EE network changes - email access failure

[Flyingfemme]

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.

[lkg40]

@fguk77. It does help to know! I translate that as meaning, hang on in there, it's a known issue and hopefully there will be a fix eventually. I'll just tether to Vodafone in the meantime. Very frustrating but thankfully I have the option of a work around - some won't.... 😞

[Flyingfemme]

All info is good info. Particularly good to know that it isn't "my problem".

Just not sure how long to give it until I break my contract...........

[EssexBoyEE]

@fguk77 wrote - We've had some positive testing so far with users swapping from 4G to 3G resulting in them being able to access their mail accounts. 

Switching from 4G to 3G will force the Internet Route to use IPV4 over a possible IPV4/6 Route on 4G on EE's Network, so, long shot, could be that the Outgoing Mail Server Authentication doesn't like the IPV6 path on EE's Network Route.

Try setting the APN Profile on the iPhone to IPV4 Only, also if it lets you try the different Authentication Settings within the APN, ie, PAP, CHAP, Auto. 

Note, you will not be able to Change or Edit a APN Profile while its being used as the Default profile, so best to set up a New APN, copy the Info across, then set that to Default with the new settings.

[Flyingfemme]

Nw I'm not a Network Engineer, and I have no wish to be one.....but I came across this on another post

"You are unable to update/change APN settings on an iPhone as these are locked out by the network. These are done by Carrier updates from EE."

And what was the update that EE did lately?

[neil]

Also, a lot of fone now you have not got the option to force 2g 3g etc now, its missing.

[fguk77]

Latest update from the Hosted Exchange supplier is that Outlook app sometimes fixes it, 3G switch sometimes fixes it, swapping mobile network to NOT o2 and EE always fixes it.

The other suggestion was to use a VPN app on your phone (because it routes traffic over another network not o2/EE, sort of!). I investigated some options and found a Swiss VPN provider who seems to be highly recommended, and free for up to 10Gb of data a month, which should cover email usage for 99% of people.

Anyway sign up is easy, no credit card needed, your email is already encrypted, so they shouldn't be able to see your email traffic anymore than o2 or EE can (which is not at all) if you are concerned about privacy. 

This is sounding like an advert here.....promise it isn't.

PrivadoVPN is the name of the app, its in the Apple App Store or Google Play Store.

Other VPN providers do exist, and this advice is given based off Google searches only!!

[MozzaSec]

@fguk77 

You need to tell Giacom to speak to there ISP KCOM and get them to investigate why they are having peering issues with Lumens(L3).

Or get them to change there ISP to the backup (if they have one) and then route the traffic via that, they might also need to check their Edge Firewalls for packet drops, and a block in the ACL's

Have they done any Network Packet Analysis at all

[JohnMaz]

We have a customer that uses a 4G Router, and has problems with routing to https://webmail.Giacomcp.com and any other URL's / servers required for using Outlook or apps.  

Giacom have said this is now being looked at by EE at a high level, but they are frustrated that nothing is happening to resolve it.  As I understand it the issue appears to be with EE's connection to Lumen - Giacom are not a customer of Lumen and so don't have any sway with the connectivity between Lumen and EE.  We have been asked to raise a ticket with EE, to add weight to the complaint, but I suspect this will not necessarily get me anywhere directly, as the 1st Line support may not connect with the high level team.

[Flyingfemme]

So - I am not a Giacom customer. I get my hosted Outlook via a Microsoft reseller. Several levels between me and the sharp end. I don't have the time, or expertise, to solve this one and that's why I pay other people. As a (very) small business I also do not have a "tech department" to dump it on. My phone will not allow the IPV4/IPV6 choice. I CBA with a VPN and I don't want to use the Outlook App because it deprives me of a lot of critical data that I need to carry around with me as Outlook Notes. It also looks far too "play school" to deal with on a daily basis.

The problem is undoubtedly network based since Vodafone works seamlessly.

EE's attitude towards their smaller customers stinks and tells me all I need to know about their corporate culture.

[JohnMaz]

On behalf on my customer (I proved IT support to Small Businesses in the South West0, and also my company, as I have several EE devices that I can replicate the issue on, I have emailed the CEO with details, as part of a two pronged approach. 

I also had a constructive call with a lady at EE Support - I don't have it resolved, but am getting a call back (I hope) once they speak to higher level support.  Initially 2nd line gave her the response it's a Giacom issue, but I said that wasn't really correct - they referred me to Giacom's status page https://giacom.status.page/incident/359364