topic Re: EE network changes - email access failure in Apple Devices

EE network changes - email access failure

Flyingfemme — Tue, 26 Jul 2022 13:52:05 GMT

Yesterday I had two text messages to say that EE had updated my network settings and I should reboot my phone. Did it this morning and, instantly, I cannot send or receive emails on phone data. My colleague landed at Heathrow this morning and turned on his phone - same problem. Email access is fine over two different wifi providers at home and work and his US phone can access the email servers. PC and other devices also fine.

EE claim it is nothing to do with anything they have done.....yet the call centre lady said she has had "lots" of calls with the same problem this morning.

Anyone else got the same problem? If so, can you share a fix? If not I shall be moving my company account quick-smart. Can't operate without mobile emails.

Re: EE network changes - email access failure

James_B — Tue, 26 Jul 2022 16:13:03 GMT

Hi @Flyingfemme,

Is it only your email app that is affected?

Can other apps use mobile data successfully?

James

Re: EE network changes - email access failure

Flyingfemme — Tue, 26 Jul 2022 16:21:37 GMT

Hi James,

other mobile data seems to work. It is my Exchange Server that is causing the aggro.

The Apple mail app cannot establish a connection to the server (tried deleting the email account and adding it again - now I have no emails at all) and typing the server address into Safari (with https) gets me a message saying that a secure connection cannot be established.

All other methods of accessing this server are fine and it worked on my phone until the EE update was applied.

My Exchange provider is looking at the problem as well.

Re: EE network changes - email access failure

James_B — Tue, 26 Jul 2022 16:45:45 GMT

Hi @Flyingfemme,

If mobile data is working as normal for other apps, it suggests the issue is with your email settings or server.

Can you try downloading a different email app and let me know if you see the same issue?

Thanks

James

Re: EE network changes - email access failure

Flyingfemme — Wed, 27 Jul 2022 10:13:36 GMT

I installed Outlook and that works fine on exactly the same settings. It doesn't make sense and why would we get exactly the same problem on two iPhones at exactly the same time.

Re: EE network changes - email access failure

James_B — Wed, 27 Jul 2022 10:27:30 GMT

Hi @Flyingfemme,

I'd recommend contacting Apple Support to see if they can help with the issue you're seeing in the Mail app.

James

Re: EE network changes - email access failure

Flyingfemme — Wed, 27 Jul 2022 14:02:57 GMT

It's something EE have changed in their network settings that is disagreeing with Apple security. I have no way to change anything that will influence it.

We have several phones in the office and, putting the US roaming SIM into a UK (EE) phone that is not allowing email pickup in the native Apple email app - we now get emails without a problem. If I put my UK EE SIM into the US phone (unlocked and was working) I cannot get access to the email server.

I have updated my IOS to 15.6 (earlier than I would have liked), reset network settings, deleted and reinstalled my Exchange email account (more than once) and everything still works fine on wifi but I cannot access the secure email server on EE data.

EE will not discuss what they have changed, so I cannot test/check anything else. The server in question has a current SSL certificate, so it cannot be that. I expect to be able to access a hosted Exchange account without any problems - it's not like I am on some weirdo personal mail server.

Re: EE network changes - email access failure

Flyingfemme — Wed, 27 Jul 2022 14:25:36 GMT

So I deleted the mail account again and added it back as an "other" account rather than an Exchange. It worked and is loading emails......but I get no contacts, calendar or notes by doing that.

SO, the question is - what is checked for an Exchange account that is not for another type of account? And is it down to Apple (doesn't seem likely if another iPhone (US) is working on the same parameters) or EE?

Re: EE network changes - email access failure

James_B — Wed, 27 Jul 2022 14:26:52 GMT

Hi @Flyingfemme,

I'm not aware of any account level network settings that would affect the use of your Mail app, but our Technical Support Team will be happy to take a more detailed look if Apple Support are unable to help.

James

Re: EE network changes - email access failure

Flyingfemme — Wed, 27 Jul 2022 14:52:54 GMT

Ad Tech Support are still saying it can't be them.....but the same physical phone with all the settings it has will work on a roaming US T-Mobile SIM but not on my domestic EE SIM.

This is a critical safety matter for our business. So we will buy a PAYG O2 SIM and, if that works then our account goes to them.

Re: EE network changes - email access failure

neil — Wed, 27 Jul 2022 15:45:39 GMT

i dont know the exchange port number to hand, but thats what i think thy have done. blocked the port that your exch server uses.

late last year, i used to be able to connect to my home cctv. but now i cant. timeout. spoke to the dozy idiots who blame me and my equipment like yourself...

i too changed sim and it worked with that.

i had to change my system port number, and in the remote apps/web use and now it works again, but ee refuse to see a problem...

Re: EE network changes - email access failure

neil — Wed, 27 Jul 2022 15:48:13 GMT

also your statement "the call centre lady said she has had "lots" of calls with the same problem this morning." yet you still get the blame for dodgy iphone...with no hint of help...

Re: EE network changes - email access failure

Flyingfemme — Wed, 27 Jul 2022 17:24:04 GMT

Thanks for the info. There doesn’t seem to be a way to change ports on the Exchange option in the email app.

i also cannot access the server in secure mode through Safari - don’t think that is port dependant.

Re: EE network changes - email access failure

Miroslav1332 — Wed, 27 Jul 2022 17:26:26 GMT

Re: EE network changes - email access failure

James_B — Wed, 27 Jul 2022 17:55:39 GMT

Hi @Flyingfemme,

Have you been able to contact Apple Support to see if they can offer any advice?

James

Re: EE network changes - email access failure

Flyingfemme — Wed, 27 Jul 2022 19:18:43 GMT

No joy from Apple but I have heard from the Exchange team. Apparently there is a known problem, specifically with EE and they are working on it.

A bit of honesty in tech support would go a long way..................

Re: EE network changes - email access failure

MozzaSec — Wed, 27 Jul 2022 19:54:42 GMT

Is your Exchange Server On-Prem, Hosted or O365

As I havent seen any reports from my users about EE and Office 365, and my work (BYOD) Phone (Pixel 6 Pro with Outlook), hasn't had any issues with Outlook

I do know that there are issues with Modern Authentication and the Apple Mail Client, so wonder if its not passing the authentication traffic.. Hence Outlook works...

If not then its an issue your IT Department will need to fix.

Re: EE network changes - email access failure

Flyingfemme — Thu, 28 Jul 2022 09:31:25 GMT

My email is Exchange hosted and I use the native Apple mail app with the Exchange option at setup to get contacts, calendars and notes on the same account.

This morning I bought a couple of PAYG SIMs from other networks to test........

O2 has the same server access problem

Vodafone works fine.

So it is definitely some sort of network problem, not the physical phone and not Exchange. My question is still, "What changed"?

Re: EE network changes - email access failure

Flyingfemme — Mon, 01 Aug 2022 14:58:34 GMT

So, almost a week and still no solutions. I can get my emails with the Outlook app - but the contacts simply will not download and there is no way to get Outlook notes onto the iPhone at all.

I use Notes a lot...........especially when out and about.

The total lack of contacts means I get no names tagged onto calls or messages and have no way of calling other people - unless I can remember their number.

Vodafone is starting to look very good.

Re: EE network changes - email access failure

Leanne_T — Mon, 01 Aug 2022 15:24:27 GMT

Hi @Flyingfemme

Have you contacted your Exchange team for an update to see if they have any further details?

Leanne.