19-06-2019 03:32 PM - last edited on 19-06-2019 07:57 PM by MikeT
I need help with the following please EE
We have had a new website done and is working, but users on EE broadband are seeing our old website and I believe this is due to changeover from IPV4 to IPV6, can someone at EE please advise how to get over this issue is there something you can please do at your end so customers on EE get to see our new website.
19-06-2019 08:24 PM
EE Home BB doesn't use IPv6.
What is the website & how would I know whether it's the old or the new?
19-06-2019 08:34 PM
The web address is https://www.arkwrightinsurance.co.uk
The old website has a video playing at the top part of the site
The new website has a slider images at the top part of the site
19-06-2019 08:42 PM
I'm on EE BB. I'm not sure if this is what you mean by a slider:
19-06-2019 08:58 PM
The problem is how you have coded your website not IPV4/6
19-06-2019 09:02 PM
Do you have any suggested what part of coding might be affecting it ?
Are u able to advise if someone is on ee 4g if they are seeing my old website
19-06-2019 09:28 PM
Yes, I'm on EE BB.
Your problem is not with IPvn but with EE's DNS. It must be still pointing at your old site. I don't use EE DNS; haven't done for ages.
Your EE Home BB users should be able to get round this issue by switching the DNS in the router away from EE's ones to Manual with 1 of these public DNS:
OpenDNS : 22.214.171.124 & 126.96.36.199 Google DNS: 188.8.131.52 & 184.108.40.206
Cloudflare DNS 220.127.116.11 & 18.104.22.168 Norton DNS: 22.214.171.124 & 126.96.36.199
19-06-2019 10:32 PM
Thank you XraySpex
Do you have EE mobile if so would you please able to try the site using 4g or 3g data and not wifi? as some of customers have found this to be a problem also but only when they are on EE and SKY network.
From what you are saying every customer would have to change their DNS settings on their router which is a big thing to do.
Not sure EE technical department could help at all
19-06-2019 11:16 PM - edited 19-06-2019 11:38 PM
No, but it seems OK from an O2 mobile, altho' in this view nothing slides.
Yes, all your users will need to change the DNS in their routers. It not an enormous thing to do:
For BrightBox routers: Login & go to Basic tab & fill in a public DNS pair from my previous table:
DNS IP Address Manual Primary DNS Secondary DNS
For Smart Hub routers: Login & go to Advanced Settings / Broadband & fill in a public DNS pair from my previous table:
DNS Type: o Auto @ Manual
Either that or wait for the EE DNS to catch up.
19-06-2019 11:30 PM
Thank you again
I think we will have to wait for EE to catch up as wifi users are fine on EE but issue is there for 4g on EE.
Not sure how we are to tell general public who use 4g on EE or sky home broadband to change dns settings
If you have any further info please share it with us but you have been a great help
19-06-2019 11:42 PM
Sorry, are you now saying that this only affects users accessing your site from EE mobile phones? As I thought previously you were referring to EE BB, DNS might not be the answer but IPV6
19-06-2019 11:45 PM
Sorry I mislead you my bad I mentioned about broadband but owner of the site poked me and said its only EE users using mobiles and when they have their 4g data on. On wifi it's fine
If it is ipv6 what can be done please ?
19-06-2019 11:59 PM
@mohammeduk : It might just be an EE IPv6 issue. Recently EE introduced IPv6 on its network, but it doesn't fall-back to IPv4 nicely.
20-06-2019 12:01 AM
Thank you have been really helpful
20-06-2019 12:02 AM
Thanks! You're welcome 🙂 ! Glad I could be of assistance.