Our online shop is incorrectly being blocked by BT Web Protect, which team at BT can help?

[Harrisandjames]

Hello 

Our online store Harrisandjames.com is being blocked by BT Web protect.  We have just moved our web site to another domain we own to check if it that works and it does (greatbritishchocolate.co.uk), however we would like our website to run under its original name. By moving our site to check will affect our SEO.  

The technical experts from Shopify (the company that hosts our website) says the SSL certificates are correct and have been tested with a A rating.  A another test with googles safe browsing confirms the site is very reliable and safe.  

The conclusion is that BT Web Protect is falsely marking our site as unsafe.  Many of our customers are regulars who are trying to purchase from us online and we have to take the order manually. 

If anyone can help by identifying the correct team to speak to that would be very appreciative.  We have spoken to BT Business who say it a residential product, and BT residential say there is nothing they can do. However BT is very large and I would imagine it is connecting with the correct person.     

[imjolly]

this is a customer help customer community forum and your post does not go to BT

[Harrisandjames]

Yes, the message is for the community forum as we are a small family business and have hit a brick wall with BT. We just asking the BT community for some help.

[DavidM]

Hi @Harrisandjames,

Welcome and thanks for posting. I'm sorry you're having problems with the web protect. Do you have a residential or business account?

Cheers

David

[Harrisandjames]

Hi,  

We have a business account and at home I have a personal account. 

Many Thanks 

[DavidM]

Thanks @Harrisandjames,

Is the web protect you're using part of your residential or business account?

Cheers

David

[Harrisandjames]

Hi David, 

The Web protect is residential. It also affects many of our customers who are all residential.  

Many Thanks 

[DavidM]

Thanks @Harrisandjames,

One more thing. Have you has a look through the help on web protect help ?

Cheers

David