2 Messages
Website blocked by Xfinity's Advanced Security Network - URGENT
Hello Xfinity Support Team,
I am seeking urgent assistance with an issue concerning one of our websites being blocked. Our customers are encountering an "ERR_SSL_PROTOCOL_ERROR" message, indicating that access to the site is restricted due to potential security risks. Despite numerous attempts to resolve this through phone contact and multiple submissions of unblocking requests on the Xfinity website, the problem persists. It's been over a month without a resolution.
This issue is critical as it's not only affecting us but also causing significant inconvenience and financial loss to our client. I've noticed similar complaints in various forums, yet there seem to be no updates on resolutions. Could you please prioritize this matter and advise on the appropriate steps or the right contact person to resolve this issue promptly?
Thank you for your attention to this urgent matter.
EG
Expert
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110.2K 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.
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XfinityDena
Official Employee
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3.2K Messages
1 year ago
@user_mmontoya The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by following this link: https://internetsecurity.xfinity.com/help/report-abuse/.
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user_sxc301
9 Messages
1 year ago
I am having a similar experience. I am both an Xfinity customer and a web developer. One of my clients' websites has been blocked by the "Advanced Security" feature which is on by default in most Xfinity home networks. I have used the reporting tool several times over the past week, and have encouraged my client to do the same. We get confirmation that the report was received but no resolution. I am going to now post my own thread in this forum and see if I can engage and get some help. Turning off the "Advanced Security" does allow me to access the website while on my Xfinity network, but that is not a solution. Xfinity needs a better and more transparent system if they are going to act as censors to the Internet, and allow reasonable recourse and remediation for any business or individual affected by their blocking.
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user_ywg3fq
1 Message
1 year ago
Were you ever able to get a resolution for this? I've been at this for my own client's site for almost a month without success. I'm a customer too but whenever I call in they always insist troubleshooting my router. I got one of them to say they were escalating it, but that didn't do anything.
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user_mm1
2 Messages
1 year ago
To everyone reading this thread,
Yes, we ultimately did get this issue resolved.
You will need to reach support and request a T3 tech ( Tier 3 ) support agent. They will be able to assist you in getting the issue resolved.
The issue that we faced was that a version of the site was cached at one of Xfinity's servers and we ultimately found where it was stuck by running traceroute.
In case anyone is wondering what a traceroute is, it is a network diagnostic tool that's used to track the path that your internet traffic takes from your computer to a destination website or service. It provides several pieces of information that can be useful for troubleshooting network issues
Providing this to tech support will help in determining where the issue may exist.
I hope this helps you all!
@user_sxc301 @jonathancarone @user_ywg3fq
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