How to Fix Websites Not Loading on Verizon Cellular Network: Complete Troubleshooting Guide [ERR_NAME_NOT_RESOLVED]
When launching a new website, everything usually goes smoothly. However, during one of our recent projects, we ran into a unique edge case: a website that loaded property on Wi-Fi and every cellular network but would not load on Verizon’s cellular data network. After hours of troubleshooting and multiple support calls, we finally uncovered the cause—and a solution. In this post, we’ll walk you through how we fixed the issue and offer a step-by-step guide for others facing the same challenge.
If you’re experiencing a similar issue where your website won’t load on Verizon’s cellular network but works fine on Wi-Fi, you’re not alone. In fact, this Verizon forum thread reports the same issue, but without a clear solution:
“We launched a new website, and everything works perfectly over Wi-Fi. However, our website will not load for users on Verizon cellular data. We’ve tried troubleshooting but can’t seem to find a solution. Has anyone else experienced this? Verizon support wasn’t able to help.”
Here’s how we resolved the problem and how you can, too:
The Issue: Website Not Loading on Verizon Cellular Data
After launching a new website for a client, we were hit with an unexpected problem: users on Verizon’s cellular network couldn’t load the website, even though it worked fine over Wi-Fi. This problem only seemed to affect people on Verizon’s mobile network, leaving local customers frustrated and unable to access the site.
We double-checked all the usual suspects:
- DNS settings
- Server configurations
- Firewall settings
- Browser caching issues
Everything was configured correctly. However, Verizon support couldn’t provide a solution, despite hours on the phone with their technical team. With no answers from Verizon, we had to dig deeper.
The Investigation: Domain History and IP Blacklisting
Our client had recently launched the site on a domain they had just acquired. This led us to wonder: could something from the domain’s past be causing the issue?
After investigating further, we discovered the company Infoblox, a well-known provider of DNS and network security solutions, manages Verizon’s cellular network. They informed us that the client’s domain had been blocked, preventing it from loading on Verizon cellular data. This was a surprise, considering the domain was brand new, and recently purchased from a leading provider of Domain Hosting — GoDaddy. Our best guess was that the domain’s previous owner had engaged in activities that led to the domain being flagged, and Infoblox had blacklisted the domain as a result.
Infoblox: “Upon further investigation, it has been determined that the detection was a false positive. Consequently, we have removed the domain “REDACTED” from our blocklist. We apologize for any inconvenience this may have caused.”
The Solution: Contacting Infoblox and Unblocking the Domain
Once Infoblox informed us of the domain block, they could whitelist the domain, and within minutes, the website was online and fully accessible to users on Verizon cellular data. It turns out that Infoblox’s security protocols had blocked the website’s domain due to past malicious activity, which explains why Verizon users were prevented from accessing the site.
This case was the first time we’d encountered such an issue in our agency’s history despite successfully launching over 100 websites. It highlighted the importance of checking both domain history and potential DNS blacklisting for newly acquired domains.
Information Infoblox may need you to provide to alleviate the situation:
“To assist you better, we need some additional information:
- Describe the impact this issue has had on you or your organization.
- Explain why you believe this domain is legitimate, including any supporting evidence or reasons.
- Please provide information on what services the domain offers.”
Regards,
Infoblox Technical Support
Options for How to Fix Websites Not Loading on Verizon Cellular Data
Option 1: Contact Verizon
- While you won’t find success by contacting Verizon’s general support line, it might be worth reaching out to Verizon Technical Support: 800-837-4966
Option 2: Contact Infoblox or another third-party cyber security provider if Verizon is unable to assist
- Contact your network’s cyber-security solution provider (such as Infoblox for Verizon) to see if your domain has been blocked due to past malicious activity.
- In the case of Infoblox, their support line is gatekept, so only clients with Infoblox accounts or troubleshooting tickets can reach a person for support. Instead, you’ll need to email their threat support department at: reportthreat@infoblox.com
- It may take a business day or two for a response from the Infoblox team. At which point they may ask for further clarification and supporting documentation for why you believe this domain to be legitimate.
Option 3: File a Consumer Complaint with the FCC
- In the instance of the above methods not working, you may file a consumer complaint with the FCC, at fcc.gov/complaints, and reaching back out to Verizon to notify them of the complaint filed.
When moving a new website to production, always consider the following:
1: Monitor Domain History for Potential Issues
- Before announcing the launch of a new site, always check if your domain has a history of blacklisting or malicious activity that could impact network access as domain providers such as GoDaddy and Google Domains do not provide you with this information upon purchase.
- In our case, the domain had no visible history of malicious activity. You can check domain history on archiving sites like The Wayback Machine. These domain blocks by third-party providers can include over 1,000+ IPs and domains at once, which your site can get caught in.
2: Keep Verizon Informed
- While Verizon support may not always be able to provide a solution, it’s still important to report these issues to their team for tracking purposes.
3: Clear Your Cache
- As a general rule-of-thumb, when you have changes made to your website(s), clear your cache to ensure you’re seeing the most up to date version of your site.
A First for Us—But Hopefully the Last
This was an unusual situation that caught us off guard. Still, it served as a valuable reminder of how past domain activity and network security protocols can affect even brand-new websites. If you’re launching a site and encounter similar issues—particularly if the site won’t load on mobile networks like Verizon—be sure to investigate whether third-party DNS providers like Infoblox have blocked your domain’s IP.
While we hope this is the last time we encounter this type of problem, knowing how to resolve it swiftly should it ever happen again is a relief. If you’re facing similar issues with your website, feel free to reach out to us at FreshMove Media—we’re here to help navigate even the most unexpected obstacles.