topic Re: 'BLOCKED' in EE app and website

'BLOCKED'

tigger-tim — Sun, 27 Oct 2024 16:02:00 GMT

When I go to ee.co.uk, I often get a white screen with just the word 'BLOCKED' in the top left hand corner.

This persists even after I've cleared cookies. Any ideas?

I'm using Chrome on Windows, over Plusnet full fibre.

Re: 'BLOCKED'

tigger-tim — Sun, 27 Oct 2024 06:24:54 GMT

I'm another person getting error messages when trying to buy products. Very frustrating.

I can't be bothered ringing. Will probably move supplier when my contract expires.

Re: 'BLOCKED'

tigger-tim — Sun, 27 Oct 2024 07:40:58 GMT

The EE website generates errors when I'm logged in. Since I moved to a new phone contract, it's better than it was - I can now see my mobile bills, gift data etc. And the (android) app seems better too.

I consistently get an error when trying to get a price for broadband if logged in.

When trying to report it to technical support I get a white page simply saying 'blocked'.

If it's relevant, my current broadband is with plusnet (full fibre).

This seems to be a common issue, but posting in case anyone has any ideas.

Re: 'BLOCKED'

tigger-tim — Sun, 27 Oct 2024 07:43:26 GMT

When trying to get a broadband price:

Sorry, looks like a technical error
Please call us on 0800 956 6000 and we’ll try to get things sorted.

Re: 'BLOCKED'

Christopher_G — Sun, 27 Oct 2024 12:01:26 GMT

Hi @tigger-tim

What error message are you getting? Have you tried on a couple of different devices/browsers?

Chris

Re: 'BLOCKED'

nutsnut — Sun, 27 Oct 2024 12:48:44 GMT

instead of replying with the generic nonsense, reply to some of the users that have confirmed they've tried multiple devices, mutiple browsers, multiple ISP but the site still doesn't work.

This isn't an end user issue.

Re: 'BLOCKED'

Lesley_W — Mon, 28 Oct 2024 09:03:05 GMT

Hi @tigger-tim

Thanks for coming to our community.

This does sound odd and one I've not come across before. Is it just our website you seem to get this on?

Lesley

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 09:15:10 GMT

Yes, it only happens on the EE website. When it happens, I need to exit the browser, and I can re-access a little later.

I'd quite like to move to EE broadband when my contract expires, but I consistently get an error when I try to go to 'shop' ..> 'broadband', saying "Sorry, looks like a technical error Please call us on 0800 956 6000 and we’ll try to get things sorted." This only happens when I'm logged in, so it seems to be account related.

I've tried bypassing plusnet and accessing ee.co.uk through my phone (EE mobile plan), but get the same thing.

I don't use a VPN, so not that. All a bit confusing and not a great experience.

I did wonder if it could be whatever software you use to serve up adverts? But don't know how I'd test that.

Re: 'BLOCKED'

Lesley_W — Mon, 28 Oct 2024 09:21:57 GMT

Thanks for the additional information @tigger-tim

This does seem account specific if it is happening when logged in and on both Wi-Fi and mobile data.

Other than the broadband shop page, are there any other parts of your account you had any trouble with?

Lesley

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 09:31:54 GMT

I've just tried going around the website. Billing worked fine.

But when I went to https://ee.co.uk/exp/subscription-manager/plans-and-subscriptions

I had an error message:

400 Bad Request
Request Header Or Cookie Too Large
nginx

So maybe nginx is causing me a problem? I don't know if there is a local error log I can look at?

Re: 'BLOCKED'

Lesley_W — Mon, 28 Oct 2024 10:13:02 GMT

Thanks for checking that @tigger-tim

I'm not sure exactly what is causing this issue, but I would recommend raising this with our technical team for further investigation.

Lesley

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 12:28:48 GMT

It seems I cannot do that. When I go to https://ee.co.uk/help/contact-ee/technical-support, I get a white page with 'BLOCKED' in the top left corner. Indeed, I'm now getting that on every page except the home page.

I suspect I'll be able to get back in in half an hour or so - I guess there must be some timer on the EE server which will eventually let me back in again.

Something in the EE server doesn't like me!

Re: 'BLOCKED'

Lesley_W — Mon, 28 Oct 2024 13:19:27 GMT

That is really unusual @tigger-tim

I think our technical team would need to raise a ticket for further investigation as it sounds like a very unique issue.

Lesley

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 16:26:03 GMT

I'm another member of the BLOCKED club.

Something is triggering the EE web service. Getting very fed up of it now.

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 16:27:45 GMT

I've tried to report it to them multiple times, but it seems my IP address is blocked from that part of the site too.

Re: 'BLOCKED'

DPML — Mon, 28 Oct 2024 16:43:24 GMT

Try turning off your router for a few minutes and then try again

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 16:59:21 GMT

That worked! I have a new IP address and I'm no longer blocked. Thank you!

Re: 'BLOCKED'

tigger-tim — Mon, 28 Oct 2024 17:01:05 GMT

I've rebooted my hub, so have a new IP address. So no longer blocked - at least for now.

So frustrating!

Re: 'BLOCKED'

DPML — Mon, 28 Oct 2024 17:01:24 GMT

Glad it also worked for you

Re: 'BLOCKED'

XRaySpeX — Mon, 28 Oct 2024 17:01:35 GMT

Linky don't compute! Corrected (remove ',' at end of URL) :

@tigger-tim wrote:

When I go to https://ee.co.uk/help/contact-ee/technical-support I