topic Re: URGENT: EE Content Control: Whitelist our website domain in Mobile Data

URGENT: EE Content Control: Whitelist our website domain

storylane — Fri, 28 Mar 2025 13:28:49 GMT

Dear EE Team,

We are saas based company which provides web based software for Interactive Demo Building
more details at: https://www.storylane.io

We observe that our various UK based customers, who are on EE network, are not being able to access our online website at https://app.storylane.io since last couple of days.

We have confirmed, all other customers from different geographic locations are able to access the website correctly.

Evidently there is some blocking that is happening at the EE network level.

We request you to kindly whitelist our domains app.storylane.io and *.storylane.io as wildcard to ensure that all our services are accessible to the EE network users.

Thank you.

Re: URGENT: EE Content Control: Whitelist our website domain

bristolian — Fri, 28 Mar 2025 13:40:08 GMT

No problems loading your website over EE mobile here.

Have you checked whether the affected users have their Content Lock set to moderate or off? Traceroutes might be useful if that's been verified.

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Fri, 28 Mar 2025 14:20:09 GMT

Thanks for the response. I am checking the Content Lock with the customer.

Meanwhile, could you please confirm that you tried accessing https://app.storylane.io and that you see the Login page ?

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Fri, 28 Mar 2025 14:40:24 GMT

Here is what our customer is getting from traceroute

Re: URGENT: EE Content Control: Whitelist our website domain

Ali_A — Fri, 28 Mar 2025 15:39:48 GMT

Hi @storylane

Have you managed to identify any common set up for the users who are unable to access your site?
For example only iPhone customers experience an issue, or it only affects users connected via 4G but not 5G, etc?

Ali

Re: URGENT: EE Content Control: Whitelist our website domain

marianicolae — Fri, 28 Mar 2025 15:51:26 GMT

Hi @Ali_A,

We've observed that people on EE or BT network providers are not able to access it, no matter their device type. However, people on the GiffGaff network were able to access it.

Are you able to access https://app.storylane.io while connected to an EE/BT network?

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Fri, 28 Mar 2025 16:18:35 GMT

hi there,

So here are the DNS servers which are not able to resolve our domain:

here you see in the screenshot:

And once they change the DNS Server to 8.8.8.8 and 1.1.1.1 - the website starts to work.
so it seems there are issues in the DNS resolver of the EE Network.

Re: URGENT: EE Content Control: Whitelist our website domain

Ali_A — Fri, 28 Mar 2025 16:44:35 GMT

Thanks for trying the public DNS @storylane

I'll flag this up to the team so they can investigate, and get back to you when I have an update.

Ali

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Fri, 28 Mar 2025 17:23:45 GMT

Thanks @Ali_A

Looking forward to the resolution.

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Sat, 29 Mar 2025 16:43:55 GMT

hi @Ali_A

Is there any update on the resolution ?
Anything required on our side to be done to have it resolved ?

Kindly let me know. thanks.

regards,
Storylane

Re: URGENT: EE Content Control: Whitelist our website domain

Peter_W — Sun, 30 Mar 2025 08:37:20 GMT

Good morning @storylane.

I've been speaking with the relevant teams on this today, and whilst we don't have a resolution estimate at the moment, if anything changes we'll be sure to let you know.

If we need any further details I'll absolutely jump back in on this thread too.

Peter

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Sun, 30 Mar 2025 19:20:59 GMT

@Peter_W

Also wanted to add here that we observed some accounts misused our platform for publishing phishing links. We have now deleted all those links and have also completely blocked these accounts.

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Tue, 01 Apr 2025 13:45:18 GMT

It's been few days and "https://app.storylane.io" is still unlisted in BT/EE ISP.

We have >3000+ customers worldwide and since BT ISP unlisted us, it's causing issue with our customers like Amazon / Microsoft / Pearson etc

We also got recently notified by AWS about phishing demos and we duly removed those accounts. We don't see any emails from BT on this and looks domain was unlisted based on some reports without checking with us.

Can you kindly let us know update or who we should contact on BT team who can help with this ?

Re: URGENT: EE Content Control: Whitelist our website domain

marianicolae — Tue, 01 Apr 2025 18:19:16 GMT

Hi @Pet2 and @bristolian!

I saw that you are both online. Can you please help us solve this asap? We have a lot of customers who are still not able to access app.storylane.io.

Re: URGENT: EE Content Control: Whitelist our website domain

Linzi_H — Wed, 02 Apr 2025 07:38:42 GMT

Hi @storylane @marianicolae

This has been passed to the relevant team, and we will let you know as soon as we have further updates.

Linzi

Re: URGENT: EE Content Control: Whitelist our website domain

marianicolae — Wed, 02 Apr 2025 07:45:47 GMT

Hi @Linzi_H!

Thanks for updating us on this. I think that app.storylane.io is now accessible for a few customers on EE networks but not on BT networks.

1. Would this community be the right place to get help on making app.storylane.io accessible on the BT network, too?
2. Can you please check if you can access app.storylane.io on an EE but not a BT network?

Re: URGENT: EE Content Control: Whitelist our website domain

Steve_BT — Wed, 02 Apr 2025 14:02:49 GMT

Hi @storylane

As you've found, we blocked the site to protect our customers from phishing attacks.

We've seen these have been cleared and removed the block.

Steve

Re: URGENT: EE Content Control: Whitelist our website domain

marianicolae — Wed, 02 Apr 2025 14:12:58 GMT

Thanks for the update, @Steve_BT!

Was the block just removed? We had customers on EE and BT networks one hour ago who were still unable to access the storylane dashboard.

Re: URGENT: EE Content Control: Whitelist our website domain

storylane — Wed, 02 Apr 2025 14:38:04 GMT

Thanks for sharing the updates @Steve_BT