02-09-2019 03:10 PM
I have a customer which is having trouble connecting to a single internal website since moving ISP (to BTNet) last wednesday when connected to EE network. Website works fine when connected to other providers (02, Voda, Three tested ok) or via other broadband links, so cant see any issue with the way the site or network is configured.
Have monitored the traffic on the external firewall and no traffic seems to arrive when we are trying via EE network (TCP port 443), but again, all works fine when using alternate ISP.
We have other services on the same IP which are working, so its not DNS or straight forward IP routing issue.
In testing, I have also moved the website to another port and this now works on EE network and firewall shows the traffic.
Summarizing, the issue seems to be port 443 routing from the EE network to BTnet network, how do I go about getting troubleshooting/support on this issue?
Thanks for any support advice given.
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02-09-2019 03:16 PM
This is often due to EE, IPv6 and not allowing browser fallback to IPv4.
Can you tell us what the site is that's not working?
02-09-2019 03:20 PM
Hi, I thought this also, but the site works on the secondary port I configured, so i got confused!
Are you able to test from EE network? We have been testing from mobile data 4G devices, which most employees at the company have.
02-09-2019 03:32 PM
The page loads fine on my EE 5G Android, and my EE 4G iPhone.
Is the site on the old port that doesn't work or the new one that does? What exactly are you changing to get it to work?
02-09-2019 03:41 PM
Thanks for getting back to me, that is strange, we have mutliple handsets and mobile data routers and none appear to present the page, but all other networks appear to work ok.
the link shown is the standard port, so this has not been working for us over EE (you are definitely just using mobile data there and not wifi?)
we have the site also running over port 8081 now, so
and this connects up fine on the same devices.
02-09-2019 03:43 PM
Sorry, I don't understand. If their ISP is BT where does the EE network come into it? Are you talking about EE's mobile network or EE's BB network?
02-09-2019 03:47 PM
The office, where the website is hosted is on BTnet internet connection, the staff who work remotely all have EE mobile data routers (on EE mobile network) to connect to the website hosted in the office. Since the BTnet link went live (last wednesday) users have not been able to connect to the website when they are on the EE network. All other networks are connecting to the site ok.
02-09-2019 03:56 PM
Thanks for that, I have had another external contact confirm they also see the login page over mobile data, very bizarre that we have a number (50+) users all reporting the same failure. Will keep investigating, but thanks for confirming its not all of EE network.
02-09-2019 04:01 PM
Could try some network tools when it's not working like nslookup and traceroute and see if you can see any issues. Is there any corporate policy blocking access to any sites for these workers?
by max1486 Tuesday