EE/BT Blocking access to mail.micloud19.com

[Gill98]

Hi,  

I have called in a few times to try and get this resolved, to no avail.

I can not access my work emails (outlook) on my home computer with EE as a provider.  It gets immediately blocked and says to check the proxy and firewall settings.   The only way to get access to them at home is to turn the wifi off on my phone and access them through 4g on my phone, but this is of no use with much larger emails with attachments needed from computer etc.

Mail.miclould19.com works perfectly well on the work broadband provider and other broadband providers as it has been checked to see if it was a universal problem.  But no, only my ee/bt provider.

The older email address mail.micloud5.com is allowed through and works, but everyone has been migrated to the newer email mail.micloud19.com as this is the newer version as the micloud5 is no longer being supported.  

I am having to screen share from home to the work computer to access my work emails, but this is my no means ideal as that computer will no longer be available, leaving me unable to work on emails.

This needs sorting urgently please.

Regards.

Gillian

[WillKirk]

I can access that page on EE home broadband without any issue, though I would suggest not putting the domain to your work email on a public forum… but either way, I can get to it so it does not appear to be an EE problem overall.

[JimM11]

@Gill98 Are you sure you are using the address correctly as you have a few typos in the posting!

[Gill98]

Hi,

I was under the impression from the call handler that I would be messaging he complex faults team, not a public forum.  They said it was the only way to communicate with them 😞

I had to put in the main address in or they would not know what address I am talking about, but you have to put your email and password in to access your actual emails. 

It is interesting to know that it is not a universal problem.  She talked me through looking at sites that had been blocked on the safe search part of the hub, but it was not there.   I can't get back onto it now to even check it again as the ee app is so fickle.

Did you have to do anything to allow access to this site.

Kind regards.

Gill

[WillKirk]

Not from an access point of view. I am on a Mac that uses Private Relay, a VPN-like service, which I turned off to test to make sure I was using EE's public IP Address. With it on and off, Outlook Web Access is accessible with both the 19.com and 5.com addresses. So, I know that's not useful to you, but in a way it could narrow down the issue. If you have another computer on the premises, does it also have the same issue, or using the broadband still, not 4G, can it access the addresses?

It is always 'possible' that it is linked to the public IP Address EE has assigned your broadband connection and it has been blacklisted for some reason, though as it is specific to your work email, I doubt it — but you can always renew that public IP by switching your router (and ONT if on Full Fibre) off for 5-10 minutes then back on again — should give you a new public IP Address from the pool. If you still have access issues, and it is only your computer… then it will be something on your computer stopping you. If it also happens to another PC at your premises, then… I am unsure, unless both computers have something third-party in common like running McAfee, which is always a bad idea.

[Gill98]

Yes, it is correct.  I just copied and pasted it from the webmail access from the work computer.

Apologies for any typos, I was just trying to get the problem across to them and did not double check my message...

[XRaySpeX]

Are you using a Mail app or client on your PC with mail.micloud5.com as its email server or is it just a Web address you access thro' a browser?

[Gill98]

Hi, we had a new broad box sent out as the other one had issues anyway.  The new broad box is exactly the same.   

The only reason I am sure is it something to do with the broad band as is blocks access to the emails on both my and my husbands phones too.  The only way to get access is to turn off the wifi and use the 4g and then it connects.  It is crazy.

I will check later if anyone else can get access to the address.  I have not unplugged the router for any length of time.  It was only off for a few minutes when I changed over the hub.

What is ONT?

[Gill98]

Hi,  

Just trying to gain access through the web browser for now.  I can not go through the app as is will not connect either, it is blocked.

Is that telephone number better, I tried 0808 100 6778 and did the same options, but they informed me that I could not contact the complex team directly and had to go through here.   I am hoping they will see my post.

[XRaySpeX]

This is just a user discussion group. No way any complex team is gonna notice this.

That 0808 no. is for BT. Try calling EE CS on the Freephone no. (opt 2) in my sig.

I can access both Webmails thro' my EE Full Fibre connection.

ONT = Optical Network Terminal, the OR box on the inside wall where your FTTP comes in & is connected directly to router by Ethernet.