Wholesale customers cannot access our website

[gg30340]

And how many people on this forum have posted about their email and other things such as website not working and when you challenged them asking if they were a business user stated that they were using a residential account!

[Keith_Beddoe]

There is a fine line between posting about their website, and using this forum to promote it. (Spam).

It would be better if the direct link to the website is removed from the post, in my opinion.

[MikeSutty]

Yes that's correct.

It is a business-to-business website. Business customers only.

[MikeSutty]

I'm happy for you to remove the URL. It's not spam. We simply need it resolved.

[MikeSutty]

Is there a BT Business forum, email address, or contact information where this issue can be raised? Finding it very difficult with whom to contact about this query and see that previous posts have been resolved by posting on this forum.

[rbz5416]

@Keith_Beddoe 

How can @MikeSutty possibly be spamming by posting on a public forum about a problem with his web site, that isn't open to the public?

[MikeSutty]

We simply cannot tell every customer to contact BT, they simply do not have the time, are not technically savvy, or can't be bothered and will shop elsewhere. We know how to fix the issue by walking each customer through the steps. However, this could be affecting customers who don't contact us and potential new customers registering for an account.

Somebody did mention that some businesses (customers) may be using residential accounts rather than business accounts. This could be possible, I do not have that information without asking. Can someone please check at BT that this is the case and BT Business Broadband works fine for accessing the site?

[Keith_Beddoe]

@rbz5416 

Perhaps to drum up more business and get new registrations, especially as the referral link would come from a high volume BT forum. Does wonders on a search engine ranking.

As @MikeSutty  has posted, its not the case here. I will leave it up to the moderators if they want to edit out any direct link, and just post the name of the website.

As for the problem, its probably a web Protect issue.

[Keith_Beddoe]

@MikeSutty 

You can raise this with BT by emailing categorisation@bt.com 

Not sure about Plusnet.

If you take a look at Check if a site is being blocked you'll find some useful information around getting your site unblocked.

[MikeSutty]

How long should it take for BT Categorisation to reply? I've been waiting since 08/01/24. 

All our testing and user cases point to it being a DNS issue. We've ruled out everything else.

This is now affecting 4 of our websites.

Is there anyone else within BT that I can raise this case to?