Visitor

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2 Messages

08/14/2026 8:51 PM

safebrowse/xfinity blocking my website without any reason or resolution

I launched an education website two weeks ago, https://www.thediveproject.com - its a purely educational website that teaches people about the ocean and if the want to donate or volunteer or just learn thats what it does. Over the past two weeks, I've called xfinity multiple times, spent hours on the phone and just been in a continual loop with no answer or resolution. For context safebrowse.io is blocking my website (xfinity owns them and runs this)- I originally called and was told to contest is at the SPA url thing which I have multiple times - they just respond and say the site request has been denied without any actual reason to why or what it is that makes it not safe. Everyone on the phone keeps asking me what the message says and that it should provide context but it doesn't and it just gives me the phone number of the people I've already called. I spent hours updating my network and being told that they have verified its a safe website and this won't happen anymore, only for it to happen again. I'm confused as if there is something blocking it, i could literally fix it in minutes but you won't tell me what it is. I spent about an hour on the phone today with a representative who pretty much told me his manager and him can't help me in anyway and that I should goto a local store and complain as that store manager might have a connect up high to help me out.... This is insane and extremely unfair to block someones website with no reason, to spin them on the phone for hours, tell them to submit and it won't get blocked only for it to be. I don't want to be that guy that publicly call you out for this, but If I need to get yall some hate and shame on social to get a real reponse I will.

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Official Employee

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965 Messages

24 days ago

Hi NickPalv, thanks for taking the time to post on the community forums! The best first step towards having a website unblocked would by reporting the issue at https://spa.xfinity.com/report.
If that doesn't do the trick, or if you've already given that a shot, the next step would be to reach out to the Customer Security Assurance team directly at 1-888-565-4329. Their line is open seven days a week between 8:00am-12:00am EST.

Please let us know if that helps!

 

(edited)

Visitor

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2 Messages

I have already tried reporting it at https://spa.xfininty.com/report - they keep denying it with no explanation of why. I have also called customer security assurance multiple times and they've visited the website and don't understand why its been blocked/aren't able to give me a reason and that its above them. They told me to comment here and even to try and go into a store as they don't have any visibility into this.  

Official Employee

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965 Messages

I appreciate you giving that a shot! I don't believe going into a store would provide a different result, unfortunately. We typically defer to the Customer Security Assurance team in these situations as their team handles these security issues, but we can take a closer look to see how we can help or what can be done to get this escalated. Please send us a direct message with your full name, name on the account (if different or applicable), and service address, and we'll dig in!

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