Spectrum Security Shield Incorrectly Blocking Customers From My Business Website

kcbeelady
kcbeelady Posts: 4 Novice
edited October 19 in Connectivity

I am the owner of KC Bee Lady (www.kcbeelady.com), an established Missouri business that has been operating for nearly 11 years.

Spectrum Security Shield is displaying a "Suspicious Site Blocked" warning to customers attempting to access my website.

To be absolutely clear, I am NOT reporting that I personally cannot access my website. I am reporting that Spectrum customers are being blocked from accessing my business website.

I have a screenshot from a customer showing Spectrum's actual Security Shield warning.

I submitted a formal website unblock request, case #106456585. Spectrum responded that my website was not blocked and should be accessible from my browser. This response does not address the problem affecting other Spectrum customers.

My website is hosted by Squarespace, has an active SSL certificate, and Google Safe Browsing reports no unsafe content. I have also submitted a false-positive classification dispute to alphaMountain.ai.

I have attempted to resolve this through Spectrum's reporting system, customer support, and chat without success.

I am requesting that a Spectrum moderator escalate this issue to the team responsible for Security Shield website classifications and investigate why customers are receiving this warning.

How can I get this issue reviewed by someone who can actually correct the classification and prevent Spectrum customers from being blocked?

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  • kcbeelady
    kcbeelady Posts: 4 Novice

    I want to clarify something because my previous discussion was closed without resolving the issue.

    This is NOT about me being unable to access my own website. This is about Spectrum blocking its customers from accessing my business website, kcbeelady.com.

    I have already submitted the requested form to have the website reviewed and unblocked. The problem has not been resolved.

    My website is a legitimate beekeeping business website. Potential customers who use Spectrum Internet may be unable to access it because of Spectrum's Security Shield.

    I need someone at Spectrum to explain:

    1. Why is my website being flagged and blocked?
    2. Why hasn't the issue been resolved after submitting the required form?
    3. How can this be escalated to the department responsible for Security Shield so Spectrum customers can access my website?

    Please do not direct me back to the same unblock request form. I have already completed that process.

    I am asking Spectrum to investigate and correct the blocking of my business website, not troubleshoot my personal internet connection.

    Please leave this discussion open until the issue has been addressed.

  • kcbeelady
    kcbeelady Posts: 4 Novice

    I have now checked kcbeelady.com through Google Safe Browsing and VirusTotal, and both show clean results.

    I have also reviewed the domain's official WHOIS registration information, which shows no issues.

    I am requesting that an actual Spectrum representative investigate why Security Shield is blocking my legitimate business website from Spectrum customers.

    I have already submitted the unblock request form. Please escalate this issue rather than directing me to repeat steps I've already completed.

  • James_M
    James_M Posts: 5,677 ✅ Verified Employee Moderator

    The site appears to be unblocked. Spectrum customers can turn off Security Shield to access, if they are still seeing a blocked message. There is no escalation path for an unblocked website. If your customers are still reporting an issue, then you will want to reach out to the web host for further investigation.

  • kcbeelady
    kcbeelady Posts: 4 Novice

    Thank you for responding. Can you please confirm whether kcbeelady.com has actually been removed from Spectrum's Security Shield blocklist?

    My concern is not whether customers can bypass the warning by disabling Security Shield. My concern is that potential customers should be able to access my legitimate business website without changing their security settings.

    If Spectrum has corrected the classification, I would appreciate confirmation so I can verify that the issue has been resolved.

  • James_M
    James_M Posts: 5,677 ✅ Verified Employee Moderator

    I am not seeing it blocked on the Spectrum Network.

  • RAIST515O
    RAIST515O Posts: 355 Contributor
    edited October 19

    Even after being corrected, could be getting a "bad" cached result. IDK how long the propogation time is on the system for serving the updated records, but there could also be a delay locally with browsers/devices refreshing their caches.

  • Unknown
    Unknown
    edited October 19
    This content has been removed.
  • HT_Greenfield
    HT_Greenfield Posts: 1,440 Contributor

    I think the catch was basically what RAIST most recently alluded to as CLOUDFLARE RADAR shows seven certificates issued just before midnight UTC i.e. just under 25 hours ago.

    🔗 https://radar.cloudflare.com/scan/a057e4ef-3c58-48dc-b02b-2d6a3d8ade45/security#certificates ☘️

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