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beddows11
Beginner
1,040 Views
Message 1 of 16

BT Customers unable to access our website

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?

beddows11_2-1628243165916.jpeg

 

beddows11_0-1628243094371.png

 

 

 

15 REPLIES 15
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,014 Views
Message 2 of 16

Re: BT Customers unable to access our website

@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.

licquorice
Distinguished Sage
Distinguished Sage
996 Views
Message 3 of 16

Re: BT Customers unable to access our website

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

licquorice
Distinguished Sage
Distinguished Sage
989 Views
Message 4 of 16

Re: BT Customers unable to access our website

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

beddows11
Beginner
979 Views
Message 5 of 16

Re: BT Customers unable to access our website

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

licquorice
Distinguished Sage
Distinguished Sage
975 Views
Message 6 of 16

Re: BT Customers unable to access our website

It won't

JohnC2
Moderator
Moderator
935 Views
Message 7 of 16

Re: BT Customers unable to access our website

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

licquorice
Distinguished Sage
Distinguished Sage
909 Views
Message 8 of 16

Re: BT Customers unable to access our website

Thanks  @JohnC2  now accessible via BT DNS servers.

beddows11
Beginner
823 Views
Message 9 of 16

Re: BT Customers unable to access our website

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

Thanks for all your help!

Wezza1
Beginner
495 Views
Message 10 of 16

Re: BT Customers unable to access our website

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 ?