. My website is https://judithmorgan.com and it is just my personal business coaching website and not a scam. Would you be able to work your magic for my site too? I'd be very grateful. Thank you. Judith

PS it seems to be fine on Android but not iOS if that's any help? So if potential users are Apple folks with broadband via BT, they can't see my site and report endlessly to me that there is something wrong etc. It would be great to see that back of this obviously!

Re: BT Customers unable to access our website

jac_95 — Thu, 09 Feb 2023 20:33:13 GMT

@JudyQ website reputation checks seems to fail for some.

So you need to resolve your website reputation to get it off the various lists:

E.g https://www.fortiguard.com/webfilter?q=judithmorgan.com&version=9

https://www.urlvoid.com/scan/judithmorgan.com/

Even Google is flagging it: https://transparencyreport.google.com/safe-browsing/search?url=https:%2F%2Fjudithmorgan.com%2F&hl=en_GB

Re: BT Customers unable to access our website

NeilO — Thu, 09 Feb 2023 20:37:33 GMT

@JudyQ This is the Microsoft warning for your site when using the Edge browser. It's not a BT block and I'd recommend reporting this to your hosting company.

Thanks

Neil

Re: BT Customers unable to access our website

JudyQ — Thu, 09 Feb 2023 20:42:39 GMT

I can't understand why it isn't Universal. We aren't using the Edge browser, by the way, we are using Safari. It works fine on Google Chrome and with different ISPs.

I started with my hosting company and they said there were no problems at their end and to come to BT. Because the first time ever I had seen the problem was when using this combination of BT when staying at a friend's house and because I could see the other guy had the same problem as me, I thought I would try starting with BT.

JudyQ