Safeguard problems - repeat of issues from earlier this year?
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Safeguard problems - repeat of issues from earlier this year?
05-09-2019 11:21 PM
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Safeguard is blocking a site that shouldn't be blocked. I tried to unblock it but this didn't work. I tried to access from a different device and had the same problem. When this happened earlier this year, Plusnet said it was a problem with Safeguard itself and this took a few days to resolve. But I can't even get through to report the problem this time!
(I keep being told online chat isn't available and I can't get through on the help number during opening hours, so hoping someone can help here...)
How can I get this problem fixed? Unfortunately, both my broadband and my mobile are with plusnet so I cannot access this website, which is needed to support me with a medical condition. If this keeps happening then I will be taking my business elsewhere...
Re: Safeguard problems - repeat of issues from earlier this year?
06-09-2019 1:22 PM
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Hi @OF, thanks for your post.
We're sorry to hear of this issue and for our delayed response.
Can you confirm that it was the same website you were experiencing issues with back in July?
Re: Safeguard problems - repeat of issues from earlier this year?
06-09-2019 1:52 PM
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I was able to access it fine before the problems earlier this year, and then again once the previous safeguard issue was fixed.
I've just re-checked and the site is still blocked by safeguard.
Thanks for any help you can offer.
Re: Safeguard problems - repeat of issues from earlier this year?
06-09-2019 6:35 PM
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Hi @OF,
Thank you for confirming that. I'm sorry that Safeguard is blocking this website again and for any inconvenience that this is causing you.
Please can you visit the Safeguard portal here and add this website to the "allow websites" section? Please let us know if you are still unable to access the website after this.
Re: Safeguard problems - repeat of issues from earlier this year?
06-09-2019 7:26 PM
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Please not I have already tried to unblock the site from the safeguard options and this hasn't worked.
Re: Safeguard problems - repeat of issues from earlier this year?
06-09-2019 7:29 PM
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Moderators Note
This topic has been moved from Fibre to Everything Else
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Safeguard problems - repeat of issues from earlier this year?
07-09-2019 2:08 PM
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Hi @OF,
I am going to have to raise this issue to our Products team.
I have created a ticket on your account regarding this matter. Please click here to view my response as we require more information from you.
Let us know once you've replied to the support ticket so we can progress the case for you.
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