Help! our business website is being blocked by EE's security/threat detection

[ForeverFoundry]

I'm following up on my earlier report that my business website, foreverfoundry.com, can't be reached from EE connections. It still isn't resolved after 30 days and its hurting my business, so please escalate this to your network or second-line team.

The screenshot shows the block clearly. My domain's TLS connection is cut off partway through the handshake (tlsv1 alert protocol version). Meanwhile the Netlify address for the same site, on the same server IP, returns 200. That means something on the network is filtering on the domain name, not the server. EE's content filters (Content Lock / Web Protect) work this way.

Testing shows the block is on EE's network, not with my hosting:

• DNS is correct. www.foreverfoundry.com resolves to my host, Netlify (35.157.26.135 / 63.176.8.218), and foreverfoundry.com resolves to 75.2.60.5.
• The server is reachable. On EE, the same server at the same IP returns HTTP 200 when I use its Netlify address (velvety-maamoul-32ebc4.netlify.app).
• Only my domain name is blocked. When I connect to that same IP using www.foreverfoundry.com, the secure connection is terminated during the TLS handshake with: LibreSSL error:1404B42E: tlsv1 alert protocol version. The root domain also fails (no response, HTTP 000).
• The site works off EE. It loads normally with a valid Let's Encrypt certificate, which suggests the domain has been misclassified by an EE content filter (e.g. Content Lock / Web Protect / Kids Safe).

The behaviour matches name-based (SNI) filtering on EE's network. I've ruled out issues on my side: I flushed the DNS cache, checked my hosts file, and tested multiple times.

Could you please:

1. Check whether foreverfoundry.com or www.foreverfoundry.com is categorised or blocked by any EE filtering service, and remove or recategorise it. It is a legitimate business website.
2. Confirm once the change has been made, and give me a timeframe.
3. If first-line support can't action this, pass it to the team that manages EE's network filtering.

This is affecting my business, as customers on EE can't reach my site. I can provide full terminal output or run further tests if that helps.

This suggests a network-level block or interception that the recategorisation didn't clear. Please escalate to the team that manages network blocking and confirm the domain has been removed from every block list,

[XRaySpeX]

1. What earlier report you say you are following up?
2. What screenshot? You provide none.
3. What EE connections, mobile or BB? I can reach your site over my EE BB.
4. This peer user discussion group is not the correct platform for escalating faults in EE systems for EE to fix nor for making demands upon EE. You still need to report it to CS.

[ForeverFoundry]

Sorry here is the screenshot. I have reported this to [email protected] multiple times.

This is only on BB people can access on Mob.

Its good news that you can access but odd - we have many reports of no access??

[ForeverFoundry]

please can i ask you do advise on which forum to post - i have called EE many times and just passed around on endless loop between call centres.

I see previous posts from other business about this on this forum and they have been fixed ?

[ForeverFoundry]

Here is an example of another company who posted here and got a solution https://community.ee.co.uk/t5/Security/Help-our-business-website-is-being-blocked-by-EE-s-security/t...

[XRaySpeX]

What is the name of the EE BB plans that the users reporting this are on including its speed? Do they have parental controls in operation?

[ForeverFoundry]

Thx - we even have this issue on our home BB and have turned off Parental Controls. The important discovery was that the problem appeared to be EE/BT Web Threat Protect, rather than the router's parental controls.

1. The website appeared to be blocked by EE's network-level security filtering.

2. Turning off standard parental controls didnt resolve.

[Peter_W]

Thanks for taking the time to flag this with us, @ForeverFoundry 

A few of us on the team have had a check around this, and whilst most can access it with no issue via EE and BT broadband, there are a few guys noticing the same issues you have reported here. 

I'll go ahead and get this highlighted with the relevant team at our end.

If I get any updates or need any further details, I'll be sure to let you know, too.

Peter