topic Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error in EE app and website

https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Thu, 03 Nov 2022 11:40:55 GMT

Hi,

On both my mobile and for my dongle I get a 403 "Forbidden. You don't have permission to access this resource." error message when I try to access it.

I noticed this issue was reported in August and one of the suggested solutions was to clear the browser's cache, cookies etc. which I have done and it does not fix the problem.

Any suggestions? Thanks

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jon_K — Thu, 03 Nov 2022 14:16:43 GMT

Welcome to the community, @nancy_s.

Are you able to try using another browser?

Can you clear your cache and cookies again, then close the browser and try again?

Jon

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Thu, 03 Nov 2022 14:27:11 GMT

Hi Jon,

I tried it on another browser and I get the same error even after clearing the cache, cookies etc. and restarting the browser.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jon_K — Thu, 03 Nov 2022 15:12:09 GMT

Thanks @nancy_s.

I'd recommend reporting this to our Customer Care team so they can check your account.

Jon

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Thu, 03 Nov 2022 16:17:09 GMT

Will do. Thank you.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

prismprocess — Sat, 05 Nov 2022 23:42:12 GMT

Hi Nancy,

I am sure the guy above is well intentioned he is talking complete rubbish. The probability of Customer Care knowing what is going on is somewhere between Nil and Zero percent as you already probably know. The first is it their fault not yours and they should accept responsible for their error.

A 403 Forbidden page is generated by a web server (their web server in this case) when it does not consider you to be allowed (meaning lack of permission) to view a resource. This is normally because what you are viewing it with has been disallowed. For example.... if you view the page with the latest versions of Microsoft Edge or Google Chrome you get a 403..... however if you view the same page with something old and rubbish like the browser in a not so smart tv it works (in other words....it is not your IP Address). I kid you not. It is a solution if you want to know your usage but is not ideal. It's quite funny that their web server would block their own customers like us...no? They should fix the page really by setting the correct permission (using CHMOD if its Apache) and/or for newer browsers (If it is browser sniffing) and/or removing any blocks that were created because of that.

So, to sum up....it is EE's fault not ours and they should fix it......pronto, without the usual deflection.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

grsdev — Sun, 06 Nov 2022 11:08:55 GMT

I also noticed that you get the 403 when using Chrome. But when using Firefox it works fine (albeit giving me incorrect information, but that's another problem).

As you say, clearly not IP-related. Furthermore, I don't think it's related to the User-Agent: header either because I can change that at will and I still get a 403.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Sun, 06 Nov 2022 15:33:59 GMT

Thank you. Hopefully our friends at EE are reading these exchanges and will look into resolving this issue in particular since this is not an isolated incident related to one user. There were a number of reports before in the community and one specifically back in August.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

grsdev — Sun, 06 Nov 2022 16:20:55 GMT

Update: even Firefox on the laptop (the browser that actually worked earlier) is now giving me a 403.

Tried so far, all unsuccessfully:
Chrome 107 on Windows 11 laptop
Firefox 106 on Windows 11 laptop
Latest versions of Chrome, Firefox and Samsung Internet on an S22 Ultra running Android 13

This could be linked to the outage that's causing zero allowance to be reported to all PAYG users at the moment.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jackyg — Sat, 12 Nov 2022 08:38:20 GMT

Thanks for your insight here. I've been unable to add data for a week now but it's good to know it's an EE problem not mine. Has anybody been able to resolve it by going to their care team or any other suggestions?

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jackyg — Sat, 12 Nov 2022 08:45:20 GMT

Hi, may I ask if you got a resolution to this? Did the care team help? I have the same issue.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

grsdev — Sat, 12 Nov 2022 09:33:39 GMT

@Jackyg The link under discussion here is not for adding data to your allowance. It is for viewing how much data you have left before the allowance runs out.

However, I have since noticed that it works as expected if you go to the non-secure link:

http://add-on.ee.co.uk/status

This is clearly a misconfiguration of the web server hosting the page in question.

I have mentioned this in another thread on this forum so someone might notice within the next year or so.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jackyg — Sat, 12 Nov 2022 09:38:35 GMT

Ah ok, sorry for my misunderstanding. I have plenty of credit on my account I just can't add data as I've now run out. I get the same forbidden 403 error message - I may have to summon up energy to tackle the customer team! Appreciate you taking the time to reply

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Sat, 12 Nov 2022 09:46:38 GMT

Hi, I haven't bothered contacting the care team yet because I don't think they will be much help and will tell me to do the things I have already tried i.e. clear cache/cookies, use a different browser etc. I am just hoping that EE team members are reading these exchanges and escalating the issue internally.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Sat, 12 Nov 2022 09:48:10 GMT

Hi, btw, the link http://add-on.ee.co.uk/status does not work for me either. I get the same 403 Forbidden error.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

nancy_s — Sat, 12 Nov 2022 09:50:26 GMT

Hi,

Any chance you can escalate this internally? It's pretty clear from this thread that the issue is affecting multiple people and has been ongoing for a while. It would be much more efficient than having every customer call up the care team.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

grsdev — Sat, 12 Nov 2022 09:51:17 GMT

@nancy_s Note that you must not be connected to Wi-Fi for that to work.

Note also that some browsers, trying to be helpful, disregard the http:// protocol specifier and go to https:// regardless.

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jackyg — Sat, 12 Nov 2022 10:40:35 GMT

Thanks so much Nancy for taking the time to reply and to escalate. It's very frustrating. Like you the customer team seem to be my last resort, other users are more clued up!

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

ZippyBass — Sun, 13 Nov 2022 14:05:55 GMT

I was getting this so I rolled back google chrome, problem solved!

Re: https://add-on.ee.co.uk/status gives a 403 Forbidden error

Jackyg — Sun, 13 Nov 2022 14:10:46 GMT

Thanks so much - I'll try rolling back too as a short term fix and hope EE resolve it properly soon!