EE Website keeps saying blocked

[xMissGemx]

Hello,

Everytime I try and access the EE website, a white page comes up saying BLOCKED.

I've tried deleting and reinstalling the app, logged on using laptop, even tried on my work computer. I've deleted cookies / cache etc and getting nowhere fast.

My account says used to say how much i had left to pay and now says i can get a free upgrade as I only have 3 months left, went through everything, all the checks to then get the blocked page.

Its getting extremely frustrating. Thanks

 

[jalpesh]

I have the same issue hence i am slowly moving away from EE as technically something is wrong with their network as well as IT support and website. This is happening since Covid and they charge more than any other network. best to vote with your feet like i am, cant even get a copy bill. 

[Katie_B]

Hi @jalpesh. 

Welcome to the EE Community. 

I am very sorry to hear you are experiencing issues with the website and being able to view your bill. 

Are you using the EE app when trying to access your bills?

Speak soon, 

Katie

[tigger-tim]

With a bit more digging, this 'BLOCKED' message seems to come from EE's firewall - Imperva.  

EE seem very eager to block some traffic - and it is catching legitimate users in the net.  Ironically, some of the IP addresses being blocked include other members of the BT family (plusnet in my case).

Given that this has been going on for a couple of years, I guess they're either unaware of the issues, or have decided that losing a few customers is a price worth paying.

As for me, I'm moving the family's contracts elsewhere as they expire.

[tigger-tim]

Just to add.  The moderators on here tend to encourage people to change clear their cache, change browser, etc.  None of these work.  Imperva is working at an IP address level.  The only way to temporarily clear the 'BLOCKED' message, is either to wait a few days, or to reboot your router and hope you get a new IP address.

If you reboot your router, leave it off for a few minutes to maximise the chance of you getting a new IP address.

[sarahturner25]

I am moving to EE and also experiencing this issue.  Can EE please advise, this is very frustrating. 

[Leanne_T]

Hi @sarahturner25 

Thanks for coming here 🙂

Have you tried clearing cookies and cache and opening a different web browser? 

Thanks. 

Leanne. 

[rkhambhaita]

@Leanne_T  

EE keeps going over the same thing, same replies - Instead of sorting out the issue - Can't they see; these many customers writing about the SAME issue -guess where the problem lies......Rocket Science lesson.

[andyward00]

Just ran into the same 'BLOCKED' issue. It would certainly seem like some sort of IP blocking issue, if I switch to use my phones 5G connection, which provides me a different IP address, I can visit the site without issue.

[Peter567]

I am also getting this problem.
Just received a new sim, and cant even select a plan/top-up.
This happens from the website and the app, using wifi.
I can login using the app and mobile data, but when navigating to the "manage mobile" section, just get the "Help, Our websites & app, Digital Society, Our Company" pull down menus. Nothing else.