DNS Resolution Isssue affecting my business

ItsJustMarky — Thu, 01 Oct 2026 09:46:17 GMT

I’m having a strange issue accessing a website over EE mobile data and I’m struggling to find the right team at EE to report it to.

The site works normally on every other provider/network I’ve tested, including other mobile networks, broadband connections and public DNS services.

I’ve also asked several other people on EE to test it and they’re seeing the same behaviour.

The strange part is that it appears to depend on the EE Content Lock setting:

Content Lock set to Restricted - the website works.

Content Lock set to Unrestricted - the website stops working.

Changing the setting and reconnecting or restarting the mobile connection changes the result consistently.

I’ve done some DNS testing and it appears that, when using the unrestricted setting, an EE DNS resolver is returning an old IP address from the website’s previous hosting/DNS provider. The domain has since moved to Cloudflare and resolves correctly everywhere else I’ve tested.

The www hostname is also resolving correctly through EE, while the root domain is being given the old address, so this looks like a stale DNS/cache issue somewhere within EE rather than an issue with the website itself.

I’ve tried EE Live Chat, but they ask me to call. When I call, I’m struggling to get the issue understood or escalated beyond normal handset/browser troubleshooting.

Does anyone know if there is an email address or another route for sending the technical information and dig results to EE’s network/DNS team?

I’ve seen another recent post about a very similar issue on EE which now appears to have been resolved, so I’m hoping there is a way to get this raised with the same technical team.

I’ve deliberately left the domain name and IP addresses out of this public post, but I’m happy to provide all of the technical details privately to someone at EE 😁

TIA!

Re: DNS Resolution Isssue affecting my business

Alex_H — Thu, 01 Oct 2026 13:22:44 GMT

Hi @ItsJustMarky,

Welcome to the EE Community

I have reached out via private message to take some details from you to see if we can help with getting the issue resolved.

Alex

Re: DNS Resolution Isssue affecting my business

XRaySpeX — Thu, 01 Oct 2026 15:47:58 GMT

@ItsJustMarky : EE provide no email contact. There is no specific team to report this to. You can only call CS & they will direct you if necessary.

What is the URL of your site?

topic DNS Resolution Isssue affecting my business in Mobile Data

DNS Resolution Isssue affecting my business

Re: DNS Resolution Isssue affecting my business

Re: DNS Resolution Isssue affecting my business