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user_w1xg1s
1st Topic

5 Messages

Friday, January 5th, 2024 11:11 PM

Closed

I can't get a website unblocked

i work for a non-profit and for the past 2 months or so, our site has been blocked by comcast. People use our site to make donations, sign up for classes, etc. People who get internet through other providers are able to access the site. Our developer looked at our site for any malware/security issues and it is clean.

I have Comcast at home and I can't access our site -- which is a problem!

I turned off advanced security when i need to access the site, but i can't very well tell everyone trying to access the site to do the same!

I have reported it at least 5 times now and have never heard back.

We are losing business and money because of this problem -- the site is www.wholechildren.org
PLEASE help!!!

Question

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Updated 

1 year ago

193

2

0

EG

Expert

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110.3K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityKatie

Official Employee

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744 Messages

1 year ago

Hello @user_w1xg1s we know how important it is for you to being able to access all the sites your need, as well as others that need to access that site. We want to ensure this is addressed for you! You mentioned that you have already reported this. Is the process you took the one in our Report a Website Blocked by Xfinity xFi Advanced Security article?

9

0

user_w1xg1s

5 Messages

Yes that is where I have reported it multiple times (as well as several of my co-workers). thank you for your help!

1 year ago

0

XfinityKatie

Official Employee

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744 Messages

@user_w1xg1s Thank you for the update! Typically, it takes 3 days for the site to be unblocked once we are able to confirm it is safe, so depending on when you last submitted this, this should have been processed already. When you submitted the report, have you received an email confirmation that it was received?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_w1xg1s

5 Messages

yes, each time i received a confirmation email that said: "

Your Xfinity Website Unblocking Request

Thank you for contacting Comcast Service Policy Assurance. We've received your request and will review the information you provided. Please be advised that any changes to the Domain filtering policy may take up to 3 business days to process."

I have never heard back.

1 year ago

0

XfinityKatie

Official Employee

 • 

744 Messages

@user_w1xg1s okay, great! We may need to open a ticket and/or reach out to one of our offline Advanced Repair teams to see if we can get an update on this site being blocked. To do this, I'll need atleast one account to use as an example of being unable to reach the site. Since you mentioned you are not able to access it yourself at home without turning off your security settings, can you send my team a direct message with your full name and address so we can work together to get an update on this? To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_w1xg1s

5 Messages

I sent a message as instructed..what can i expect next?

thanks for your help

1 year ago

0

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