Virgin Media Virus Safe incorrectly blocking app.consultport.com

[sebastian-n]

Hi,

One of our clients from the UK is reporting our website app.consultport.com being incorrectly blocked by Virgin Media Virus Safe. We understand that this is a false positive. Please advise how to proceed.

VirusTotal report for app.consultport.com

SSL Trust: highest possible SSL score

Best,

Sebastian

[用心棒]

If you are a Virgin Media customer report it here Report a website or otherwise try emailing websafefeedback@​virginmedia.co.uk

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[Client62]

From our VM connection we do not see any response from Virgin Media Virus Safe

Look at the responses from Edge then from Firefox ... SSL perhaps.

[用心棒]

@Client62, when Web Safe blocks access to a site it does so by redirecting the request. As a consequence if the site is requested over:

• HTTP then the redirection succeeds and Virgin Media's Child Safe or Virus Safe page is shown
• HTTPS then the redirection fails and browser shows an appropriate warning message that a secure connection could not be established

FYI: if your browser is not configured to always use a secure connection (HTTPS) then when trying to visit http://consultport.com or http://app.consultport.com Web Safe's Virus Safe page will be shown.

[sebastian-n]

We use Cloudflare with option Always use HTTPS option ON. Even if the browser request HTTP version, it will be automatically redirected by Cloudflare to the HTTPS.

We also have a minimum version of 1.2 TLS required. Perhaps Virgin Media doesn't support TLS higher than 1.1?

[用心棒]

@sebastian-n, the earlier post was direct to @Client62 to explain why they were not seeing Web Safe's warning message; sorry if this caused any confusion.  Please act on the previous post here to register a false positive with Virgin Media.

[sebastian-n]

I see. Sorry for the confusion. I already reported the false positive to websafefeedback@​virginmedia.co.uk 2 hours before opening this thread.

[Client62]

Every day is a learning process, I had not realised the VM Virus Safe could show as an SSL error.

My Firefox & Edge browsers are both enabled for TLS 1.2 and 1.3 only - no browsing issues over VM.

[sebastian-n]

Is there anything else I can do apart from reporting a false positive to an inbox that in 2023 doesn't seems to have not even an auto-responder indicating that they have acknowledge the message?

Do you have any estimation on how long it may take to someone to give an answer? Thanks in advance

[用心棒 · Accepted solution]

Issue has been flagged to the forum team who will hopefully help answer these questions; be aware it can take them a few hours / days to respond though it is usually the former.