Blacklisted IP on SMB, unable to raise a support case

[sgoosey]

Hi, hopeing someone can help, I have seen the suggustions that say stop trying to access etc for 24 hours but thats not a solution, as that means no calls for at least 24 hours.

My IP address has been blacklisted. I have a static IP address, and unfortunatlly, the mobile phone masts are down in this area, I cant get a new IP.

I dont know why its been blacklisted, but considering its a static IP, there should be a way to whitelist this to prevent it happening again. In the mean time, while I can log out of all the sessions, and unplug the phone. but then we dont get any customer calls.

Can support get in touch with me, or remove the blacklist from the SMB account linked to my forum email address?

Thanks for help in advance

 

[SteveITS]

Usually blacklisting is from incorrect credentials in the web client, or adding a phone with old firmware, especially as a router phone.
https://www.3cx.com/docs/phone-firmwares/

You should be able to open a ticket from your customer portal.

 

[sgoosey]

Thanks for your reply.

I already confirmed that my phone was on the latest firmware, so its not that. And I dont believe that I have had the web client logged in, only the app on my mobile for my extention, and the main office line on the Yealink phone.

There is an option for support, however it wont let me raise one, as I dont have any credits. To pay to raise a ticket to remove a blacklisted IP seems crazy, when its been the same IP the entire time I have been using the SMB instance!

I was able to remove the odd blacklist when I used the self hosted version. Why cant we do this in the SMB version?

 

[SteveITS]

Hmm I think I read some of the free account support policies changed recently.

In SMB an account is one department and the account holder doesn’t have access to the server level.