Wholesale customers cannot access our website

[MikeSutty]

We're a wholesale vaping business in the UK.

We operate the website https://portal.flavourwarehouse.co.uk/

The website is gated, meaning customers must register and be approved as a legitimate business before accessing the site and purchasing. It is not a consumer website. 

Customers have contacted us in the last couple of months saying "This website cannot be reached".

On investigation, we found all customers reporting an issue were using BT (or PlusNet) as an internet service provider.

It appears BT has classified our website as "harmful". At the same time, our customers can still access our competitor's websites without issue. This places our business at a significant disadvantage. We must explain to businesses that they must contact BT regarding "parental controls" to resolve the issue.

Please can we have an explanation as to why this happened in an attempt to resolve the issue? Has the website been misclassified? 

Thanks

[Keith_Beddoe · Accepted solution]

@MikeSutty 

Your business customers would need to contact BT Business. This is the BT Residential customer forum. The same would be for Plusnet Business users, they would need to contact Plusnet business.

http://business.forums.bt.com/

https://community.plus.net/t5/Business/bd-p/Business

Thanks

[iniltous]

FWIW, from my BT service , I just clicked on the link and it brought your website up ,

[gg30340]

I too can access your site with no problems.

[rbz5416]

And another.

[Keith_Beddoe]

Its likely to be different filtering on BT Business and Plusnet Business.

[gg30340]

Are parental controls available to a business account?

[Keith_Beddoe]

It may not be parental controls, but some form of default web protection where something is wrong with the way the site is built, especially if it asks for login details.

https://business.bt.com/help/article/email-security-and-hosting/online-safety-and-security/web-prote...

[gg30340]

The OP has not said that his customers are BT or Plusnet Business account holders nor has he said that he is a BT Business account holder.

What he suspects it that the BT Webprotect is blocking his customers who are BT Broadband customers. While it is not known if the customers are BT residential line or BT business line customers it would appear that regardless it is BT that is causing the problem.  

[Keith_Beddoe]

Quote

"The website is gated, meaning customers must register and be approved as a legitimate business before accessing the site and purchasing. It is not a consumer website."

That to me would indicate business customers only.

A reply is needed from @MikeSutty  Otherwise I would be suspicious of someone trying to promote their website via this public forum.