Tutor
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11 Messages
AT&T Wirless users cannot load my website
I posted a thread on this a while back and it was never resolved, nor did anyone from AT&T step in to offer support.
We're getting completely brick walled by AT&T on an issue half a dozen users of my website are having.
Here's the scenario: It's one Android user, 5 iPhone users. The iphone users are on IP6 and IP7's, so it's not one specific platform.
They can load out website completely fine when they are on wifi - beit home wifi or a wifi in the shopping mall etc. As soon as they turn wifi off on the exact same phone, they get an error about the website not being found. They've tried multiple browsers, full resets to factory defaults and still it won't load on cellular but it will load on wifi.
Other carriers do not have this issue.
I've now sent 6 people back into their local AT&T store or I've had them call AT&T support and the collection of answers they are getting back is super frustrating:
"It must be a problem with that website" - this cannot be true because it works from the exact same phone on wifi. It works from their desktop or laptop compter.
"It's probably just temporary issue with your reception" - again not true, this has been going on for 6 months
"You should buy a new phone".
This week my latest victim told me it won't work on her brand new IP7. She tethered her ipad to her IP7 and it loaded fine on the iPad!
So as my users are getting stonewalled by AT&T support they are getting exceptionally frustrated with me but I definitively know the problem isn't on my end. The website loads for every other carrier, and we have 500 users gloablly accessing without issue.
How can I help them convince someone at AT&T to actually care about this and look beyond the suggestion of buying a new phone?
ATTHelp
Community Support
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231.8K Messages
8 years ago
Hey @tomhco!
I definitely apologize that your customers are being faced with difficulty when trying to access your website! I can understand how upsetting that can be!
What is the website that they’re trying to access? Did this begin occurring at a specific time for these particular users? Were there any changes to their accounts or phones before this started?
Usually when it is an issue related to the cellular data connection, we start with the basic troubleshooting. Can they access other websites? Are they able to make/receive phone calls and text messages? Is this occurring regardless of location or only in a specific area?
It can be a multitude of things causing this to happen, especially when they’re able to access the website while connected to Wi-Fi. First thing to test out would be clearing the Internet browser history and cookies on their phone just in case it is trying to access a broken link.
When using iPhones, there is an option to reset network settings. Sometimes resetting your network settings is the best option as it will remove all the information and data stored as settings. This way your cellular data will be set up as brand new, so it will be able to be fully enabled. To do this:
As mentioned earlier, by resetting the network settings, any stored information like Wi-Fi passwords, will be removed. Don’t panic if you’re prompted to enter those credentials later on
If you have done everything mentioned above and still can’t get cellular data to work when accessing the website, let’s make sure the phone is up to date. If there is a software update available through Settings, go ahead and install the latest iOS update. This will/should resolve the cellular data issue on your iPhone.
Another great tool that is available is the AT&T Troubleshoot & Resolve. This is going to provide a step-by-step walk through on fixing any issue on a device. When accessing the webpage, in the upper left corner, change out the make and model of the phone before getting started. You’ll then select Internet under the Select a Service-Related Issue column.
Have a great weekend! Take care!
Rafael, AT&T Community Specialist
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formerlyknownas
ACE - Sage
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117.3K Messages
8 years ago
I don't know how many users are accessing your site, so if this is a tiny percentage. The question is are there unreported ATT users with no problem accessing the site? I just have to wonder if the few reported have done something to limit mobile data use, which is why it works fine over wifi.
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darthspader
Scholar
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337 Messages
8 years ago
If your website visitors are having issues loading your website. Run your websites html markup for validation. Go here: https://validator.w3.org It will check code and highlight errors. Fix errors (there are always errors) have users delete cache afterwords and try again.
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formerlyknownas
ACE - Sage
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117.3K Messages
8 years ago
@darthspader. Awesome!
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tomhco
Tutor
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11 Messages
8 years ago
@lizdance40 - it is indeed a tiny percentage of AT&T users having problems on cellular. They are able to load every other website completely fine, just a problem a with ours. So I don't believe it's a limiting of data issue .Further more, a user has demonstrated the abiltiy to load the same website on their ipad while tethered to their phone which cannot load the same website, so again I think it shows it's not a data limitation issue.
@darthspader - I appreciate the advice but it's a validation issue at all. This is pretty clear given they can load the website on their phone using wifi but cannot with wifi turned off. If it was a validation issue, it wouldn't work in either situation.
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darthspader
Scholar
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337 Messages
8 years ago
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formerlyknownas
ACE - Sage
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117.3K Messages
8 years ago
@tomhco. That's bizarre. Have they tried different browsers? ATT has the Thank You page of the website and it won't load on Safari, but will on Chrome. All other parts of the ATT site work fine on Safari. Grasping at straws......
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tomhco
Tutor
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11 Messages
8 years ago
Thanks @darthspader but it's not a validation issue - the page validates OK and I've run tests where I try to load a page which is effectively nothing by the most basic markup and it still won't load. Again, not a markup or validation issue because the page isn't loading at all.
@lizdance40 - yes, I've got them to try both Safari and Chrome on the same phone and neither works. Yet users on the same phones use those same browsers without issue, just AT&T on cellular.
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tswidler
Contributor
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2 Messages
7 years ago
We have the same issue and here is my investigation so far:
I need AT&T help investigating this issue. We have replaced the iPhone6 SE, have replaced the SIM card, have erased the phone to is bare minimum, have visited numerous times the Apple and AT&T store and did not resolve the issue.
An Apple iPhone 6 SE and above will not load on Safari some web-sites including our business web-site www.aitinstitute.org hosted on GoDaddy.com on an AT&T cellular network.
Other people have reported the issue with their web-site. One example is: https://forums.att.com/t5/Data-Messaging-Features-Internet/AT-amp-T-Wirless-users-cannot-load-my-website/td-p/4956526
My extensive debugging has determined:
The problem lays somewhere in the realm of GoDaddy hosting provider, Apple phone manufacturer and AT&T cellular network provider. It is not an issue isolated to us as other people reported issues with their web-sites.
Please help us resolve the issue.
Suggestions by others:
- Removing IPV6 addresses AAAA did not solve my issue.
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tomhco
Tutor
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11 Messages
7 years ago
Hey,
I got this solved. In my case, I had to remove the AAAA record from my DNS setup. The AAAA record is for IPv6 and I can see you have this configured on your domain. Try dropping that off and seeing if it resolves the problem. It worked for me, I don't know why. Something wrong with how AT&T and how they handle the IPv6 records I guess.
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