BT Customers unable to access our website

[beddows11]

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?

[Keith_Beddoe]

@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]

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

[licquorice]

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

[beddows11]

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]

It won't

[JohnC2]

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]

Thanks  @JohnC2  now accessible via BT DNS servers.

[beddows11]

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

Thanks for all your help!

[Wezza1]

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 ?