topic Re: EE/BT Blocking access to mail.micloud19.com in Broadband & Landline

EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 09:50:51 GMT

Hi,

I have called in a few times to try and get this resolved, to no avail.

I can not access my work emails (outlook) on my home computer with EE as a provider. It gets immediately blocked and says to check the proxy and firewall settings. The only way to get access to them at home is to turn the wifi off on my phone and access them through 4g on my phone, but this is of no use with much larger emails with attachments needed from computer etc.

Mail.miclould19.com works perfectly well on the work broadband provider and other broadband providers as it has been checked to see if it was a universal problem. But no, only my ee/bt provider.

The older email address mail.micloud5.com is allowed through and works, but everyone has been migrated to the newer email mail.micloud19.com as this is the newer version as the micloud5 is no longer being supported.

I am having to screen share from home to the work computer to access my work emails, but this is my no means ideal as that computer will no longer be available, leaving me unable to work on emails.

This needs sorting urgently please.

Regards.

Gillian

Re: EE/BT Blocking access to mail.micloud19.com

WillKirk — Tue, 15 Jul 2025 09:35:49 GMT

I can access that page on EE home broadband without any issue, though I would suggest not putting the domain to your work email on a public forum… but either way, I can get to it so it does not appear to be an EE problem overall.

Re: EE/BT Blocking access to mail.micloud19.com

JimM11 — Tue, 15 Jul 2025 09:40:37 GMT

@Gill98 Are you sure you are using the address correctly as you have a few typos in the posting!

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 09:46:07 GMT

Hi,

I was under the impression from the call handler that I would be messaging he complex faults team, not a public forum. They said it was the only way to communicate with them 😞

I had to put in the main address in or they would not know what address I am talking about, but you have to put your email and password in to access your actual emails.

It is interesting to know that it is not a universal problem. She talked me through looking at sites that had been blocked on the safe search part of the hub, but it was not there. I can't get back onto it now to even check it again as the ee app is so fickle.

Did you have to do anything to allow access to this site.

Kind regards.

Gill

Re: EE/BT Blocking access to mail.micloud19.com

WillKirk — Tue, 15 Jul 2025 09:52:51 GMT

Not from an access point of view. I am on a Mac that uses Private Relay, a VPN-like service, which I turned off to test to make sure I was using EE's public IP Address. With it on and off, Outlook Web Access is accessible with both the 19.com and 5.com addresses. So, I know that's not useful to you, but in a way it could narrow down the issue. If you have another computer on the premises, does it also have the same issue, or using the broadband still, not 4G, can it access the addresses?

It is always 'possible' that it is linked to the public IP Address EE has assigned your broadband connection and it has been blacklisted for some reason, though as it is specific to your work email, I doubt it — but you can always renew that public IP by switching your router (and ONT if on Full Fibre) off for 5-10 minutes then back on again — should give you a new public IP Address from the pool. If you still have access issues, and it is only your computer… then it will be something on your computer stopping you. If it also happens to another PC at your premises, then… I am unsure, unless both computers have something third-party in common like running McAfee, which is always a bad idea.

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 09:52:54 GMT

Yes, it is correct. I just copied and pasted it from the webmail access from the work computer.

Apologies for any typos, I was just trying to get the problem across to them and did not double check my message...

Re: EE/BT Blocking access to mail.micloud19.com

XRaySpeX — Tue, 15 Jul 2025 10:08:13 GMT

Are you using a Mail app or client on your PC with mail.micloud5.com as its email server or is it just a Web address you access thro' a browser?

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 10:16:14 GMT

Hi, we had a new broad box sent out as the other one had issues anyway. The new broad box is exactly the same.

The only reason I am sure is it something to do with the broad band as is blocks access to the emails on both my and my husbands phones too. The only way to get access is to turn off the wifi and use the 4g and then it connects. It is crazy.

I will check later if anyone else can get access to the address. I have not unplugged the router for any length of time. It was only off for a few minutes when I changed over the hub.

What is ONT?

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 10:20:20 GMT

Hi,

Just trying to gain access through the web browser for now. I can not go through the app as is will not connect either, it is blocked.

Is that telephone number better, I tried 0808 100 6778 and did the same options, but they informed me that I could not contact the complex team directly and had to go through here. I am hoping they will see my post.

Re: EE/BT Blocking access to mail.micloud19.com

XRaySpeX — Tue, 15 Jul 2025 10:37:14 GMT

This is just a user discussion group. No way any complex team is gonna notice this.

That 0808 no. is for BT. Try calling EE CS on the Freephone no. (opt 2) in my sig.

I can access both Webmails thro' my EE Full Fibre connection.

ONT = Optical Network Terminal, the OR box on the inside wall where your FTTP comes in & is connected directly to router by Ethernet.

Re: EE/BT Blocking access to mail.micloud19.com

WillKirk — Tue, 15 Jul 2025 14:56:53 GMT

Just by chance I was checking out the Advanced Web Protect, under Broadband, on my app and saw something was blocked today on my Mac:

That being the case, I was wrong and it IS EE. And it looks like the only way to beat it is to turn the protection off altogether:

(if images not showing, need approval then they will show).

Try turning Advanced Web Protect off in your app, and then see if your problem disappears, even if as a temporary solution while you gain evidence to beat EE over the head with it.

Re: EE/BT Blocking access to mail.micloud19.com

JimM11 — Tue, 15 Jul 2025 15:22:25 GMT

@WillKirk No stick would be big enough, all the oops have to be taken care off in a process! Hopefully app is working!

Re: EE/BT Blocking access to mail.micloud19.com

XRaySpeX — Tue, 15 Jul 2025 15:34:41 GMT

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 18:28:22 GMT

Hi,

Yes I stumbled across that just now earlier today. Trouble is it will only allow access for an hour (a flipping hour) then it blocks it again. I am concerned about turning it off completely due to threats etc. I feel I need to call them again as I have screen shot like you to prove it is actually EE that is blocking it.

Thank you for taking the time to respond to me, you have been most helpful.

Do you know if there is a way of allowing that website all the time. Perhaps if you complain too they might actually start listening and know it is a them problem. What do you think.

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Tue, 15 Jul 2025 18:30:24 GMT

Indeed, they would not listen when I was telling them that people with vastly more experience (the actual provider of the Exchange network email systems) has confirmed after looking on my computer that it was in fact them. Arghhhhhhhh

Re: EE/BT Blocking access to mail.micloud19.com

XRaySpeX — Tue, 15 Jul 2025 18:35:19 GMT

@Gill98 wrote:
Do you know if there is a way of allowing that website all the time.

Probably by switching your DNS away from EE's.

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Wed, 16 Jul 2025 10:57:54 GMT

I did this and allowed access to the mail19 etc. Trouble is it only allows access for 1 flipping hour, then you have to do it again. I can't see anywhere that allows access forever without turning the whole web protect off which I do not want to do. Did it give you just an hour on yours.

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Wed, 16 Jul 2025 10:58:48 GMT

Does that mean changing broadband provider? I really want to avoid that if possible.

Re: EE/BT Blocking access to mail.micloud19.com

XRaySpeX — Wed, 16 Jul 2025 12:33:51 GMT

Not at all! I would never have suggested it if it did.

To try to get round this issue switch the DNS in the router, under Advanced > My Network > IPv4 Config > DNS Servers, away from EE's Auto ones to Manual with 1 of these public DNS pairs:

OpenDNS   :	208.67.222.222 & 208.67.220.220
Google DNS:	8.8.8.8 & 8.8.4.4 
Cloudflare DNS	1.1.1.1 & 1.0.0.1

Re: EE/BT Blocking access to mail.micloud19.com

Gill98 — Wed, 16 Jul 2025 13:05:28 GMT

I am presuming you would need to turn of the auto option to make this happen.

I will need to call them again to explain all this to them I think?

Thank you for being so helpful.