Sky Blocking Access To My Website

[SkyBlocked2024]

Hello,

I am facing a problem in which Sky customers are unable to access my website: (removed)

Many of my website users are able to access the site except all of those who cannot have reported being Sky customers. It seems Sky or Sky Shield has flagged the website for some reason. I believe this began happening on Friday.

The error message they are shown is: ERR_SSL_PROTOCOL_ERROR. The SSL certificate has been checked and it is all fine.

Steps I have taken are:

- Reviewing this forum. I have found one thread in which similar occured however there was no resolution from the original poster.

- Checked with hosting provider who advised no server issues, malware and SSL cert installed correctly.

- Found an email address sky email address to explain situation but have no idea if this is the right thing to do or the right email address.

I am not sure how to proceed and I am feeling very desperate to get this sorted. My website is service focused and currently there is a high percentage of users (Sky Customers) who cannot access their service. I would appreciate any advice/who I can contact/technical support from the community to help resolve this matter and allow my users and customers to access the website.

Many thanks

Moderator note: Removed third party link.

[mae-3]

@SkyBlocked2024 

Sky uses a third party to classify websites to get the website reclassified see this link https://www.sky.com/help/articles/sky-broadband-shield-sites-not-filtering-correctly which has an email address to send the information about the website and classification.

[SkyBlocked2024]

Hello Amanda.

I recall this was very stressful at the time but Sky did respond quite quickly and it was resolved.

I emailed mysky @ BSkyB .com and explained the situation and it was resolved.

Hope you feel it sorted.

[SkyBlocked2024]

Here is the email thread. By the time I received the response it was working.

Hi *****

Case reference: *****

Our content provider has completed their review of the website. I have checked the site on all age restriction settings on Sky Broadband Shield and can access the site without any issues.

Please confirm this has resolved your issue by responding to this email.

Kind regards,

Melville

Customer Priority Specialist

Previous Reply Follows: -----------------------

Hi ******,

Case reference: ******

Thanks for getting in touch.

We have passed the details of the website to our content provider to ensure that the correct category is assigned to the site.

Should there be any Sky Broadband Shield users having problems accessing the site, they can either change the age restriction level or alternatively they can add your site to the allowed websites list which allows access to this site even if the category is restricted.

Once we have a reply from our content provider then we will be back in touch. However, if you have any further questions or concerns, please get back in touch, you can contact us directly by responding to this email.

Kind regards,

Stuart

Customer Priority Specialist

Original Message Follows: ------------------------

From: ******

To: mysky @ BSkyB. Com

Subject: Sky Shield Block

Date: 26 February 2024 12:09:53 GMT

Hello,

I am not sure if I am contacting the right department here as I could find no appropriate email address for my query. Please can you kindly forward to somebody who can assist with this.

I am the admin of website *****

I have a number of Sky users reporting they are unable to access the site. It seems to be affecting Sky customers only. Most users see the following error message: ERR_SSL_PROTOCOL_ERROR

However, one user had a message advising Sky Shield had the site blocked due to malware and phishing.

I have performed a full virus scan of the website and it is clear. I believe Sky Shield has thrown up a false positive here which is blocking access to Sky customers to my website. Unfortunately, this is severely affecting our business operations. 

Please can I ask for your team to rescan the website and ensure there is no unnecessary block on the site as well as providing an update that this has been done.

Many thanks

*******