SecurityEdge false positive - site blocked as "Malware / Infected page," - no Tier 2 contact

Thank you, Melinda.

Update, Monday 9/14: Comcast closed [Edited: "Personal Information"] this afternoon by disabling SecurityEdge on our account, which I specifically declined when I opened the ticket. That fixes nothing. The domain is still classified Malware in the SecurityEdge feed and every other Comcast Business customer with SecurityEdge stays blocked. I have asked for the ticket to be reopened and the feature restored. I still need someone who can get the classification corrected at the source, or get Comcast to escalate Akamai case F-CS-11865257. When I called they didn't reopen the ticket, but they did open a new one. However, the person I talked to at the Care team (800-391-3000) said all she could do was turn my SecurityEdge on and off and when it was turned off that she could see that I could then access the website, which was not helpful. I tried to explain what my concern was, and how the issue was a misclassification of a website, and she said she "had never heard of that before". The representative did not tell me the new ticket number.

I then tried to call the CSA team today at (888-565-4329) with the details above. I was routed through the same department as when I called the number above, and I was able to get a representative to route me to the CSA team who again worked through my account SecurityEdge settings and not reclassifying the website.

Can you please DM me so we can set up a call to fix this? Or, call the number I gave with the Comcast ticket above ([Edited: "Personal Information"]).

Thank you,

[Edited: "Personal Information"]

Scallop Bay Marina

Comcast_EmilyB, thank you for following up.

When I called the CSA team on the 14th, no ticket was opened for the reclassification. The representative worked through the SecurityEdge settings on my account instead. The site is still blocked at my location this morning (ERR_SSL_PROTOCOL_ERROR on both scallopbayshellfish.com and data.scallopbayshellfish.com), and the Domain Lookup in the SecurityEdge portal still shows the domain as category Malware. I also found Web Filter Protection switched off on my account, which I did not request and am turning back on. A change to my own account settings does nothing for any other Comcast Business customer who is blocked from our website, which is why I keep declining that route.

All of my tickets so far were opened by phone, CR275574406 (closed 9/14 after SecurityEdge was disabled on the account, since reversed), CR276084099 (sent to a Tier 3 queue) and CR276094995 (opened by David Zidek in Business Services on 9/14, no contact since). If there is an online form for reporting a wrongly classified site, please point me to it and I will file it today. There is also an Akamai case, F-CS-11865257, which Akamai will not discuss with me directly because I am not their customer.

What I am asking for is a source-level reclassification of scallopbayshellfish.com in the SecurityEdge feed, not a change to my account settings. Please DM me and I will provide the account details so CSA can open that request. Every public reputation service that had flagged the domain has since reviewed and cleared it, and Google Safe Browsing rates it clean.

Comcast_EmilyB, I followed your link. It goes to the Xfinity CyberSecure article and the spa.xfinity.com report form, which is the residential route. I filed that form on September 5 for www.scallopbayshellfish.com and on September 7 for data.scallopbayshellfish.com. The first came back "escalated" and the second came back "review complete, no Advanced Security block," and the CyberSecure URL checker on that page says there is no block on either address today. The Business SecurityEdge portal on my account still lists scallopbayshellfish.com as category Malware, and the site is still blocked at my location this morning, so the entry lives in the Business SecurityEdge policy list, which the residential form does not reach. That is the gap I need help with. Could you DM me so CSA or the SecurityEdge team can open a reclassification request on the Business side?

@user_286c84 Being that this is a business account you may want to check with Akamai to see if anything is being reported as spam or on their malware list. See if they have flagged your IP address or domain. If flagged by Akamai, you will need to submit a challenge directly through Akamai's Client Reputation Portal to get removed from their global block list. This should help Security Edge recognize your site as clean and remove the block. Otherwise, the only options are to call CSA or file on their website to get the block removed.

Based on what other customers have said, the best solution is to:

a) get the customer support team to escalate to the Customer Security Assurance (CSA ) team.
b) get the Customer Security Assurance (CSA) support team to contact Akamai, a 3rd party vendor, who hosts the Security Edge, and have Akamai whitelist the domain name.

CSA Direct Phone number: 888-565-4329 - I think if you call this number you will save yourself lots of time.

Note once we got to someone who understood the problem, our issue was solved within 2 days.

@Comcast_EmilyB​ Comcast_EmilyB, I appreciate it, but I have already made that call. On the 14th I reached CSA at 888-565-4329, gave them the Akamai case number, and asked them to work with Akamai on it. The representative changed my account's SecurityEdge settings instead and did not open a ticket or contact Akamai, and the earlier ticket [Edited: "Personal Information"] was closed the same way, by turning SecurityEdge off on the account. Another call into the general queue will land on the same script. What worked for the weatherboard.net poster on this board in June was one of your colleagues opening a Direct Message, authenticating the account, and escalating internally, after which the classification cleared within about 72 hours. Could you do the same here? I will answer the DM right away with the account details. The request to carry inward is a feed-level clearing of scallopbayshellfish.com in SecurityEdge, tied to Akamai case [Edited: "Personal Information"] and Comcast ticket [Edited: "Personal Information"], which David [Edited: "Personal Information"] in Business Services opened on the 14th and which has not been worked.

@user_286c84 we do not have a direct contact with CSA but are happy to research that prior case and search for a solution. 

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