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DEFINERY
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8 Messages

Monday, July 10th, 2023 8:46 PM

Multiple Blocked Client Websites // URGENT

I manage a large number of websites / online merch stores. Within the last 4 months my own company (www.definery.com) has been blocked on every Comcast Business network after I started updating it for a Fall rebrand. I have spent over 50 hours on the phone with your support teams and it is still not resolved while costing me both time and revenue.

The site works fine on other networks including Xfinity Residential. And it does not matter what location, browser or type of computer it is tried on (PC, MAC, iPhone, etc.) So the issue is isolated to only Comcast Business networks. 

Both the domain and site is managed by SquareSpace and all have top tier SSL.

  • Definery.com

There was a forum post about changing the DNSSEC Digest Key, but this is not internally supported by SquareSpace and both Cloudflare and Akamai believe this would not solve the issue.

  • https://forums.xfinity.com/conversations/customer-service/urgent-our-company-website-is-being-blocked-by-comcast-at-ip-9687830/628f8efa855f616353ae83b3

Please advise.

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1 year ago

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DEFINERY

New Contributor

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8 Messages

1 year ago

As for the error messages, depending on what browser it states:

Malware and Phishing

This site is blocked because it is a known security threat. Please contact your network administrator to gain access.

(or)

This site can't provide a secure connection

definery.com sent an invalid response.

ERR_SSL_PROTOCOL_ERROR

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Comcast_Chelsea

Official Employee

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37 Messages

@DEFINERY , Thanks so much for taking a moment out of your day to leave a post on our business community forum. I'm sorry to hear you're having trouble with your website being blocked. Have you tried calling our Business Support at (800) 391-3000 or used our Business chat: https://business.comcast.com/support/home/ . Also, have you checked out the website blocker form online through our security team: https://spa.xfinity.com/report

 

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1 year ago

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DEFINERY

New Contributor

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8 Messages

@Comcast_Chelsea​ 

I have spent over 50 hours with phone support starting in April dealing with various Comcast / Xfinity support teams. Though more often than not, I have been directed to Xfinity which says it is not blocked. Which is true, it works fine at residential locations

My company is B2B, so it remains blocked where it matter most - on Comcast Business Networks.

As for spa.xfinity.com/report .... that form has been filled out multiple times since April. And nothing has been resolved. 

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1 year ago

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Comcast_Chelsea

Official Employee

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37 Messages

@DEFINERY , If you could send our team a direct message with your full name, Business Name on the account, and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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1 year ago

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DEFINERY

New Contributor

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8 Messages

@Comcast_Chelsea​ 

There is no option for "Xfinity Support". Is there another name I should try?

That said, I sublease two offices so I personally do not have an Comcast Business account at these locations. But the issue is across multiple / ALL locations and is NOT isolated to one specific address. That's why it is such a major issue.

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1 year ago

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DEFINERY

New Contributor

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8 Messages

@Comcast_Chelsea​ 

I did however send the messages here @ComcastBiz_Support

If there is a different DM address, please let me know.

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1 year ago

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DEFINERY

New Contributor

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8 Messages

1 year ago

It's been another 10 Days, going on 5 months now and Definery.com is still blocked ONLY on Comcast Business networks.

Please advise or provide a better contact person who can assist with this.

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idontevenworkhere

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2 Messages

1 year ago

  • The best solution I could find was to completely disable the SecurityEdge™ feature, which is uses-less IMO if you have a proper enterprise setup.
  • You DO NOT want to remove this feature from your service as it will break your "combo" package and they'll charge you more. Typical Comcast 🎩

Disable SecurityEdge™

Step-By-Step on How to Disable SecurityEdge

  1. Login to https://business.comcast.com/
  2. Click the blue "Manage Internet" button
  3. Look for a box under Services & Equipment labeled SecurityEdge™
  4. Click on the > icon within the title area of the box.
    • DO NOT Click "Visit SecurityEdge".
  5. A side panel should open on the right-side giving you the option to disable the service.
  6. Untick the box to set the status of SecurityEdge™ to Disabled.
  7. Within 5-10 minutes your blocked URL should be accessible.
  8. Profit! 💰

SecurityEdge™ FAQ

Reference this post please: https://forums.xfinity.com/conversations/customer-service/comcast-refuses-to-unblock-our-website-or-show-us-why/64f1ffe42afef0112cca4796 

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