URGENT Web Safe is incorrectly blocking our website

[E92M]

Dear Virgin Media,

Virgin media is incorrectly blocking our online furniture store.

Our url is : https://www.rattanhut.co.uk

Please can you urgently advise.

Kind Regards

[goslow]

Your site is listed on Virus Total by two providers for 'Malicious' and 'Malware' (blocked by Vipre and CyRadar)

If you know your site is not malicious and does not contain malware you could request removal for a false positive

https://helpdesk.vipre.com/hc/en-us/requests/new

and seemingly the email contact for CyRadar is shown on this list (although I seem to recall from past topics they may not be very responsive)

https://www.getvisible.com/false-positive-virus-malware-scans/

You can also try

websafefeedback@virginmedia.co.uk

and use the net report tool

https://netreport.virginmedia.com/netreport/

[Gareth_L]

Hello E92M.

Thanks for your first post and welcome to our community.

Sorry to hear your stores website is being blocked through our websafe feature.

Have you followed the excellent advice given by @gloslow.

If you still need help, please let us know and we can have a look from here.

I have sent you a private message anyway.

If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L

[E92M]

Hi Gareth,

Yes I have already followed the advise given by @gloslow . 

Are you able to manually re categorise our site please?

Our customers that have open orders with us are getting extremely worried and we really urgently need to get this resolved please. 

[E92M]

Hi Goslow,

Our website is now showing all clean on Virus Total.

It is however still being blocked by Virgin Media. 

Please could you advise.

Many Thanks

[goslow]

Yes, Virus Total is now showing 'Clean' or 'Unrated' for your site.

I don't know of any further means to request VM to unblock. The VM agents on here will, most likely, just be referring on any request for you, rather than directly doing any unblocking. Others on here may be able to suggest further actions you can try.

Sometimes the unblocking process has happened quite quickly in the past, after reporting to VM, other times more slowly. If any action needs to be taken in the UK though we are still in a bank holiday weekend which may delay your request.

I would suggest you keep checking and refer on here back if you are still blocked by end of Tuesday.

[E92M]

Hi Goslow,

Thanks for your reply. Are you on Virgin media broadband yourself to run a quick test?

[Roger_Gooner]

VM isn't blocking your website as I've been able to access it since you first posted. However a trace route is timing out (not in VM's network).

C:\>tracert www.rattanhut.co.uk

Tracing route to www.rattanhut.co.uk [82.223.8.229]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.0.1
  2     *        *        *     Request timed out.
  3    10 ms     8 ms     8 ms  haye-core-2b-ae36-650.network.virginmedia.net [80.3.178.221]
  4    11 ms     8 ms     8 ms  haye-core-2a-ae1-0.network.virginmedia.net [80.3.176.177]
  5     *        *        *     Request timed out.
  6    10 ms     9 ms     9 ms  aor.uk-lon03a-ri1.network.virginmedia.net [62.254.42.174]
  7     *        *        *     Request timed out.
  8    10 ms    10 ms     9 ms  uk-lon01b-ri1-ae-25-0.aorta.net [84.116.136.102]
  9     9 ms     9 ms     9 ms  ae-2.bb-b.thn.lon.gb.net.ionos.com [212.227.112.97]
 10    10 ms     9 ms    12 ms  lo-0-0.bb-a.ba.slo.gb.net.ionos.com [212.227.117.2]
 11    17 ms    17 ms    18 ms  lo-0-0.bb-a.bv.crb.fr.net.ionos.com [212.227.117.5]
 12    34 ms    34 ms    34 ms  lo-0.bb-b.aem.std.fr.net.ionos.com [212.227.117.38]
 13    33 ms    35 ms    35 ms  lo-0.bb-b.epx.mad.es.net.ionos.com [212.227.117.6]
 14    39 ms    39 ms    40 ms  ae-1.rc-b.pl.lgr.es.net.ionos.com [212.227.121.97]
 15    42 ms    44 ms    42 ms  port-channel-3.es-lgr-lpngdsr02.oneandone.net [212.227.121.104]
 16    41 ms    38 ms    41 ms  212.227.130.21
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\>

[Cardiffman282]

I'm still waiting to hear how the uninterrupted selling of rattan egg swing chairs by a furniture outfit in Ipswich is an "urgent" matter. 

[Gareth_L]

Hello again E92M.

Sorry for the delay in getting back to you.

From here I've raised this issue with our internet security team to see if they can shed any light on why your website is getting blocked.

As soon as I have a reply I will update this thread.

Gareth_L