Multiple Shopify store owners discovered their sites became inaccessible to Verizon cellular customers, while working normally on WiFi or through VPNs. The issue specifically affected stores using IP address 23.227.38.65, commonly assigned to third-party domains.
Root Cause:
Business Impact:
Resolution Timeline:
Status: Resolved. Verizon addressed the blocking on their end. Shopify support requested feedback on any remaining access issues for developer investigation.
Today I noticed I could not access my website using Verizon cellular service on my iPhone. Had a friend who also has Verizon check on his Android, he could also not access it.
The website works fine on WiFi or if a VPN is used on cellular service.
I looked up several other Shopify sites, and it appears the websites using the 23.227.38.65 IP address are not accessible on Verizon.
Any update on this? I’m experiencing the same issue and I’m trying to escalate with Verizon.
I contacted Shopify and despite me telling them this is likely affecting a lot of their customers, all they could tell me was that everything is fine on their end, my website is up, and I needed to contact Verizon. I haven’t contacted Verizon yet since their phone support was already closed. Based on older posts I found from others who have had Verizon block their IPs, it doesn’t sound like their customer service is always helpful in these cases.
Since this is probably affecting a large number of Shopify stores, I was hoping someone from Shopify would step in and work with Verizon to get this resolved for their customers.
Did Verizon give you a case number or anything that can be referenced when talking to support about this issue? I’m going to try to call later today.
I’m trying Twitter/X and also chatting with both Verizon support and Shopify support. So far, no breakthroughs.
So frustrating! I’ll post if I have any updates.
Today for the first time my online store yellowdogroasters.com appears to be inaccessible from devices using Verizon cell service. I am able to access the site over Wi-Fi on any device. I am offering a sale today so there has been some more traffic than normal. Any suggestions? Thanks
Same issue here too.
Is your domain registered with dan.com by any chance?
This is not a domain registrar issue. This is a DNS issue with Verizon. It appears they have blocked DNS resolution for domains resolving to 23.227.38.65
I’m also having the same issue with my company website being blocked by Verizon cellular in certain geographical locations. Please let me know if you find a resolution to this.
Hi, @dsmithman .
Welcome to the Shopify Community, and thanks for bringing this to our attention.
Yesterday we received reports of merchants experiencing issues when trying to access their storefronts over Verizon internet service provider. Our developers are currently investigating.
First, I recommend contacting your internet service provider for support. If you’re unable to have the issue resolved, you can reach out to our support team via the Shopify Help Center, so we can gather information.
I’m glad to hear that I’m not the only one with the issue. I did not have any luck with Verizon. I provided some details to your support team via a live chat
Thanks for letting us know, @dsmithman .
Our team will be able to take a closer look and investigate this on our end as well.
I would suggest opening at ticket with both Verizon and Shopify to ensure they are aware multiple customers and Shopify stores are impacted.
Verizon said today they are aware of the issue and are hoping to have it resolved by the end of the day. From my limited understanding it affects Shopify stores that have 3rd party domains (which I think Shopify assigns an IP with the ‘65’ at the end), and I was advised to move my domain to Shopify. But I would do a lot more research on this before considering. It is really messing up my business currently, losing sales and customers, damaging my brand.
Great to hear that Verizon is working on it. This is the first I’ve heard about an ETA. I hope Shopify is advocating for its customers, it’s odd that they have been silent about this issue.
Thank you for the update. Moving our domains to Shopify isn’t a quick fix, either, as it can take a couple of weeks to transfer. Hopefully they will get it resolved today.
This other community post has a little more details about the issue.
Agreed.
I know of a lot of online comic shops this is affecting:
I purchase from these sites regularly but every time I use a Verizon connected desktop/phone it fails to connect to the site. Hopefully this problem gets resolved soon.
This is happening to our store too. I’m hoping Verizon can fix this issue by their EOD timeline.