ShipBob supply chain blocked by Xfinity

Since last Friday I lost the ability to work with one of my primary online supply chain applications, web.shipbob.com. Each time I try to load the application it goes to a simple blank page. In working with the ShipBob technical support people, they say that Xfinity is blocking the application. This sounds right because I've tried three different browsers on several computers here.

Unfortunately trying to contact support simply puts me in a loop if the problem isn't a reset password or reset modem. I have yet to be able to get a live person on the line to talk about anything else. Some of the most frustrating tech support that I've ever seen. They did offer to call me, but unfortunately I rely on Internet since I am rural and have [Edited: "Language"] cell reception. So, can't email to work with tech support. The people on tech support texting can't fix it and I can't call in unless I only want to reset a password or modem.

Responses

Official Solution

XfinityJustinC

Official Employee

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1.2K Messages

1 year ago

@user_25dgf4 I appreciate you taking the time to follow back up, it is helpful for other forum users to see this information. If the issue keeps persisting, and the website isn't reporting a blocked when checking the SPA website. We can have our wonderful Customer Security Assurance team investigate further.

I can check back in with you either tomorrow or Saturday whichever works best for you. Please let me know if you would like a follow-up, I look forward to hearing back from you.

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user_25dgf4

6 Messages

1 year ago

And here we are, 5 days into this and I still can't get to my primary supply chain application or talk to anyone at Xfinity. I guess I need to start shopping. I guess I'm luck that nothing has ever happened with my service in the last 10 years of their highest service level. In the end, I need to get my work done.

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XfinityRay

Official Employee

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2.7K Messages

Hi there, @user_25dgf4! I am sorry to hear that you are unable to get to your supply chain application and am happy to help get this figured out. If you go off the WiFi connection such as on cellular data, does the application work? I know you tried a few browsers, did you also try in Private or Incognito mode? Do you connect using a VPN?

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1 year ago

0

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user_25dgf4

6 Messages

Good morning,

Yes, I tried a broadband connection and it did work. Unfortunately, broadband is very unreliable at my home office. I tried three computers and 3 browsers (safari, chrome, Firefox) with the same results. I finally installed a VPN yesterday afternoon and it fixed the issue. I normally don't use one because I do some large file transfers. Of course after all the work on this over the past week, 6 calendar days, It's now working as before without the VPN. So, either ShipBob or Xfinity fixed the issue.

While the issue is now resolved, this has been tremendously frustrating and delayed some of our shipments. To have a support system that only takes two types of calls (connection not working or reset password) is baffling to me.

Regards,

Chris

1 year ago

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XfinityJustinC

Official Employee

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1.2K Messages

@user_25dgf4 I completely understand where you're coming from with trying to have easier access to support, and getting valuable feedback such as this is helpful to know where we can improve. I'll make sure to get this passed along to leadership.

From experience, customers have had success reporting blocked sites/emails: https://spa.xfinity.com/postmaster?faq=avoid-blocks-ipv4. Hopefully in the future, visiting the site can help get the blocked information reviewed and restored quickly.

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

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user_25dgf4

6 Messages

Thank you for the follow-up. Interestingly enough, The web app web.shipbob.com is blocked again now requiring a VPN to connect. The url you pasted is not working. the server spa.xfinity.com is not available.

Regards,

Chris

1 year ago

0

XfinityJustinC

Official Employee

•

1.2K Messages

@user_25dgf4 thanks for following up, sorry to hear the issues with the blocked site returned.

- Are you able to access the SPA site going in through article off our website: https://www.xfinity.com/support/articles/report-blocked-website?

- Do you have any blockers that may prevent access?

- Have you attempted to put the url in an incognitio browser?

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

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ShipBob supply chain blocked by Xfinity

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