EE Blocked Siteground Websites

[Babakbyatt]

I have 298 websites hosted on SiteGround. Any client using EE Mobile cannot access their website. SiteGround support said because the SiteGround support team is in Bulgaria, they cannot identify the issue with EE because they do not have access to EE mobile phone. This is ridiculous, I will take legal action for damaging my business.

[marcoinit]

Ive just had this on a ticket from Siteground:

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We are currently checking the issue. Please allow us some time.

We will update the ticket as soon as possible.

Thank you for the patience in advance.
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Before they were just telling me I need to contact EE - but I put pressure on them by saying:

"If I was a provider of a service and that service had to go through another service provider who was blocking me I would be on the phone to them as I have my customers best interests at heart...."

[marcoinit]

Thanks Mate

But I have too many websites to do this PLUS not all of my sites I have DNS record access.

But it does confirm one thing, EE are not liking Siteground IP's 

[timg6snl]

I have sent an email here to see what they say, others might wish to engage >  safeguard@ee.co.uk

[Chyriwsky]

They probably are on the phone to them, but awaiting updates. So they have nothing to say yet.

[JohnMaz]

You will have seen my reply Rachel, thank you for offering to Help.  Hopefully you can escalate this fault to your top level technical staff so they can investigate the DNS fault.

[JohnMaz]

Hi Everyone,

Just a quick update.  I managed to get through to a Tech Support, level 1 Supervisor, who was very helpful and seems to understand the technical DNS issue we are all having.

To summarise:
EE DNS servers cannot resolve a DNS query. I suspect this is when the Authoritative Domain servers are: ns1.siteground.net (or ns2.siteground.net).  We do not yet know exactly why, but if we bypass EE DNS by any means on the device that fails then the websites that are also hosted at siteground work fine.

The has seen this forum thread, so he's aware that some of you have a lot of websites affected. 

He said he will escalate this higher up, and when he has some answers he will have the EE community support team update us here.  He did say that it could take 48-72hrs.

[ee_user14]

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@Babakbyatt wrote:

I will take legal action for damaging my business.

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What basis do you think you have for legal action? And whom do you intend issuing proceedings against? And how have you quantified your alleged loss?

[bristolian]

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@Chyriwsky wrote:

the majority of us complaining are web developers who have the know how to figure out that this is a DNS issue with EE and switching network resolves the issue.

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Unfortunately, this is the problem with CS for most companies these days. The technical escalation process has to tick certain boxes before faults can be raised, and those boxes often include (what power-users will perceive as) very basic questions to rule out the obvious.

It can be incredibly frustrating, but unless you have direct contacts into technical areas to bypass frontline CS, there is rarely a way around it. EE is not alone here.

[JohnMaz]

Well I would say that it doesnt like the ns1 or ns2.siteground.net DNS servers.  

I just tested by creating a dummy A record on a different domain I have access to (https://gliding.mazingtree.com ), and that returns the IP of the siteground webserver (I used the same IP as my problem website).  As a simple test it displays only the default shared hosting page (becauser the URL isnt correct it will not display the actual website). 
I believe that if you have DNS hosting somewhere other than with siteground, then the website being at siteground will be working, and could be a useful workaround, as it's easier to move the DNS hosting than to move a website. 

[Babakbyatt]

They are deleting my comments. We need to discuss on twitter.