topic Re: False Positive Block on my wife's business website by Advanced Web Protect in Broadband & Landline

False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Thu, 11 Jun 2026 19:12:26 GMT

My wife's business web site has suddenly been blocked by our Home hub's Advanced web protect.???

annabellesmithwellnesscoach.com

Can moderators please advice how to get this false flag removed, as it is causing chaos for her work and other associated bits.

We have no idea how long this has been going on for and could have cost her thousands in client enquires.

Please help!!!!

Re: False Positive Block on my wife's business website by Advanced Web Protect

XRaySpeX — Thu, 11 Jun 2026 19:33:03 GMT

@ianlock : Well, that site's blacklisted by Norton for me. Nowt to do with Advanced Web Protect.

Re: False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Thu, 11 Jun 2026 19:42:45 GMT

OMG!!! ok... i just spent another hour on the phone with EE trying to get them to look into it..... why would her web site suddenly be black listed? She's a PT and Nutritionist.....it not like its a porno or adult content??? is full of diatry advice for middle aged women.

Does anyone have any suggestions as to what to do next?

WIX ( who deal with the website ) had looked into this all week and are adamant that it is all perfect...?

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Thu, 11 Jun 2026 19:51:54 GMT

@ianlock She's good on Vodafone Home broadband connection no issues getting to it..... You should see if it gets approved for viewing.

Essex Wellness Coach; Expert Nutritionist, Personal Training, Diet Plans & DNA Testing

Part of your site.....

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Thu, 11 Jun 2026 19:53:57 GMT

@ianlock It is perfect you must be having an EE issue, can you get to it via mobile broadband?

Re: False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Thu, 11 Jun 2026 20:01:59 GMT

@JimM11 thank you, yes it can be accessed via any 4G or 5G connection form any provider including EE mobile.

Re: False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Thu, 11 Jun 2026 20:03:38 GMT

@XRaySpeX can i ask you post a picture or screen shot of the message you get when it get blocked by Norton please. Im going to try and raise a ticket of some sort with them tomorrow. ChatGTP have given me a link to do that via.

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Thu, 11 Jun 2026 20:09:25 GMT

@ianlock It may just be the Advanced web protect, no longer an EE customer so really cannot do much to check for you apart from say try switching the feature off/on with a little time in between and pin the sucker down... Good luck with it all.🤞👍

I use Kaspersky Advanced Internet so if it see the slightest oops then flashes up the warning, yours was fine Norton would not use it for love nor money, (my opinion only)

Re: False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Thu, 11 Jun 2026 20:13:22 GMT

@XRaySpeX i need the Detection Name and Alert ID you get when Norton flags it please.

Re: False Positive Block on my wife's business website by Advanced Web Protect

XRaySpeX — Thu, 11 Jun 2026 20:41:20 GMT

Sorry, the Norton window disappears when I try to snip it. Neither of those 2 terms appear in it.

I wouldn't be surprised if Advanced Web Protect is based on Norton.

Re: False Positive Block on my wife's business website by Advanced Web Protect

Steve_BT — Fri, 12 Jun 2026 07:54:19 GMT

Are you still seeing the issue? It loads perfect from my home EE line.

Re: False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Fri, 12 Jun 2026 08:03:35 GMT

@Steve_BT yep just checked, no joy

Screen grab below of what we get. Wont even let me proceed anyway and dismiss the warnings

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Fri, 12 Jun 2026 08:08:51 GMT

@ianlock You are still clear on my network connection so you know. Posted pictures are not instant, have to be checked approved and then cleared for general viewing, will take the look see when it becomes available.

When you get time can you say what EE Hub you are using for the Home Internet BB connection. Current ones are all below linked.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: False Positive Block on my wife's business website by Advanced Web Protect

ianlock — Fri, 12 Jun 2026 08:34:10 GMT

@JimM11 I have the latest Smart Hub 7 Pro with 2 of the latest extenders. All security is currently turned off. But having it on or off makes no difference. Tested that last night.

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Fri, 12 Jun 2026 08:34:36 GMT

@ianlock Have linked the EE help if that guides in any way.

Set up and use Web Protect and Advanced Web Protect | Broadband Help | EE

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Fri, 12 Jun 2026 08:53:18 GMT

@ianlock That is one off the units that got a FW update as linked below, now not saying this is the issue and whatever was causing all the Customer headaches with it has now been found, so you should take a look and see what you have. Your picture has not been cleared yet.

FW: r4.28.1-R-1882725-PROD-1 and the gui is at App Version is 3.14.5 31/05/2026 Stability Problem

It may be a pain now, but have you tried the EE Pro hub off, see if it gets a new wan IP just incase it's purely local to you IP wise. Not sure how sticky the Pro is on the wan, www.whatismyipaddress.com will show your current, 5 minutes may be enough time, if not an hour or so should kick it away.

Will look similar to this below.

When if approved for general viewing

Re: False Positive Block on my wife's business website by Advanced Web Protect

Schockwave — Fri, 12 Jun 2026 11:06:28 GMT

@ianlock , I got the website to load up, but get a notification from Nortons as well, but can still use the page, just a warning is what I get, this is with EE’s Nortons app, just to let you know, it just shows up at the top and disappears, but still can see the website and use it, this is using wifi.

Re: False Positive Block on my wife's business website by Advanced Web Protect

JimM11 — Fri, 12 Jun 2026 11:27:28 GMT

@ianlock Your posted picture has now been cleared, nice of EE/BT, as @Schockwave is getting through and past the warning you need to look your end. Do you have any Anti Virus protect also your end?

Spotted on your page displayed site is https:// and not http://, using microsoft edge if does not allow the http and flips it https, not going to mess with my system this end...

Re: False Positive Block on my wife's business website by Advanced Web Protect

Northerner — Fri, 12 Jun 2026 11:46:46 GMT

EE Advanced Web Protect analysis of https://www.annabellesmithwellnesscoach.com/

This is a legitimate, established UK wellness coaching business based in Braintree, Essex. Annabelle Smith offers nutrition coaching, personal training, NLP (Neuro-Linguistic Programming), meal plans, DNA testing, and weight loss programmes. She has over 10 years of experience, proper qualifications (NVQ Level 3 in nutrition/personal training, Master NLP Practitioner), insurance, a physical local presence, client testimonials, and active profiles on Facebook, Instagram, LinkedIn, plus Google reviews. No malware, suspicious scripts, fake checkouts, or phishing elements on the site.ec45cb

Core issues likely triggering the block (consistent pattern)

Low-to-moderate domain reputation — While the coach has years in business, the specific site may have limited broad web authority signals that EE’s AI uses for quick risk scoring.

Wellness/health coaching category — Services involving weight loss, supplements/DNA testing, nutrition advice, and emotional eating sit in a space where automated filters often flag higher risk due to prevalent online scams in unregulated wellness products and services.

Small independent operator profile — Typical for solo UK practitioners: clean Shopify-style site with good testimonials but without massive enterprise-level trust badges that EE prioritises on the homepage.

E-commerce + service booking elements — Digital products (meal plans) and consultation sign-ups trigger conservative heuristics even when fully above board.

No actual security threats present. This matches the exact false-positive behaviour seen with the previous two legitimate small UK artisan/wellness sites.

Resolution steps (same reliable approach)

Temporarily disable Advanced Web Protect in the EE app (Manage > Broadband).

Contact EE support, provide the domain, and note it’s a verified local Essex business with real client feedback and professional qualifications.

Use VPN or mobile data as a quick workaround.

All three sites you’ve checked follow the same low-profile UK small business profile that EE’s system over-blocks. Let me know if you want checks on more or specific support wording.

Re: False Positive Block on my wife's business website by Advanced Web Protect

Schockwave — Fri, 12 Jun 2026 12:02:14 GMT

@Northerner , I am using VPN, so would have to disable it, as it is Norton’s from EE, have done this in the past when I get fed up with notices, not the best idea, I admit, but there we are.