AT&T Blocking our business website

I was really excited about the reply above, but I have been in a chat now for over two hours and I am giving up (initial chat started by the AT&T employee above, asked me for info about our site which I provided, then they never replied in the chat again for past several hours.) I'm sitting at my screen glued to a chat box for hours, afraid to even step away to use the restroom. Does anyone have any other ways to contact AT&T about this? Our phone is ringing off the hook today with customers who cannot access our website, all who use AT&T internet. Losing my mind.

I had to disable "AT&T ActiveArmor" in order to get to my website.  But now I need to figure out how to get the site onto the whitelist they're using so it can be reached by AT&T ActiveArmor users.

Hi @Max_Quark,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Viktor
AT&T Business Social Media

Hi @pgriffiths,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Viktor
AT&T Business Social Media

@Max_Quark  did you ever make any progress finding out how to do this? I am not going into another "Direct Message" on this--I've done it too many times with different "AT&T employees" here and it goes nowhere. Our clients who use AT&T STILL cannot get on our website. I've spent a tremendous number of hours on this. It is so bad that we are internally considering rebuilding our website with a different domain just to get our customers back online with us. Just ridiculous.

I got the same response, spent time going back and forth in a direct message and made NO progress. Was just told the engineers say it isn't being blocked, but it absolutely is. We have many open tickets with our customers on this, and getting no support or help from AT&T. To say we are frustrated is an understatement. Our application is hosted in Microsoft's Azure cloud platform, which passes every security scan, etc. Our domain is not blacklisted - we have tried everything we can think of and get no help. 

Hi @mbitzegaio,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Shad
AT&T Business Social Media

@mbtzegaio its terrible. We get the same response, "It is not blocked". Which is just ridiculous because we have hundreds of customers this is a problem for, and every time AT&T tells us it is fixed, we call a big sample of them and every one of them tells us it is still blocked. Then we call back AT&T and get told by AT&T to tell the customers to turn something off-some kind of security armor thing. No clue what they are talking about, but the practicality of getting all of our customers to turn something off on their end, plus all the potential customers we DON'T know about who we obviously cannot communicate with-it's just an incredibly ridiculous thing to suggest. Today I am starting the process of rebuilding our website from scratch on a new domain. An expensive, time consuming process. I will never, ever, ever use AT&T for any personal or business use again.

Hi Mathew-My name is Laura, and I'm with the business team. Your issues were just sent over to me for further assistance. I'm more than happy to help you. I tried calling you with no answer. I left you a detailed message. I will need to set up a time this week to gather more details. If you have any screenshots of the error that your customers (AT&T customers) are getting when trying to access your website that would be very helpful. Thank you -Laura S.

Hello Lisa,

We did hear back from my team, and they are able to access the site across multiple services without issue. Since we’re unable to reproduce the problem, we need further information to locate the trouble. What services are you experiencing the issue on, is Active Armor turned on, and what kind of error messages are you seeing when you try to access the site? Without some indication of where the problem is occurring, there is nothing further we can do.

Lisa
AT&T Business Social Media

Lisa, as I have stated many times to many AT&T employees via phone and chat, it is not me personally with the issue accessing our site. We do not have AT&T for internet at the office and the page opens fine (for us and our customers who have any provider for internet except AT&T). It is tons of our clients who cannot access our site. All of whom use AT&T. They get various messages including "Spam Page Blocked for Your Protection" or similar. No one has a clue what Active Armor is, and asking individual customers about their individual setups is not feasible or logical as a solution. I have provided massive amounts of information to AT&T about this issue over two months to explain where the problem is occurring. Going in circles.

Lisa, the other very common message is "Site cannot be reached. Connection was reset." 

Lisa, I heard back from my team.

Your site s site has been unblocked for the last 10 days. If you are still being blocked we will need more information.

We can reach them across all our services without issue. Bitdefender is not blocking them. ActiveArmor is not blocking them since the 20th. There’s nothing further to try unless you can give us something to focus on.

Lisa
AT&T Business Social Media

Hello Lisa, I called and left you a message about the findings. If your site is still being blocked we will need additional information. I will leave the case open for 24 hrs.

Lisa
AT&T Business Social Media