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Website blocked by EE Advanced Web Protect - false positive

Propsoftware
Investigator
Investigator

Hello all,

One of our customers is on EE/BT broadband and is using the EE Advanced Web Protect product, but unfortunately it is blocking access to our updates server on http://86.12.154.87

When used interactively, the user can click the option to proceed, but when it's an automated check that's looking for updates, the response is replaced by a 'Could be a scam'  response, e.g.

08/06/2026 11:30:33 About to check website: http://86.12.154.87/support/misc/mostrecent.php?f=common/exe/CarlvX_CarlCloud&cl=0&m=CarlvX_CarlClou...
08/06/2026 11:30:33 Received reply: <!doctype html>
<html lang="en">
<head>
<meta name="referrer" content="unsafe-url">
<meta charset="utf-8">
<meta http-equiv="x-ua-compatible" content="ie=edge">
<title>Warning: this could be a scam</title>

...

 

Can anyone tell us how to get the 86.12.154.87 server 'whitelisted' please?
The client would prefer NOT to turn off the Advanced Web Protect totally.

Thanks!

8 REPLIES 8
Northerner
EE Community Star
EE Community Star

Hi @Propsoftware 

What is the website.

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

> What is the website.

 

The base URL is http://86.12.154.87

 

An example of Advanced Web Protect blocking it is when visiting this:
86.12.154.87/support/misc/mostrecent.php?f=common/exe/CarlvX_CarlCloud&cl=0&m=CarlvX_CarlCloud*.exe&...

which should reply, in plain text:

1.0.0.72|730c0e2f2275c4a4919e847a3e42d529|http://86.12.154.87/support/common/exe/CarlvX_CarlCloud/CarlvX_CarlCloud_1.0.0.72.exe||none|

But instead, the Web Protect replaces the reply from the server with a replacement page titled "Warning: this could be a scam" which of course the calling application cannot understand.

Cheers!


@Propsoftware wrote:

The base URL is http://86.12.154.87!




Doesn't feel like a website. It responds with:

09/06/2026 14:12:38

Hello YourIP

Good news, YourIP  is NOT blacklisted by this server (86.12.154.87).


Is that right?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Yes, it's a simple webserver that hosts the EXE updates for our C.A.R.L. software.

If you visit the base address, it just checks that your IP isn't blocked.

But it also executes simple scripts to tell the calling *program* (not a human) whether there's a newer version of itself available to self-update from.

It's this that is being blocked by the EE Advanced Web Protection, so the customer needs a way of allowing all URLs on that IP though without interference from the EE product.

The only alternative I can think of is to disable Advanced Web Protection, which of course the customer isn't keen on as it performs a valid safety net for regular browsing.

 

Propsoftware
Investigator
Investigator

Does anyone have a solution to this?

Or is there a support email address for EE where I can send the question to please?

EE provides no eMail contact. You'll need to phone CS.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

> EE provides no eMail contact. You'll need to phone CS.

Great theory, but I'm not a customer - my customer is, and they're not techie enough to explain the issue.
I think I'll just have to go with disabling the EE "Advanced Web Protect" product as it's effectively unsupported, or recommend that they switch to a better ISP that can support their offerings - shame really, as it seems a decent product.

Thanks for trying to help XRaySpex, just unfortunate that EE themselves aren't as helpful.

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP