HELP

Hello Xfinity Network Security Team,

I am experiencing an intermittent access issue with certain websites I use regularly. My connection often reports that these URLs are “not safe,” but they are in fact fully secure and trustworthy. All domains under *.dropsmart.io are legitimate, professional services, and their SSL certificates are valid and set up correctly.

You can confirm this by checking reputable SSL testing tools:

• https://www.ssllabs.com/ssltest/analyze.html?d=app.dropsmart.io
• https://www.sslshopper.com/ssl-checker.html#hostname=app.dropsmart.io
• https://www.ssl.org/

Summary of the problem:

• I can always access https://dropsmart.iowithout any problem.
• However, subdomains such as:
  • https://app.dropsmart.io
  • https://center.dropsmart.io

are often blocked or show a “This site can’t provide a secure connection” error.

• Occasionally, these subdomains will load, but most of the time they do not.
• The issue happens on both my computer and my phone when connected to my Xfinity Internet.
• I have already tried turning off my local firewall and antivirus, but the problem still occurs.
• We also attempted to access the modem’s admin area to check settings, but I do not know the admin password, so we could not proceed.

Request:

Could you please review the security filtering applied to these addresses and, if possible, add *.dropsmart.io to the Allowed List for my connection?

If this is something my husband or I can do ourselves via the Xfinity web interface or app, please provide clear step-by-step instructions so we can follow them.

These are legitimate, secure, and SSL-enabled services that are part of a professional platform I use, and I need uninterrupted access to them.

Thank you for your help,

Laurel Rosario