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.

[James_B]

Hi @Flyingfemme,

Is it only your email app that is affected?

Can other apps use mobile data successfully?

James

[Flyingfemme]

Hi James,

other mobile data seems to work. It is my Exchange Server that is causing the aggro.

The Apple mail app cannot establish a connection to the server (tried deleting the email account and adding it again - now I have no emails at all) and typing the server address into Safari (with https) gets me a message saying that a secure connection cannot be established.

All other methods of accessing this server are fine and it worked on my phone until the EE update was applied.

My Exchange provider is looking at the problem as well.

[James_B]

Hi @Flyingfemme,

If mobile data is working as normal for other apps, it suggests the issue is with your email settings or server.

Can you try downloading a different email app and let me know if you see the same issue?

Thanks

James

[Flyingfemme]

I installed Outlook and that works fine on exactly the same settings. It doesn't make sense and why would we get exactly the same problem on two iPhones at exactly the same time.

[James_B]

Hi @Flyingfemme,

I'd recommend contacting Apple Support to see if they can help with the issue you're seeing in the Mail app.

James

[Flyingfemme]

It's something EE have changed in their network settings that is disagreeing with Apple security. I have no way to change anything that will influence it.

We have several phones in the office and, putting the US roaming SIM into a UK (EE) phone that is not allowing email pickup in the native Apple email app - we now get emails without a problem. If I put my UK EE SIM into the US phone (unlocked and was working) I cannot get access to the email server.

I have updated my IOS to 15.6 (earlier than I would have liked), reset network settings, deleted and reinstalled my Exchange email account (more than once) and everything still works fine on wifi but I cannot access the secure email server on EE data.

EE will not discuss what they have changed, so I cannot test/check anything else. The server in question has a current SSL certificate, so it cannot be that. I expect to be able to access a hosted Exchange account without any problems - it's not like I am on some weirdo personal mail server.

[Flyingfemme]

So I deleted the mail account again and added it back as an "other" account rather than an Exchange. It worked and is loading emails......but I get no contacts, calendar or notes by doing that.

SO, the question is - what is checked for an Exchange account that is not for another type of account? And is it down to Apple (doesn't seem likely if another iPhone (US) is working on the same parameters) or EE?

[James_B]

Hi @Flyingfemme,

I'm not aware of any account level network settings that would affect the use of your Mail app, but our Technical Support Team will be happy to take a more detailed look if Apple Support are unable to help.

James

[Flyingfemme]

Ad Tech Support are still saying it can't be them.....but the same physical phone with all the settings it has will work on a roaming US T-Mobile SIM but not on my domestic EE SIM.

This is a critical safety matter for our business. So we will buy a PAYG O2 SIM and, if that works then our account goes to them.