Comcast users can't access my Store!!! HELP!

[ebo8302]

Here we go...

Shopify Store: www.turbojavacoffee.com

Domain is through GoDaddy.

Everything was setup in September 2023. None of the DNS/SSL stuff has been touched since my store was initially setup.

Everything was working fine, no issues with anyone accessing my site.

HOWEVER - Here we are in July 2024 - My customers who use Comcast are telling me they cannot access my site. 

Chrome: 

This site can’t provide a secure connection

turbojavacoffee.com sent an invalid response.

• Try running Windows Network Diagnostics.

ERR_SSL_PROTOCOL_ERROR

Edge: 

Malware and Phishing

This site is blocked because it is a known security threat. Please contact your network administrator to gain access.

To rule out it possibly being something else, I took my personal laptop to my day job with me and connected it to the Comcast internet there. I cannot access the site while connected to Comcast but I can when I'm connected to my T-Mobile internet at home, and with my Verzion hotspot on my phone. 

Shopify support told me that I need to contact GoDaddy, as that's where my domain is.

GoDaddy is telling me it is a Shopify issue being that the website was designed on Shopify.

I've been back and forth with both Shopify and GoDaddy all afternoon and no one can provide a solution.

[Imogen]

Hi there, @ebo8302. Thanks for taking the time to reach out to the Shopify Community Forums with your domain and customer access situation here. My name is Imogen. It's good to meet you!

Thanks for taking the time to highlight the information you have here with us. To quickly set some expectations for you, we're unable to authenticate folks here in the Community, so I'm not able to access to your store information, or any additional information related to your domain.

I don't have Comcast where I am here in Canada, but for what it's worth, I was able to load your website without issue! That 'SSL_Protocol_Error' you highlighted from Chrome is an error that often is tied to a domain issue, namely around SSL propagation, so speaking with both Shopify and GoDaddy about this is a good choice so both sides can do the due diligence to investigate if the there any any issues with the DNS settings (GoDaddy specific troubleshooting) or SSL propagation (something both entities can look into in some degree). There are some cases where certain ISPs may have issues with accessing websites, and that could also be what you're experiencing here. I did run your domain (https://turbojavacoffee.com/) through a tool I have access to which helps check on SSL propagation and things look to be fine with your SSL, so it's likely the issue lies with DNS settings, or how Comcast is behaving with your domain.

If you've already been in active communication with Shopify, then I recommend following up on any email threads you have clearly outling that this issue only seems to be impacting customers attempting to reach yout store while using the Comcast ISP. Additionally, I recommend sharing this information with GoDaddy, outlining the Comcast specific information for them, and asking what sort of guidance they can provide you on what steps to take when a specific ISP doesn't seem to want to allow users to access the domain.
 

[NrthStarArtMike]

We're having the same issue as @ebo8302 at NorthStarArtClub.com and it does appear to only be with Comcast users also.

Went through all of the troubleshooting tips and made DNS changes with GoDaddy (where the domain was purchased) and everything is fine except for a handful of users. We have a different internet service provider at home and the website works fine, but we have Comcast at the North Star Art Club and NorthStarArtClub.com is blocked on our wifi.

This seems like a very narrow issue, would be great if Shopify could look into it quickly and get it resolved. It's kind of ridiculous to not be able to access our own website on our wifi.

[Sortafast]

I’m having the same issue

[Sortafast]

Shopify support was ZERO help. Just canned replies and passing blame 

[BethaniePack]

I'm having the exact same issues with Comcast and GoDaddy. My landlord who deals with the Comcast wifi was able to "put me on the unblocked list" and that worked for a couple months, but now it's blocked again. This is really frustrating, since a lot of people use Comcast and Shopify Support was of no help since they could access it on their end. I really hope one of us can figure this out!