Fuse Energy app and website blocked by router

[Austel]

My energy supplier Fuseenergy.com has suddenly started to be blocked and flagged as unsafe. It was ok last week and continues to be accessible if I turn of Wi-Fi settings and just use my mobile. 
I have found I can allow access for one hour, but can I set the Fuse website and app to be permissible permanently again?

new Wi-Fi 7 router. 

thanks 

[JimM11]

@Austel Have a look at your EE Hub parental controls, no issue getting to the site on vodafone connection for sure...

Fuse Energy

[Ali_A]

Hi @Austel 

Thanks for bringing this to our attention. 

We've tested the webpage of your energy supplier and we've not faced any issues in accessing the webpage through EE Broadband, or EE Mobile data. 
Have you tried through any other device connected to your WIFI, or only the mobile? 

Is there anything else you can tell us which may help us identify what is the cause of error you're seeing? 

Ali 

[Austel]

Thanks. If I turn off web protection I get access and if I allow access I briefly get access 

however when logging onto my partners iPad, I can get access to fuse energy straight away. 

Ive not set parental controls or groups so can only think a threat on my device has triggered a block at the router . 
I don’t want to turn off web protection so can I set fuse energy as an allowed site permanently?

[Ali_A]

Thanks for the details @Austel 

I wouldn't have thought there would be a reason to have restricted access to a utility company, and I completely understand you'll not want to switch off protection. 
I've passed this on to our team to investigate. Once I have any further information I'll be in touch. 

Ali 

[Neil0]

I have exactly the same issue. Fuse are aware of the issue with access to their website/app via EE and tell me they are investigating. 

[Ali_A · Accepted solution]

Hi @Austel 

Further to the request raised, this has now been fully investigated by our suppliers.

The team have completed the necessary checks and can confirm that the website https://www.fuseenergy.com/ is already correctly categorised as "Green Solutions & Conservation".
 

We can also confirm that the website is not blocked on the BT/EE ISP network. Testing has been carried out and the site loads successfully on both a BT home broadband connection and a mobile network connection.

Based on the checks completed, there does not appear to be any BT Parental Controls or categorisation issue affecting access to this website.

Help link - BT Parental Controls - Keep Your Family Safe Online | BT Help 

Ali 

[Austel]

Thank your Ali, you team replied with this a few days ago, seems it has been solved and was an AI glitch;

“It appears that on the 15th of July the third party that EE/BT/Sky use to classify business domains for their security hub rulesets may have scraped some sites and mistakenly reclassified them due to keywords that appear on web pages.

This is the only conclusion that I can come to with the outcome and replies I have also had directly from BT.

I assume they may have used some sort of AI tooling to scrape sites, whilst this is a great thing to keep users safe these edge cases are often not considered in rollout of these things.

Looking at other posts and forums it seems to be quite widespread.

Hopefully with your post they will be able to apply the same fix to the site for your energy supplier and also feedback the volume of cases to the third party that provides the site classifications with it having a negative effect on so many of their users.”

Richard

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Ali_A]

Thanks for the update @Austel 

Great to hear it's now resolved! 

Ali 

[XRaySpeX]

Pure speculation! There is no evidence that any fix was ever needed for your energy supplier's site.