Hoping someone here can help, because we've exhausted the official channels.
A domain we operate (used to serve static assets to customers of our SaaS platform) was suddenly added to the Comcast Business Web Filters block list yesterday around 11 AM Pacific, categorized as "Phishing." It is not a phishing site. It's a core production domain for our platform, and our customers on Comcast Business networks are now unable to use our product.
A customer shared screenshots from their Comcast Business admin portal:
- **Service Pages -> Domain Lookup** shows our domain associated with two categories: "Computers & Technology" (Allowed) and "Phishing" (Blocked). The Phishing categorization is what's triggering the block.
What we've already tried:
Submitted three separate reports through https://spa.xfinity.com. First one came back saying there's no xFi Advanced Security block on the domain — but xFi is the residential product. The block is on **Comcast Business Web Filters**, which is a different system. The other two mentioned I had already submitted a request for the domain despite the first one being marked as closed.
Called **Xfinity** support — told us it's a Comcast Business issue.
Called **Comcast Business** support — told us there's nothing they can do and we'd need to go through SPA.
So the loop is: SPA checks the wrong product and closes the ticket, Xfinity bounces us to Business, Business bounces us back to SPA. Meanwhile our customers are blocked.
**What I'm asking for:** can someone from the Digital Care Team please help get this routed to whoever actually maintains the Comcast Business categorization database? We need the domain recategorized out of "Phishing." If a specific URL on our platform triggered this, we'd love to know what it was. We have an active Trust & Safety process and will investigate actual abuse directly.
Happy to DM the screenshots, domain name, and any verification of ownership needed. Thanks in advance to anyone who can help.