Local connection outages in some regions

Update timeline

1. investigating Nov 03, 2023, 01:29 PM UTC

   We are investigating reports from some customers and visitors to pitch.com domains, whose browsers and apps unable to reach Pitch from home internet connections. Affected locations include southwestern and southern USA, Italy, and Australia. The pitch.com domain appears to be blocked by a few local network providers, due to a likely false positive listing in an internet blocklist. This can prevent access to the website, app, shared decks, and other resources. We are isolating the origin of these localized blocks to return full access to Pitch.

2. identified Nov 03, 2023, 04:49 PM UTC

   We have identified a number of local, residential ISPs that may be blocking pitch.com domains within a few regions around the world. Blocking appears to be enforced by add-on security features for content filtering, usually configured in an ISP-issued router, or at the ISP subscriber's account. While we work to resolve this with ISPs and security vendors, affected users can find workaround steps in the Pitch Help Center: https://intercom.help/pitch-e945fb5e2931/en/articles/8548832-troubleshooting-service-providers-blocking-pitch

3. identified Nov 06, 2023, 09:37 AM UTC

   We are continuing to work with ISPs and security vendors to restore access to Pitch for affected customers and visitors. Some providers have unblocked Pitch, so access is being gradually restored, as we ensure all providers remove false-positive blocks on pitch.com domains.

4. identified Nov 07, 2023, 01:51 PM UTC

   We have identified and urgently contacted a number of residential internet service providers and security vendors, to ensure pitch.com domains get unblocked for affected Pitch customers and visitors using their services. While pitch.com domains are usable through most providers and regions, we are working toward a resolution with a few remaining third party network services that are using out-of-date blocklists with their security settings. Find more information about affected ISPs, regions, security products, and workarounds in our Help Center article (alternate link): https://intercom.help/pitch-e945fb5e2931/en/articles/8548832-troubleshooting-service-providers-blocking-pitch

5. monitoring Nov 08, 2023, 12:04 PM UTC

   We have cleared all domain blocks for pitch.com that were issued by identified third-party security vendors and internet blocklists. We have observed that the upstream changes are gradually reaching affected ISPs, as they refresh their internet blocklists. We are monitoring traffic to confirm that access is being restored to all Pitch customers and visitors.

6. resolved Nov 09, 2023, 09:01 AM UTC

   The issue with pitch.com domains getting blocked by some ISPs and network devices has been resolved. We have received confirmations from previously affected customers that are now able to reach Pitch again, across multiple networks, and we have noted a corresponding recovery in network traffic. We expect that any remaining cases of connectivity problems due to this issue will automatically resolve, as affected ISPs and devices gradually update their caches.