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.

[johnsagar85]

I’ve emailed all our staff who are on EE to try and access our website using mobile data and many are experiencing the same DNS errors.. I am considering going through the process of switching the name servers back to cloudfare, but this will be a lot of hard work 

[Chyriwsky]

I know you're trying to help, but please stop advising web devs. You're not EE customer support, you could send the wrong message.

[XRaySpeX]

@Chyriwsky : I'm as entitled to post here as anyone else. That's what a forum is!

[marcoinit]

I have just spoken to Siteground and last night they sent all the details EE requested so things are being done, just not quicker enough!

[Juliana_F]

We are having this problem on 2 mobile phones and a 5G router, all using different SIMS. We can't reach our company websites hosted by Siteground (Safari "can't find the server") and I can't access my personal domain, or send or receive emails, also hosted by Siteground. There are no parental controls on any of these. Thankfully our business emails are not hosted by Siteground; if they were, we simply wouldn't be able to work and I would be cancelling my EE contract right now.

The guy at Siteground told me there is a problem with a DNS resolver, which I believe means there is a problem connecting domain names with IP addresses. On my call this morning, EE are blaming this on Siteground, but as a non technical person, I don't see how this problem could originate with them. 

[Chyriwsky]

You are, however the way you're coming across is that of EE support.

Look at your signature and your responses. Also a lot of them are in the wrong direction. I thank you for your help, but I think it's time to bow out 

[Chyriwsky]

I'm not sure how it could be Sitegrounds fault. That is really bizarre. Id be very interested in hearing more. But more importantly EE needs to make a statement and fault tracker so we can see progress. 

I'm in the process now of moving servers which is going to cost us a lot of money

[XRaySpeX]

@Chyriwsky : Am I? I don't think so! I'm not marked as an EE employee; I'm just a user like you. Anyway I made a valid point based on the factual experience of 1 of the other users encountering this issue. It ties in with your DNS theory 😉 !

[Juliana_F]

If the problem were with Siteground, it's not clear why I can access email and these websites using my WiFi at home. The problem only occurs when I attempt to do so using EE.

[Steve_BT]

Hi All, 

My name is Steve and I work in BT Networks. People may know me as steve_m on the BT Community forum.

I've created this account to let you know that BT/EE are taking this issue extremely seriously and I fully understand the frustrations this is causing (I am a siteground customer outside of work too).

This is by no means an official BT/EE update 🙂

The investigation is in full flow with the highest level of support from SiteGround. At a high level, the issue looks:

• To sit within DNS and not Parental Controls
• Affect a subset of EE Mobile users, depending on which core site their connection is being served from. This can potentially change after airplane mode, losing signal, switching cells etc.

I personally feel the issue sits outside of both BT/EE and Siteground DNS infrastructure and is more likely routing between the 2 parties. This is the active focus of investigation. 

Steve