Soundarya S.16:33

If they are using T-mobile, then its a known issue, Jared. We are aware that users using T-mobile are unable to access the sites. Our Engineering team is already investigating it and trying to get in contact with T-mobile support. In such cases, you can advise your client to use other network connection.

16:36

Aha! That would have been good to know from the outset.

16:36

Anyway they just confirmed that T-Mobile is their only internet provider, both home wireless and mobile

Soundarya S.16:37

I'm sorry to know that.

Soundarya S.16:38

Let me check the update on the issue.

16:38

How long has this been a known issue? This user first flagged it for me a couple of weeks ago. I didn't think much of it until I got a complaint from another user today.

Soundarya S.16:40

I can see the issue was reported in the first week of April.

16:41

Makes sense. Doesn't seem great that it's been going on for this long! Is there any public documentation on this? People not being able to connect from one of the main mobile internet providers in the US seems like a pretty big problem!

16:42

(One that, I think, should entitle affected hosting users to refunds/credits)

16:42

Especially since I have to spend time troubleshooting this instead of working on other things. (I know it's not your fault personally!)

Soundarya S.16:43

I totally understand your concern. Unfortunately, our engineers have not yet heard back from T-Mobile regarding this issue. They continue their investigation . We are happy to work with the T-Mobile NOC to resolve it but it is clear T-Mobile is actively blocking the traffic destined to us. Because the traces are never even reported from a transit provider outside the T-Mobile network. The issue must reside inside the T-Mobile network. Even from third parties, their network blocks traces so we have no insight other than, it hits their network and dies.

16:45

Do you know if it is affecting all T-Mobile internet users or just some?

Soundarya S.16:46

It looks like it is affecting most of the users using T-Mobile internet.

Soundarya S.16:47

Please advise your users to make use of VPN or any other network connection , in the meantime.

16:47

That is really not ideal.

Soundarya S.16:47

I totally understand your concern and I know how important websites are for your business.

Soundarya S.16:47

Please be assured, our team is trying their best to get in contact with T-mobile but we haven't heard anything from their end.

16:48

That seems worrisome.

16:51

Can you point me to some public documentation of this problem?

16:51

Why is there no mention of this on the status page? [https://a2status.com/](https://a2status.com/)

Soundarya S.16:52

Unfortunately, we don't have any document on that.

Soundarya S.16:52

The issue is not from our end and that's the reason, its not updated in our Status page, Jared.

Soundarya S.16:52

The issue is within T-mobile network.

16:54

Feels like there should be some acknowledgement on A2's end.

16:54

Given that the issue is with A2 specifically.

Soundarya S.16:57

I totally understand your concern, Jared. I will create the ticket now so that as soon we have an update from them, we will update you via email.

Soundarya S.16:57

I totally understand your concern, Jared. I will create the ticket now so that as soon we have an update from them, we will update you via email.

16:58

ok

16:58

Who can I contact at A2 to ask that they acknowledge this issue publicly?

16:59

And how can I go about getting service credit for this?

16:59

I don't think I should have to pay anything for as long as the hosting doesn't work with a major U.S. ISP

Soundarya S.16:59

You can reply back to the ticket I create and our Team will contact you directly via email.

16:59

ok