My business website has been blocked

gasoo · Oct 1, 2024

As @krypton and @PowerMac have already written, it’s best to report it again as only Swisscom can solve the problem.

Below are a few more technical details if you are interested.

Your domain has been blocked by Internet Guard, such blocks are always based on the domain and not on the IP address.

It’s relatively easy to see if a domain is blocked by Internet Guard by running a DNS query.

; <<>> DiG 9.18.27 <<>> physio2move.ch
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 39831
;; flags: qr rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;physio2move.ch.			IN A

;; ANSWER SECTION:
physio2move.ch.		0 IN A 195,186,210,241

;; Query time: 206 msec
;; SERVER: 127.0.0.1#53(127.0.0.1) (UDP)
;; WHEN: Tue Oct 01 09:42:36 CEST 2024
;; MSG SIZE rcvd: 59

The IP (195.186.210.241) you see here belongs to Swisscom.

The entry also has a TTL of 0, which clearly indicates a blacklist entry at Swisscom.

When you access the website via HTTPS, an error is displayed because the certificate is invalid or the connection is not possible.

This is also correct, because Swisscom cannot create a certificate for your domain.

However, you can now access the IP address that is displayed in the DNS lookup directly via HTTP and you will then see that the site is blocked by Internet Guard.

http://195.186.208.193/

On the page you will also find the link to report the page as a false positive.

Swisscom will probably have a mix of its own blacklists and blacklists from external providers.

There are various providers of such lists and hardly any company does this exclusively themselves.

If you have already reported the site once, it may have been removed from the whitelist before it was removed from the external list and is now being blocked again.

It’s best to simply report again using the form, unfortunately you have no other choice.

ChristianEb · Oct 1, 2024

sorry for the late reply @gasoo has already described it very precisely, so it’s nothing routing-related and I can’t help, sorry

Meimmepleth27 · Oct 2, 2024

I have now described the problem via the SME form and sent it. I’m curious when and what kind of feedback will come. This will affect my business a lot if the website for 6mil. User is considered unsafe…

Meimmepleth27 · Oct 2, 2024

So far no response from Swisscom. The strange thing is, the first time it was unlocked relatively quickly using the Internet Guard form. Now I get no answers at all…

krypton · Oct 2, 2024

Swisscom is currently no longer blocking your site. Let’s see if it stays that way now.

Meimmepleth27 · Oct 4, 2024

Yes, that’s right. But I still haven’t received an answer from Swisscom as to why this even happened (twice!). It can’t be the case that it’s always hanging by a thread whether my business is blocked or not.

Meimmepleth27 · 10. Jan

The website was unblocked without explanation and it worked fine for months. Now it’s blocked again “due to malware”… but all test sites can confirm that my website has no malware or anything like that… VERY annoying.

WalterB · 10. Jan

Meimmepleth27

Yes there is something not good have you contacted the hoster ?

WalterB · 10. Jan

Error double page.

10. Jan changed by WalterB

user109 · 10. Jan

Meimmepleth27

Firstly, I would report the site for unblocking again:

https://www.swisscom.ch/de/privatkunden/internet-abo/schutz-sicherheit/internet-guard-details/formular.html

Otherwise the only option is to contact Swisscom directly. In any case, I don’t see any fault on your part or that of your hoster.

as @krypton already told you in October.

It is difficult to change anything if a subscriber makes a mistake on the shared web server of the hoster.

Meimmepleth27 · 10. Jan

Yes, the host knows nothing again. Last time was exactly the same. I have done several malware tests and checked various blacklist registers and all show that the website is clean… I really don’t understand why this ONLY happens with Swisscom.

Meimmepleth27 · 10. Jan

Meimmepleth27

user109 do you mean that someone who has their domain on the same server is doing something harmful and I will then be affected by it across the board? Should a host/server change change anything?

WalterB · 10. Jan

Meimmepleth27

Yes, it works with DNS 1.1.1.2.

WalterB · 10. Jan

Meimmepleth27

This may be a false alarm from the Swisscom DNS, so as already mentioned contact Swisscom and mention that it works with DNS 1.1.1.2.

user109 · 10. Jan

WalterB what’s the point Walter ? 6 million other Swisscom users don’t know that, so it only works to a limited extent.

as @PowerMac has already explained:

"It’s best not to change anything at all, including fiddling with the local DNS settings. Even if some people “solve” the problem selectively without having understood it, your website will remain unavailable for the other 6 million Swisscom customers. Only Swisscom can and must fix this."

@Meimmepleth27 as explained by @Lori-77:

“The reasons can be many due. As the previous speakers have said, there are several websites hosted on such an IP. Most likely such a website sends illegal etc.”

and as @PowerMac said:

Your web server has the IP 5.252.229.221, the reputation of this IP at IPQS and at Talos is fine.

There are several hundred other websites running on the same server. Perhaps one of these other websites is not entirely clean and Swisscom has categorised the entire web server as problematic? Just a guess.

Talk to your WEBHOSTER to see if there is another way to host your website with your own IP without sharing.

Another option: Change hoster and address the problem with the new hoster in order to host the website differently so that it is not blocked by Swisscom again.

10. Jan changed by user109

WalterB · 10. Jan

user109

***Write yes He should contact Swisscom *** 😉

N.b. also the DNS 9.9.9.9 shows no problems.

10. Jan changed by WalterB

user109 · 10. Jan

WalterB yes, we also know that it works with DNS 9.9.9.9 or other DNS resolvers, except with Swisscom DNS.

The problem with Swisscom “aka DOMAIN-BLACK-LIST” !!!

WalterB · 10. Jan

Meimmepleth27

What is the name of your hoster?

PowerMac · 10. Jan

WalterB It’s clear that it works with other DNS servers, but that doesn’t solve the problem. We know that you mean well, but in this context your tips are rather counterproductive.

And Meimmepleth27 it’s quite possible or even likely that a change of host will change the situation. But somehow it can’t be right that the hoster should bleed for a mistake that it looks like is not their fault but that of Swisscom. Stupid situation…

WalterB · 10. Jan

PowerMac

Had two similar cases two years ago with users with the Swisscom DNS and made them aware that they should mention to Swisscom that it works with the other DNS, so only for support and additional help.

Of course I would not recommend anyone to use another DNS instead of the Swisscom DNS where there are even SU which do not use the Swisscom DNS 😉.