Safeguard blocks our business website
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Safeguard blocks our business website
05-02-2017 9:01 PM
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A client has reported that Plusnet is blocking our business website sarumbear.com It seems the cluprit is the Safeguard but I'm not sure as I am not at their location.
- How can I reach Plusnet to have the block removed?
- Is there a link for the blocked URL list?
- Can someone try the link above and see if it is blocked by them so that I can understand if it is a Plusnet wide issue or an isolated case for the client.
Many thanks for your help.
Re: Safeguard blocks our business website
05-02-2017 9:30 PM
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Hi, welcome to the forums.
I'm not sure if calling them would resolve this or not....
However, copied from here
How do I allow access to a safe site that's been blocked by Safeguard?
You can do this by adding the address to your Allow Websites list. You might want to do this if:
- you never want a certain site to be blocked
- a website has been blocked under a specific category, but you believe its content is safe
- a specific website address has been incorrectly blocked by the filter and you want to allow access to it
You can have up to 30 allowed websites.
Re: Safeguard blocks our business website
05-02-2017 9:32 PM
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Hello @sarumbear I'm sorry to hear it appears Safeguard is preventing access to your website for your client.
I'm able to open the webpage from my home Plusnet connection without any problems. Then again, I don't have Safeguard enabled.
With the feature enabled, there are many variables i.e. categories or specific websites that can be blocked. I'd probably advise asking your client to firstly try turning Safeguard off.
If this resolves the issue and they would like to continue to use Safeguard, they could try adding your website to the Allowed Websites list.
If they are still unable to browse to your webpage with Safeguard turned off for at least 2 hours and the router rebooted, we'll need a bit more information as to what error message they're getting.
I hope this helps.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Safeguard blocks our business website
05-02-2017 11:50 PM
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Thank you for the reply but you are treating this as if it is an issue that concerns my client. You are wrong. This is an issue that concerns Plusnet's treatment of our company website.
It is preposterous to ask me to go around and ask all our clients to turn off Safeguard or whitelist us.
It is obvious that your system has a fault. As every filtering system you should have a whitelist. I ask you to enter our URL to it so that every Plusnet customer who use Safeguard can reach our website. This should be a common reqest for anyone who runs a service like Safeguard.
Re: Safeguard blocks our business website
06-02-2017 12:48 AM
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Regarding calling them, I've only been able to find this:
https://www.plus.net/help/broadband/how-to-use-plusnet-safeguard/#contact-support
Which currently gives this:
Customer support
- 0800 432 0200 (from within in the UK)
- +44 345 140 0200 (from abroad)
7.30am - 10pm, every day Please have your username and password handy.
There is a live chat facility too (when it's available) on the above link.
However it does appear to be for a residential customer to call, other than that, I can't think or find anything else that I can suggest. Sorry that I can be of any further use.
Re: Safeguard blocks our business website
06-02-2017 12:53 AM
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Thank you for taking your time. However, not being a customer none of those contact methods are available to me.
I am afraid my only hope is for someone from Plusnet see this message.
Re: Safeguard blocks our business website
06-02-2017 1:11 AM
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I suspect the block might result from content on your site, specifically that associated with the last item in the yellow section. However that's just a guess on my part.
Re: Safeguard blocks our business website
06-02-2017 10:55 AM
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Do you mean one of the client's title (below) is the cause of your block?
Martin Kingston
Massage Therapist, London Massage Therapy
I cannot see how a sport massage therapsit can be safe guarded as it is a perfectly legal, child friendly and medical profession!
May I ask you or anyone with Safeguard on to test if they can access the above mentioned client's site at:
http://massage-therapy-london.co.uk
Many thanks
Re: Safeguard blocks our business website
06-02-2017 12:26 PM
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Sorry, I am a Plusnet customer, not a staff member. As such I have no knowledge of or control over what Safeguard might or might not do.
Re: Safeguard blocks our business website
06-02-2017 12:31 PM - edited 06-02-2017 12:37 PM
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@sarumbear wrote:
May I ask you or anyone with Safeguard on to test if they can access the above mentioned client's site...
It's getting blocked as pornography:
Leave it with me and I'll see if I can get the classification corrected...
Edit: No issues accessing massage-therapy-london.co.uk.
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Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Safeguard blocks our business website
06-02-2017 5:05 PM
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As Bob advised this is going to be corrected but may take a couple of days. Pretty sure Bob will confirm that once he see's this post.
Really sorry for any inconvenience caused.
Re: Safeguard blocks our business website
06-02-2017 5:07 PM
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Thank you for your help so far.
Re: Safeguard blocks our business website
16-05-2018 8:52 AM
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I have the same problem for a clients website, blocked as p**n but actually an alarm company. Could you assist in getting this re-classification please.
https://www.intelligentalarms.co.uk/
Thanks in advance
Re: Safeguard blocks our business website
16-05-2018 9:02 AM
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Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Safeguard blocks our business website
16-05-2018 10:57 AM
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Thanks Bob, I think I know why this is - the email address for contact contains the clients legitimate surname ( w**klyn ) which is obviously in the website code - pretty sure this is the reason why.
I can't get him to change his name so your help is appreciated
Rgds
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