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Jeff_SATX
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New Member

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11 Messages

Tue, Sep 21, 2021 2:49 PM

Our website is currently being blocked by AT&T, who do we contact at AT&T to have the block removed?

I am not an AT&T customer, but we have narrowed down the issue to only users that are currently subscribed to AT&T internet.   We have checked all of the blacklist sites and can confirm that our website is not listed on any of them.  When our users turn off their AT&T Website security the site loads fine.   This has been confirmed with multiple users in different states being able to replicate.   Is their a specific number or email address we can send a request to for them to verify our site?

update - I have called the AT&T main line 800-288-2020 to try and resolve the issue.   So far this is how the call has gone

  • First rep heard me out and said it was a tech support issue and transferred me
  • Second rep from tech support heard me out and said it was a separate department and transferred me
  • Third rep heard me out and has said they previously connected me to the wrong tech support dept and transferred me back to tech support
  • Fourth rep heard me out and said that she was actually billing also and wouldnt be able to help.

After about 45 minutes on the phone I was no closer than when I started and requested that they please find the right department and then call me back.  Based off the customer service I received so far I do not have much hope on that happening. 

Hopefully someone on the forum has had better luck or can provide more guidance.

Jeff_SATX

New Member

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11 Messages

1年前

ATTHelp

Community Support

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195.7K Messages

1年前

Hey @Jeff_SATX, we understand that you're needing information on who to contact to get website block removed. We're here to help point you in the right direction.

 

What you could do here is try reaching out to our postmaster team to get help with getting website block removed.

 

AT&T usually doesn't block webpages.

  • Have you check to make sure that all website certificates or up to date?

Please let us know what happens.

 

Charles, AT&T Community Specialist

Jeff_SATX

New Member

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11 Messages

1年前

We can definitely confirm that it is the AT&T security protection that is causing the issue.  We have hundreds of users that access the community site on a daily basis and the only ones with issues are using AT&T.  We can also verify that when they disable the AT&T security protection the website comes right up.

I will contact the postmaster and see if they can assist.

Thank you

ATTHelp

Community Support

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195.7K Messages

1年前

Hey @Jeff_SATX.

 

Yeah there could be something that's not correct with the website certificates. What you may want to do is check to make sure that everything checks out.

 

As stated before AT&T usually doesn't block websites, but there could be something that's causing a security error which is causing the system to see the site as un-safe.

 

Please let us know how that goes. Thank you for choosing AT&T.

 

Charles, AT&T Community Specialist 

Jeff_SATX

New Member

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11 Messages

1年前

I can confirm that the certificates are all up to date and active.   I think we have narrowed down the problem, but would need the postmaster to confirm.  The site we use is a community site hosted by Circle.so (An American Company) .   The top level domain .SO is the country code for Somalia, which I believe AT&T is marking as not safe due to the country code.

 A lot of tech companies like Notion and Circle have switched to using top level domains from countries like Somalia to stand out and to have simplified URLs if the .com and .net versions are taken.  I have sent the email to the postmaster with our specific URLs that are affected and hopefully this is an easy fix on the support side.

Thank you,

Jeff

Jeff_SATX

New Member

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11 Messages

1年前

I was able to get our customer to send us a screenshot.  Here is the warning that comes up, when they access the site with AT&T security turned on.

ATTHelp

Community Support

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195.7K Messages

1年前

Hi, @Jeff_SATX.

 

We suggest including that in your message to the Postmaster. They'll be able to figure out a solution for you.

 

Thanks for contacting the community forums team.

 

Aminah, AT&T Community Specialist

Jeff_SATX

New Member

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11 Messages

1年前

@ATTHelp  Do you know if the response time of 24-48 hours is still accurate?  We received an auto-reply from the postmaster email address that said it should be reviewed and corrected within 24-48 hours, but have not heard anything since then and are coming up on 48 hours.      

ATTHelp

Community Support

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195.7K Messages

1年前

@Jeff_SATX

 

The time of 24 to 48 hours is an estimate, but it may take longer for them to reach back out to you depending on their queue size. We appreciate your patience.

 

Donovan, AT&T Community Specialist

Jeff_SATX

New Member

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11 Messages

1年前

Is there a way to elevate this request to someone senior in the abuse department?  We finally received an email back from the postmaster and they completely ignored the initial question and gave me a canned response asking for the IP address of the email server.    I have sent back the same response showing the screenshot and advising them that it was not an email issue, but a URL issue.   Since the email reply went to the same general email address I am afraid it has reset me back to the 72 hour response time.  

ATTHelp

Community Support

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195.7K Messages

1年前

@Jeff_SATX.

 

 

As @Donovan mentioned, the estimate time for reply is about 24 to 48 hours. It may take longer for them to reply to your recently sent email depending on their queue size. We advice to please be patient and wait for the reply and we appreciate your patience.

 

 

Thank you for reaching out to the AT&T Community Forums Team. 

 

 

Donovan, AT&T Community Specialist

Jeff_SATX

New Member

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11 Messages

1年前

As I also mentioned, we did receive the reply.  The reply was to ignore my email about our domain being blocked and they sent a canned response about emails being blocked and needing our IP address.  When I replied to them I received a secondary canned response saying it would be another 24-48 hours.    Our next step if this is not resolved is to advise our hundreds of clients that they should move to a different internet provider as AT&T is limiting their access to the product they pay for.   We are trying to work with you, but your customer service is severely lacking.

Jeff_SATX

New Member

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11 Messages

10分前

@ATTHelp Please provide guidance on how to have my issue elevated to a supervisor.  I have finally heard back from someone at the postmaster line you recommended and this is their response;

"We have been unable to locate the owner for this tool internally at this time to create a global level site exception" 

The only solution they have provided is to do this on an individual user basis, which is not practical and prevents new companies from finding or contacting us.  No other blacklist site or ISP is having this issue which means it falls on AT&T to either fix or provide assistance.

ATTHelp

Community Support

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195.7K Messages

10分前

We're here to help point you in the right direction, @Jeff_SATX.

 

You will have to reach out to our connect tech team at 866.294.3464 for further assistance with this. Let us know if you have any other questions or concerns. 

 

Thank you for contacting the AT&T Community Forums Team. 

 

Elmi, AT&T Community Specialist.

New Member

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3 Messages

4分前

I have had the same problem and its only with AT&T I literally cant see my own site because I Have then as a provider. People with other services like Comcast etc have no problem. Its been several months for me and no one can help. Its costing my business a fortune!

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