Telstra is blocking access to my website

[thefishbone]

When customers using Telstra try to access our website they get an alert saying that it has been blocked due to malicious content. I've talked to Telstra twice and they have said that its due to a virus and that I need to contact Square to get them to fix it however Square says that nothing is wrong and that its a Telstra problem. Has anyone else experienced this or have any ideas. Thankyou 

[Laurie_]

Hi there @thefishbone,

Thanks for raising this with us!

This sounds eerily familiar to a previous issue we encountered with Telstra users when attempting to access Square sites from their Telstra NBN/Wi-Fi network. 😞

In the past, the reason Square Sellers and customers using Telstra NBN services encountered this messaging was due to Telstra’s broadband protection anti-malware service. While the anti-malware service is technically discontinued, it’s still active on most modems.

What I would suggest as the first step, is to test site access using only mobile data. We'll be able to confirm whether this is the same issue after testing, as this will only impact customers using Telstra NBN/Wi-Fi networks.

If this is the same issue we've seen in the past, what will need to happen is that Telstra Support will be required to manually “switch off” this broadband protection feature as it cannot be disabled by simply resetting the modem. 

Let me know how you go with testing site access.

[DOLFY]

We had the same problem with Telstra. They were blocking the website.

I wrote to Telstra asking for a review of website site office supplies

The issue was a false positive.

It took about 2 days for the website to be unblocked.