15-07-2019 04:05 PM
We (and our customers in the UK) are having issues accessing the site www.surveygizmo.com via the EE 4G mobile network. The site can be reached fine via Wi-Fi on our devices and our customer's devices but not via EE's 4G network. It works fine on Vodafone and other providers. Content Lock is disabled on our devices and all other sites load fine.
We've spoken to SurveyGizmo in the US and they cannot find any errors so the fault appears to lie with the EE network. EE technical support have refused to test the URL on their devices (they claim not to have any EE 4G connected devices in their tech support department). Has anyone else come across this issue and does anyone have any advice? It's not a device or region specific issue and the site works fine on other ISPs. If there are any EE customers out there, could you try and load the site on 4G and let me know if it works for you? Thanks, Thom
15-07-2019 04:55 PM
Hi Chris, great question! According to https://ipv6-test.com the problematic site is not IPV6 ready... but neither is our company website but that one does load fine on EE. Could IPv6 non-compatibility be an issue in this way? Thanks, Thom
15-07-2019 05:09 PM
@bfsupport Yes it could very well be. There are numerous issues with EE and sites not being IPV6 compatible.
16-07-2019 09:17 AM
Hi Leanne, Unfortunately, I've spoken to the Technical Support team on the phone and on Twitter and they have said they will not help with this issue and when I pressed them to escalate it to a department that could help, they just advised me to log a complaint with your complaints department (which I have done). If you're able to test the URL (https://www.surveygizmo.com) on an EE 4G device and let me know if it works for you, that would be great. Thanks, Thom
16-07-2019 09:51 PM - edited 16-07-2019 09:52 PM
I also have this issue with the following site:
16-07-2019 10:42 PM
Yep, that URL won't load on EE 4G but works fine on my TalkTalk Wifi (on the same devices, in the same browsers). Very odd.
17-07-2019 08:50 AM
Not sure if this info is of any help, but FYI:
The site is not accessible via T-Mobile 3G either, but as soon I enable ProtonVPN service it loads OK.
17-07-2019 09:00 AM
Hi John, thanks for letting me know. I think T Mobile is part of the EE network, so that would make sense. I'm going to speak to their tech support again today so hopefully we'll get to the bottom of it.
22-07-2019 11:00 AM
Hi @Christopher_G, just to let you know, EE Tech Gurus have been able to whitelist the site we were struggling with so it's now working again for all UK EE customers. Phew! Worth speaking to them if you can. Cheers, Thom
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