Visitor
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2 Messages
Advanced Security / CyberSecure blocking my business site orofish.com: request denied with no reason given
I'm an Xfinity customer and the owner of orofish.com, a Shopify store for my small business. Advanced Security (CyberSecure) is blocking it for Xfinity customers. Your Website Checker says "The site is currently blocked by CyberSecure."
I believe this is a false positive. VirusTotal shows 0 of 91 vendors flagging the site, Google Safe Browsing and Norton rate it safe, and Shopify support has reviewed the store and confirmed it passes all of their security checks (Shopify ticket 70787246).
What I've done so far:
- Submitted the report form at spa.xfinity.com twice (ticket IH270703521 was "not approved")
- Called Customer Security Assurance (reference IH270704423, escalated to Tier 3, no callback)
- Filed an FCC complaint (ticket 9177718)
The denial email says the block stays "until the website owner resolves the underlying issues," but no one will tell me what the issues are. Can an Xfinity employee please look into this and tell me the specific reason for the block, or have the site re-assessed?
Accepted Solution
user_clzngx
Visitor
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2 Messages
1 day ago
Update, October 6: my site is now unblocked. The CyberSecure Website Checker shows no block on orofish.com, and it loads for Xfinity customers again.
@user_azmr9l : I was stuck in the same loop, so here is what worked for me.
1. Check your site in Xfinity's Website Checker: spa.xfinity.com/check-url-status. Screenshot the "currently blocked by CyberSecure" result.
2. Submit the report form at spa.xfinity.com/report ("I can't reach a website that I want to go to"). Mine was denied with no reason, but it gave me a ticket number.
3. Call Customer Security Assurance at 1-888-565-4329 and ask for the ticket to be escalated to Tier 3. Get a reference number.
4. [Edited: "Soliciting"]. Comcast told me the block came from a negative reputation rating supplied by a third-party security provider, not from anything on my site. Once the right team looked at it, they manually allowed the site and it cleared within about a day. It also helps to have evidence ready: VirusTotal results, Google Safe Browsing, and a statement from your hosting provider that the site is clean.
(edited)
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user_azmr9l
Visitor
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1 Message
2 days ago
I'm facing the same issue with my site and customers are not able to access it (senderpools.com). I'm also seeing a clean VirusTotal score, google safe browsing, etc. Submitting a ticket almost 2 weeks and haven't heard back.
I called support and they were not able to tell me what needs to be fixed or if the team was even looking into it. Extremely frustrating. Comcast, please help!
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