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Safeguard blocks our business website

sarumbear
Hooked
Posts: 5
Registered: ‎05-02-2017

Safeguard blocks our business website

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.

  1. How can I reach Plusnet to have the block removed?
  2. Is there a link for the blocked URL list?
  3. 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.

16 REPLIES 16
DS
Champion
Posts: 2,187
Thanks: 464
Fixes: 22
Registered: ‎06-01-2017

Re: Safeguard blocks our business website

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.

Anoush
Plusnet Staff
Plusnet Staff
Posts: 2,227
Thanks: 399
Fixes: 122
Registered: ‎22-08-2015

Re: Safeguard blocks our business website

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.

This is my personal Community Forum account to help out around these parts while I'm at home. If I'm posting from the 1st March 2020, this means I'm off-duty with no access to internal systems.
If this post resolved your issue, please click the 'This fixed my problem' button
sarumbear
Hooked
Posts: 5
Registered: ‎05-02-2017

Re: Safeguard blocks our business website

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.

 

 

 

DS
Champion
Posts: 2,187
Thanks: 464
Fixes: 22
Registered: ‎06-01-2017

Re: Safeguard blocks our business website

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.

sarumbear
Hooked
Posts: 5
Registered: ‎05-02-2017

Re: Safeguard blocks our business website

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.

spraxyt
Superuser
Superuser
Posts: 10,063
Thanks: 1,369
Fixes: 75
Registered: ‎06-04-2007

Re: Safeguard blocks our business website

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.

David
sarumbear
Hooked
Posts: 5
Registered: ‎05-02-2017

Re: Safeguard blocks our business website

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

spraxyt
Superuser
Superuser
Posts: 10,063
Thanks: 1,369
Fixes: 75
Registered: ‎06-04-2007

Re: Safeguard blocks our business website

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.

David
bobpullen
Community Gaffer
Community Gaffer
Posts: 14,882
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Registered: ‎04-04-2007

Re: Safeguard blocks our business website


@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:

sarumbear-safeguard.jpg


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 ⤵

scrookes
Plusnet Help Team
Plusnet Help Team
Posts: 188
Thanks: 51
Fixes: 4
Registered: ‎29-04-2013

Re: Safeguard blocks our business website

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.

sarumbear
Hooked
Posts: 5
Registered: ‎05-02-2017

Re: Safeguard blocks our business website

Thank you for your help so far.

ecasouth
Newbie
Posts: 3
Registered: ‎16-05-2018

Re: Safeguard blocks our business website

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

bobpullen
Community Gaffer
Community Gaffer
Posts: 14,882
Thanks: 2,485
Fixes: 168
Registered: ‎04-04-2007

Re: Safeguard blocks our business website

I've submitted a request for you.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

ecasouth
Newbie
Posts: 3
Registered: ‎16-05-2018

Re: Safeguard blocks our business website

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