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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
1,682 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.

1,664 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.

1,657 Views
Message 4 of 16

Re: BT Customers unable to access our website

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

1,647 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.

1,643 Views
Message 6 of 16

Re: BT Customers unable to access our website

It won't

1,603 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

1,577 Views
Message 8 of 16

Re: BT Customers unable to access our website

Thanks  @JohnC2  now accessible via BT DNS servers.

1,491 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!

1,163 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 ?