- Scott HyndAsked on June 03, 2011 at 05:08 AM
I have an account with you (Hynddesign), which I use to add forms to my and my clients websites. Today I have discovered that these forms are not displaying at all on my clients websites and also I am not able to access your website www.jotform.com
Through a process of elimination, I have discovered that the problem seems to be related to at least one internet provider in Australia, called Optus. This same problem has been detected at numerous locations throughout Australia that are using Optus. One of my clients also uses a different internet provider on her laptop (telstra) and was able to access the forms and the site with this (same computer when using Optus as a provider would not work).
This is a major problem for both me and my clients as the contact/quote forms are the main way that enquiries are received to generate leads, so is therefore currently loosing revenue because form is not being displayed. I have called Optus in Australia to discuss the problem, however they don't feel it's their problem and don't seem to be in a rush to investigate. They advised me to email my complaint to firstname.lastname@example.org which I and some of my clients have done.
Are you able to communicate with Optus in Australia, or have you had complaints from other clients with a similar problem with other service providers? Optus did advise if they receive more information/complaints about this, they will investigate.
All of my clients are affected, but a couple for you to look at are http://www.hynddesign.com.au/quick_quote.html and http://www.gallivantingoz.com.au/quote.html. We also cannot access your site www.jotform.com when using Optus as the provider.
I am aware you are currently working on a new version of Jot Form and are wondering if this is causing any of these issues for us? I was able to log into the Jot Form site and update clients forms with no problems yesterday.
I would appreciate an urgent look into this problem and your advice on how to fix the situation. My phone number in Australia if you prefer is +61 403 308 618.
- JotForm SupportabajanAnswered on June 03, 2011 at 06:10 AM
Sorry to hear about this situation. I will submit a ticket for you and someone will investigate and report back ASAP.
- JotForm FounderaytekinAnswered on June 03, 2011 at 09:18 AM
I had already contacted them from the web form on their site couple of hours ago. I also sent an email to the address you posted above now. But I think as a customer there is a better chance they will listen to you.
You can temporarily switch your forms to another domain that works. Please try these:
For example, if this does not work:
You can use one of these instead:
- hynddesignAnswered on June 08, 2011 at 10:01 AM
Just an update on the Optus / JotForm issue. Ive finally received an answer from Optus to say that they did block JotForm due to them thinking that JotForm could be used to create 'phishing' forms that could collect Optus customer details.
I have no idea why suddenly they would do this, as I have used your service for over 1year without any blockages.
They advised me that this wont be the last time they will block JotForm and its only a matter of time when. They also told me to find an alternative supplier, but as I said to them, even if I go elsewhere theres no guarentee that the next service wont be blocked too.
Is there anything on your end that can be done to help ease there concern with your software.
- JotForm FounderaytekinAnswered on June 10, 2011 at 09:35 AM
Sorry for the late answer. For some reason this thread was marked as resolved. Even though you had a question. I was sending this page to Optus then I discovered your question.
We are a form building service and people create millions of forms with us. It is possible that some users with bad intentions do create phishing forms. We take this issue very seriously. We have a system that detects and suspends phishing accounts automatically. We also close phishing accounts immediately when reported. Instead of blocking our site, they should simply send us an email or post on this forum. We will shut down the form immediately and our phishing detection system will probably catch the next one automatically.