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.

[Flyingfemme]

Yes, via my Exchange reseller. No update.

Over the weekend, my partner went travelling. Roaming in Ireland - no email worked (although it did on his US T-Mobile phone). In France he could receive emails but not send them.

[Leanne_T]

Thanks @Flyingfemme

If you would like this looked into further, please get in touch with our tech gurus to see if they can provide any further details. 

Leanne.

[Flyingfemme]

Thanks. I have. Twice. They simply tell me they have no problem and it must be me, my device, or my server. I don't know how I am supposed to influence Microsoft.

[Leanne_T]

Hi @Flyingfemme. 

Hopefully the Exchange team will have an update for you soon. 

Let us know how you get on. 

Leanne.

[lkg40]

I am having the same problem using ee - my exchange emails work fine if I tether to Vodafone.

Our server provider had this to say on 28th July:

"From further investigations today and feedback from one of our customers that has been speaking to EE, it seems they have a known issue with some “hosts” not being reachable. However, we do not have any technical details on what the issue is or what they are doing with regards to it."

It's bonkers there is still not a solution? 

Any update on this ee ?

[Flyingfemme]

Well, at least they are admitting to knowing about a problem now. Still no improvements my end.

[fguk77]

Hi

I've registered to post this. I think I know which service provider you are all using for Exchange emails. This was posted this morning by the service provider.

 Update

August 05, 9:17am GMT

Good morning,

An update regarding work arounds for this issue.

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. 

We hope this will help more users to be able to connect. We've tested this on Both EE and O2 carriers and seem to have consistent success on both.

[Flyingfemme]

Not working on my service provider........

And putting the server name into Safari results in a "cannot open the page because it could not establish a secure connection to the server" message. Doing the same thing on wifi gets me to the Outlook Web Access signin page.

[lkg40]

Latest I know about this is that, according to my conversation with EE this morning, Giacom (who is my Exchange provider? - forgive me but I don't really know the correct jargon) have a configuration issue. If this means anything to you then you can take a look at https://giacom.status.page/incident/359364

[fguk77]

Sorry to hear that. I just forwarded the same advice to two people, one has already responded with a "doesn't work", so may not be the fix we were looking for. 

The other advice was to use the Microsoft Outlook app on your phone to get your emails, not the Apple or Gmail app. I can see you don't get the functionality you need though, so that's no good either.

To confirm this is a weird issue where ownership is not being taken as far as I can see by anyone. Apparently o2 and ee transit to other ISP`s via a company called Lumen, Lumen had an issue with routing at the end of July and now the o2 and ee networks are not communicating properly with the ISP that provides the internet access to the data centre where the Hosted Exchange servers are sat. Doesn't help you to know that, but that is apparently the crux of the matter.