Websites unavailable to Comcast ISP users
Some of our clients have reported not being able to access their Wild Apricot sites.
This issue is not widespread, but seems to be affecting only users of a particular ISP (seems to be Comcast at this point).
Our System Operations engineers are currently investigating the issue and will provide an update as soon as the issue is resolved.
We apologize for the inconvenience.
It appears Comcast has lifted the ban on WA sites at approximately 8:30pm EST.
We are so relieved to know this!
As it has been close to 72 hours since we had been in contact with Comcast, we put in another call to Comcast this afternoon.
They said perhaps it was due to the Thanksgiving holiday that there was a delay, that the ticket we had is in waiting in the escalated queue for a security team to take action and unfortunately nothing further will be done today. The earliest someone can look at this is tomorrow, Monday Dec 1st.
He said they expected the 72 hour deadline was Monday all along.
Again, we asked for urgency on this ticket and was told we can check on it tomorrow again, and that it will depend on how busy their queue is.
We will be calling first thing in the morning to once again push the urgency.
Sorry for the frustration folks, we are very frustrated by this ourselves.
Some of you have been concerned there has not been any update since the last post on Friday.
We want to assure you we continued to be in contact with Comcast throughout Friday afternoon to make sure they understood the urgency of the situation and were reassured by Comcast the situation was escalated to the high security team for action.
There has not been any further development so we had nothing more to report. As of Friday late afternoon we were told it would be 24-72 hours for service to resume for Wild Apricot subscribers.
You are able to access your site remotely via VPN or through some mobile access and through other ISPs.
Dmitry Buterin commented
Just to elaborate further on what happened:
Comcast has been notified of a potential phishing site created on Wild Apricot platform and dealt with it by blocking traffic to our servers - which mean that people accessing internet via Comcast could not access any Wild Apricot sites. As soon as we have been made aware of this, we have shut down the suspicious site and contacted Comcast. As soon as they remove the restriction, normal access to Wild Apricot sites will be restored to their customers.
Kid Apricot commented
10:56am - Our engineers are currently working with Comcast to resolve the issue.
11:37am - Comcast flagged a Wild Apricot IP address for phishing. We have resolved this and they will lift the ban on our IP but they don't know how long it will take, ETA given is anywhere from 24 to 72 hrs.