Website incorrectly blocked for 2+ weeks — No response on 2 open cases

ledj
ledj Posts: 1 New Member
in General Discussion

Hello F-Secure,

I am the owner of a legitimate Dutch business website that has been incorrectly blocked by F-Secure Browsing Protection for over two weeks. The block affects customers of Dutch ISPs Ziggo and KPN, both of which use F-Secure technology.

I have submitted two formal false positive reports through official channels, both of which were acknowledged with a case number. Despite this, I have received no review, no feedback, and no resolution.

Independent security checks all confirm the site is clean — Google Safe Browsing, VirusTotal, and Microsoft Defender SmartScreen show no issues whatsoever.

The ongoing incorrect classification is causing serious financial damage to my business every day.

I have today sent a formal escalation to Customer Care with a response deadline of May 21st. If no response is received, I will have no choice but to pursue legal remedies.

I would kindly request that an F-Secure staff member looks into this and ensures the case is escalated internally for urgent review.

If you need the case numbers to locate the reports, please send me a private message and I will share them there.

Thank you

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Comments

  • Ukko
    Ukko Posts: 4,059 Superuser

    Hello,

    So, did you get a response?

    If not, have you tried calling them or using web-chat through their support channels (listed in related sections of this page: https://www.f-secure.com/nl/support)? There, during communication, it would be possible to use case/ticket numbers to obtain more information.

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  • 91club
    91club Posts: 8 New Member

    It looks like you are dealing with a incredibly frustrating situation. When a legitimate business website gets incorrectly flagged as malicious, every day it remains blocked represents lost revenue, damaged customer trust, and a massive headache—especially when it's affecting major ISPs like Ziggo and KPN.

    Since you've already submitted two official false-positive reports and haven't received a response, here is a professional, firm, and constructive draft you can use to reply to the community thread to get the attention of an F-Secure moderator or staff member.

    Draft Community Response

    Subject: Urgent Escalation Required: Validated Business Site Blocked 2+ Weeks (Case Nos: [Insert Case 1] & [Insert Case 2])

    Hello everyone,

    I am following up on this thread as the block is still active and continues to cause severe financial and reputational damage to my Dutch business.

    As an update to the community and any F-Secure staff reviewing this forum:

    • The site is completely clean: Multi-engine scanners—including VirusTotal, Google Safe Browsing, and Microsoft Defender SmartScreen—all confirm 0/100 detections. This is strictly an isolated F-Secure false positive.
    • Major Impact: Because Ziggo and KPN rely on F-Secure's Browsing Protection, a massive portion of our legitimate Dutch customer base is currently being blocked from accessing our services.
    • No Response: I have submitted two formal tickets via the official sample submission channels but have received zero feedback or resolution.

    I have already initiated a formal escalation to Customer Care. I would deeply appreciate it if an F-Secure staff member or community moderator could internally escalate this to the Labs/Browsing Protection team immediately.

    Please send me a private message, and I will gladly provide both case numbers and the domain URL right away.

    Thank you for your urgent assistance.

    💡 Next Steps You Can Take Right Now

    1. Try the Live Channels: As the superuser "Ukko" suggested in the thread, don't rely solely on the ticketing system if it has stalled. Go directly to the F-Secure Netherlands Support Page during regular business hours and use their Web-Chat or Phone Support. Give the agent your existing case numbers so they can pull up the file and manually ping the Labs team.
    2. Submit via the Global "Submit a Sample" Portal: If you haven't already, make sure your false positive was submitted through their dedicated portal: F-Secure Request a URL Description Change. Select "URL Check" and clearly state that it is a legitimate business domain being blocked on Ziggo/KPN.

    Hopefully, posting this on the forum catches the eye of an internal community manager who can fast-track it for you!

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