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Security Shield blocking our 16-year-old business domain — false positive, recategorization request

mrsfexer05
mrsfexer05 Posts: 1 Rookie
edited August 30 in Connectivity

Hi — Security Shield is blocking multiple hostnames on our company domain, affecting both our employees and our customers.

We're a US dental billing company. The blocked hosts are internal staff tools and client-facing portals used by dental practices across the country. Anyone on Spectrum with Security Shield enabled — which is on by default with Advanced Home WiFi — can't reach them. Over HTTPS they get ERR_SSL_PROTOCOL_ERROR; over HTTP they get the "Suspicious Site Blocked" page.

Details:

The domain was registered in 2010. It's 16 years old, not a newly registered domain.
Some hostnames on the domain are blocked while others on the same domain are not. That points to a per-host heuristic misfire rather than any judgment about the domain itself.
Reputation is clean everywhere we've checked. VirusTotal: 0 detections across 91 vendors — including alphaMountain.ai, which I understand is one of the data sources CUJO uses. Sucuri SiteCheck: no malware, clean across all 9 blacklists it queries, including Google Safe Browsing, McAfee, ESET and PhishTank.
We've submitted the URL verification form for each affected hostname. Since enforcement appears to be per-hostname rather than per-domain, could you confirm the escalations team reviews all subdomains and not only the specific URL submitted? A partial clearance would still leave our users unable to sign in.

Happy to send the domain and the block reference tokens by private message if that's preferred.

Thanks.

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