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user_sxc301
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Tuesday, January 23rd, 2024

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URGENT: Safebrowse.io AKA Advanced Security - Blocks Websites with NO transparency or reasonable path to resolution

I am a web developer and an Xfinity customer.  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 and may take 3 days but no resolution or further communication now after a week.

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.

It may be that the client's SSL expired at one time over the past year, but we have since migrated to a new host and installed a completely new SSL provided by a different vendor.

The site is  https://iycwm.com

PLEASE CONTACT ME to guide this issue to resolution!

Question

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Updated 

1 year ago

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EG

Expert

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113.3K Messages

2 years ago

@XfinityGabby 

Check your "here" link Gabby. It's N/G. 

Yer' welcome.............

(edited)

0

CCGabby

Retired Employee

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1.5K Messages

2 years ago

It does give an option to also report a blocked website there. The website you shared is a perfect place to report that to, our Advanced Security team tries to resolve the issue within 3 business days. Do you recall when you reported this? They'll communicate with you via email as long as you entered that information when filling out the form.

5

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user_sxc301

9 Messages

I started reporting this on the 17th of January.  See a screenshot of my confirmation email here:
https://gerryleblanc.com/my_files/report-confirm-xfinity.png

2 years ago

0

user_sxc301

9 Messages

Both my client and I have been reporting it since then, and no action has been taken, no reply or any further communication has occurred.

2 years ago

0

CCGabby

Retired Employee

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1.5K Messages

Gotcha. Thanks for letting us know, we do recommend reaching out to our Customer Security Assurance team, so they can take a closer look. You can reach them through our Customer Service team that can connect you to them by calling 1-800-934-6489.

2 years ago

0

user_sxc301

9 Messages

@XfinityGabby​ are you able to help here?  I am getting NO service on this issue. No change and no communication from Xfinity.  This is extremely frustrating.  I have followed all the steps in the https://www.xfinity.com/support/articles/report-blocked-website  article, and have done it several times. NOTHING is happening. PLEASE HELP!

2 years ago

0

CCKatie

Retired Employee

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744 Messages

@user_sxc301 We know it is important for everyone to be able to access this site as you need it! Our team here sadly does not have any tools or options to assist with unblocking a site on our end as this is all managed through our Customer Security Assurance team as they are the experts in our internet security programs. With that being said, we do still want to ensure you get the resolution you need on this! To confirm, have you already tried reaching out to them at the number provided previously for further assistance?

2 years ago

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user_633a85

Visitor

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2 Messages

2 years ago

I have the same issue.  It is blocking one of MY sites and it's not the web hosting provider.  I reached out to spa.xfinity.com several days ago and have heard nothing back.  My confirmation is [Edited: Ticket Information].  I want my site back.

(edited)

2

XfinityKassie

Official Employee

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2K Messages

@user_633a85 Good morning! Thank you for taking the time to reach out to our Community Support Team. I can see how having your sites blocked would be frustrating. I'm here to help in any that I can. So that I may access the ticket information, can you please send a Direct Message with your name, the service address, and the ticket number? 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

2 years ago

0

user_hec8xs

1 Message

2 years ago

I am also experiencing the same issue. Xfinity is blocking my business site.

www.iycwm.com

This has caused me to lose customers and create a disruption to my business. I have reported it as have some of my clients who cannot open my site. Siteground who hosts my site, performs weekly security checks on the site and there has never been any issue. It has been over 3 days since we first reported the issue and we have not heard back. This issue is continuing to disrupt my business. I am also an xfinity business customer and feel that more are should be taken to resolve this issue. Please contact us ASAP.

1

0

XfinityEsteban

Official Employee

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137 Messages

Hello, @user_hec8xs. I can certainly understand wanting to make sure everyone can reach your business. When reporting this issue, did you follow the steps found here https://www.xfinity.com/support/articles/report-blocked-website?

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

2 years ago

0

SamG3

2 Messages

1 year ago

I am also having this problem. My intention is NOT to come off as rude in any way shape or form. It's just incredibly frustrating for me as a website owner. This is just NOT good for business.

I can understand that there are people out there that create websites with intensions to con people. But I can assure you that's NOT me.

It just doesn't make sense to have business expenses like a domain, hosting, internet, plugins, auto responders, chat services merchant accounts, etc... Only to have Xfinty decide on their own to put up a barrier between my prospective customers and my business website. This is NOT cool! 

I have spent all morning long trying to resolve this issue with many Xfinity tech agents and not one could give me a direct answer.

They had me, re-start my modem a few time. I explained to the agent that this is NOT a problem with my modem or internet services at all. I also explained to them that I have already contacted my Web Hosting provider and they too also pointed me to call Xfinity. 

This is really, really, really frustrating.  

There has got to be a way to get rid of this annoying block. 

4

user_sxc301

9 Messages

We have been told that using this form: https://spa.xfinity.com/report  will bring about some resolution, but NOTHING happens.  We have submitted that form several times.  I feel like we should start a class-action against Xfinity for this blocking with NO transparency or path to resolution.  Our business will gladly provide anything needed to prove our site's legitimacy and security, but without a process of redress, we remain arbitrarily blocked which is damaging to our business.

1 year ago

SamG3

2 Messages

Yeah, this seems abusive in nature, as there is no one that can give a direct answer. 

Xfinity is literally holding our business websites hostage, without any rhyme or reason. 

And the worst part is... That NO ONE, at Xfinity, knows about this issue or even has a remote idea of how to solve this issue or who to even contact in their tech dept. or company.

I have submitted the form, this evening. I am keeping my fingers crossed and hope that I can get an answer or a solution to fix this unnecessary headache.

We shall see. 

 

1 year ago

XfinityRay

Official Employee

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3.2K Messages

Good afternoon, @SamG3! Thanks for reaching out about your website. These are the instructions to Report a Blocked Website. <Edited to add link> You did the right thing by filling out the report. The team attempts to process the report within 3 business days. You should see an email confirmation come through when they are finished with the report you filed.

(edited)

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

XfinityVictor

Official Employee

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1.6K Messages

 

user_sxc301 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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_xtr60c

1 Message

1 year ago

We are having the same issue as others report here. Our company's web site and various subdomains get arbitrarily blocked with no context or reason given. We have filled out the SPA form numerous times with no resolution or response.

1

CC_Tony

Retired Employee

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1.4K Messages

 

user_xtr60c, Hi! When did you last fill out one of these reports? Also, have you checked your spam folder to see if our email ended up there?

 

1 year ago

0

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