URGENT: EE Content Control: Whitelist our website domain

[storylane]

Dear EE Team,

We are saas based company which provides web based software for Interactive Demo Building 
more details at:  https://www.storylane.io

We observe that our various UK based customers, who are on EE network, are not being able to access our online website at https://app.storylane.io  since last couple of days.

We have confirmed, all other customers from different geographic locations are able to access the website correctly.

Evidently there is some blocking that is happening at the EE network level. 

We request you to kindly whitelist our domains app.storylane.io and *.storylane.io as wildcard to ensure that all our services are accessible to the EE network users.

Thank you.

[bristolian]

No problems loading your website over EE mobile here.

Have you checked whether the affected users have their Content Lock set to moderate or off? Traceroutes might be useful if that's been verified.

[storylane]

Thanks for the response. I am checking the Content Lock with the customer.

Meanwhile, could you please confirm that you tried accessing  https://app.storylane.io and that you see the Login page ?

[storylane]

Here is what our customer is getting from traceroute
 

[Ali_A]

Hi @storylane 

Have you managed to identify any common set up for the users who are unable to access your site? 
For example only iPhone customers experience an issue, or it only affects users connected via 4G but not 5G, etc? 

Ali 

[marianicolae]

Hi @Ali_A, 

We've observed that people on EE or BT network providers are not able to access it, no matter their device type. However, people on the GiffGaff network were able to access it. 

Are you able to access https://app.storylane.io while connected to an EE/BT network? 

[storylane]

hi there,

So here are the DNS servers which are not able to resolve our domain:

here you see in the screenshot:

And once they change the DNS Server to  8.8.8.8 and 1.1.1.1 - the website starts to work.
so it seems there are issues in the DNS resolver of the EE Network.

[Ali_A]

Thanks for trying the public DNS @storylane 

I'll flag this up to the team so they can investigate, and get back to you when I have an update. 

Ali 

[storylane]

Thanks @Ali_A 

Looking forward to the resolution.

[storylane]

hi @Ali_A 

Is there any update on the resolution ?
Anything required on our side to be done to have it resolved ?

Kindly let me know. thanks.

regards,
Storylane