My EE Website blocked

[adzcriz]

So I was in My Account and clicked banner at the bottom asking "was this page correct" and then the whole EE website blocks me ... 

I've cleared cookies and cache.

I can access it from my phone If i switch Wifi off. My Fibre is provided by BT.

Below is what I see

what I see

[Robbie_]

Thanks James, Appreciate your help. Rob 🙂

[James_B]

No problem @Robbie_ 🙂

James

[DPML]

Hi,

I am having exactly the same issue - I've recently joined EE after having to move because Plusnet are closing however I'm having non stop issues with the latest being blocked from accessing the EE website and my account.

The app doesn't work, can't speak to anyone on the phone, still waiting for a reply from your social media team and unsure if my 2 numbers are being ported over to EE.

Not much confidence in EE right now.

[Leanne_T]

Hi @DPML 

Thanks for coming here. 

Have you been able to log into your My EE account since you posted?

If not, can you try deleting the app, then going to your app/play store and redownloading the My EE app. 

Does this work for you? 

If you give us a call on 150, the team will be happy to check the port in for you and let you know when the numbers will transfer. 

Leanne 🙂

[sircompo]

Hi Leanne,

I have the same story as DPML - Migrating from Plusnet. This network issue makes for a very poor onboarding experience.

User "madasaf1sh" reported this issue last year and identified the root cause. EE use Impervia to protect their network, and for whatever reason, Impervia seem to be overly trigger-happy when it comes to blocking Virgin Media IP addresses (this may also affect other ISPs).

Please escalate this to your Network Infrastructure team; it's not an app or user account issue, and can only be resolved by an EE SysAdmin.

NOTE: Simply unblocking the affected Virgin Media IPs should not be considered a fix, as it'll likely just keep happening.

Also, it's evident that details of this issue should be added to your customer service system to avoid time wasting requests for app reinstallations and other ineffective activities.

I'll be happy to liaise with your 3rd line support staff if any detailed information is required, although (with some digging) there should be sufficient data in your access logs to identify the blocked IP addresses that are causing this for myself, DPML, and likely countless other customers.

Kind regards,

Dave.

[Christopher_G]

Hi @sircompo 

We fed this back to our web team again last week. Can you confirm if you're still getting this issue please?

Chris

[sircompo]

Hi Chris.

Thanks for following this up. It seemed okay last time I checked a few days ago. That's not to say the underlying issue is fixed, but that's something for your network engineers to lose sleep over 😁

I did just try to double check, but it seems your My-EE app and website are down for maintenance at the moment.

Good luck with the upgrades and/or firefighting! 

Dave.

[Christopher_G]

Thanks for getting back to me, @sircompo.

If you see the problem again, could you let us know please?

Thank you.

Chris

[Georgina51]

A year after this thread EE seems to be blocking their legitimate customers again.

I cannot get into my account and just get the BLOCKED message. Shame as I was logging in to upgrade, instead probably prompts me to move my phone to another provider.

[James_B]

Thanks for flagging this @Georgina51 

I'll raise it with our support teams now.

James