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New Contributor

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3 Messages

Tue, Aug 2, 2022 10:18 PM

Legitimate Domain Blocked By Comcast Security Edge

Hello,

I contacted Support earlier today and the rep said he opened a ticket to Teir 2 support for investigation. I have the ticket number and IP Address of sophosacademics.com/ domain too if needed in a Private Message. 

So the summary of the problem is this:

Comcast Internet users cannot access sophosacademics.com 

The access problem is only with Comcast Internet- So I am asking Comcast to allow full access to sophosacademics.com domain and IP Address. Comcast Reps are also unable to access domain and IP from their locations either via Comcast broadband. 

For the record:

I am one of the sophosacademics.com/ (104.17.127.5) admins. Comcast mistakenly blocked a legit business that helps children and their parents with academic tutoring, and speech therapy.  

We have talked on the phone with Comcast support, and filed two trouble tickets and still cannot access the site from our network. Please help get our domain unblocked.

Official Employee

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412 Messages

8 d ago

Hi there @user_4be024, I'm sorry to hear that our security features are being a bit overzealous with your domain! 

 

If there has been a ticket opened today, that's definitely a good start!

 

Another option would be to report the incorrectly blocked website here: https://spa.xfinity.com/advanced-security?faq=report-website-blocked

You mentioned Security Edge, which would be a security service for business, but it sounds like it's being blocked for residential customers? If so, that link should be the right place to get this resolved. 

 

 

(edited)

New Contributor

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3 Messages

8 d ago

Official Employee

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412 Messages

I appreciate that!

 

I just tried on both my work computer and my cell phone and was able to reach the domain without any trouble. Are you still receiving reports that clients that are on Xfinity are not able to reach it? 

New Contributor

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3 Messages

We are unable to reach it from our office, and are concerned the client cannot reach it from their tutoring and speech therapy center.

Official Employee

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412 Messages

I can definitely understand that concern!

 

I had a colleague attempt to reach the site as well, and they were successful. Is it possible that there may be a firewall or security setting that has changed at the office or the center?