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UPDATE eBay UK Problems Strike BT and Sky Broadband Customers

Monday, February 29th, 2016 (10:13 am) - Score 2,887

Customers of BT and Sky Broadband, specifically those that have been buying and selling products via the popular eBay UK website, appear to be complaining about problems when using and accessing the auction service.

The problem, which appears to be somewhat sporadic and first started on Friday, results in customers being unable to access their messages via the eBay website. Auction / order listings also appear to be timing out (failing to load properly) when requested.

Ordinarily such problems might be attributed to the website’s own server, but in this case eBay has pointed the finger of blame at ISPs (eBay said, “this is a ongoing issue with eBay members that use either BT or Sky“). However so far neither BT nor Sky has made any mention of the problem on their Service Status page and similarly eBay hasn’t officially updated their status page with details of the fault.

Never the less the impact is easy to see via Down Detector and one customer appears to have been told that the issue relates to a fault between BT and eBay, which seems to be affecting an Authentication Security Server (ASS); no further details have been given.

However we’ve also seen customers of Virgin Media, EE Mobile and PlusNet reporting similar issues, which perhaps points the finger back towards eBay again.

Katie Sargent said:

“Not just BT, am with plusnet and cannot get into eBay. Think it might be to do with the deadline for adding barcodes being today and too many people on the system!”

Robert Mitchell said:

“Not down to BT, I have tried office and home (BT and Virgin), both the same since last Friday. eBay try to pass it off as Internet provider, told me to try clearing cache, same old ****. Advised, it would be passed onto technical team. They have not got any ideas either. Pass the buck first and 2nd…… useless!”

Stacey Kyle said:

“I’m virgin media and having same issues also experiencing on ee with mobile app.”

Marie Thomas said:

“What a joke, told me it’s BT but all other websites work fine. Hurry up eBay sort it out had long enough!”

The issue appears to be sporadic, with some on the aforementioned ISPs claiming to have suffered no problems, although the fault seems to affect members of eBay more than general unregistered visitors. We are attempting to contact BT in order to clarify their side of the story.

In the meantime some eBay members have suggested that the problem only appears to impact the UK website and navigating to eBay.com (USA) or eBay.ie (Ireland) instead of eBay.co.uk will still allow people to access their listings and messages.

UPDATE 1st March 2016 (6:47am):

We were told to expect a response from eBay yesterday, but one never came. However a BT spokesperson did respond to confirm that it is not a problem at their end: “BT understands that some customers experienced issues accessing the eBay website over the weekend. We can confirm this was not a BT network issue but believe the problems experienced by customers are now being resolved by eBay,” said the BT spokesperson to ISPreview.co.uk.

Otherwise we’re seeing reports that the issue has now been resolved.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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11 Responses
  1. yang says:

    its ebay the ripoff site

  2. Steve says:

    I’m using a VPN to do messages, I’m on plusnet and message server keeps timing out all the time since Friday, I just contacted plusnet support and they point finger at ebay , I tweeted ebay support many times and they point finger at BT.

    The site works perfectly well on my phones 02 4g and also on a UK based VPN.

    I’m happy you’re covering this now, maybe ebay or BT will wake up.

    1. Mark Jackson says:

      Hi Steve,

      eBay are promising to give us an official update shortly, so we’ll see what happens.

    2. Steve says:

      Seems fixed now, soon as ISPreview get on the case it gets sorted ! I was actually linkin plusnet and ebay this article, maybe they put their reading glasses on 😉

      Thanks for covering it anyway !

  3. Steve says:

    Hi Mark

    Look forward to hearing what they have to say, this weekend has been a nightmare.

    Lucky you have finger on pulse only other site that has covered this is tamebay http://tamebay.com/2016/02/ebay-uk-sellers-about-to-enter-4th-day-of-outage-due-to-isp-issues.html

  4. Ballyworkan says:

    I really wish eBay would treat us like adults and stop blaming this on ISPs. Clearly according to their maintenance page they did some maintenance pacific time at 10pm on Thur 25th Feb which equates to 6am in the UK. That maintenance notice states “During this maintenance period, certain site features may be intermittently unavailable or slow.” Yes Ebay, that’s exactly what has been experienced since you carried out that maintenance. Let’s mix some IT competence with some honesty and stop treating UK customers as fools. http://www2.ebay.com/aw/announce.shtml

  5. Ballyworkan says:

    updating my previous post with the UK maintenance posting showing it was between 6am and 8am on Fri 26th Feb (oh, yes – like when it stopped working!) http://www2.ebay.com/aw/uk/201602251520262.html

  6. timeless says:

    l havent purchased anything since friday.. tho l have sent a message or two since then with no problems. wouldnt have known about any issues if l hadnt read this news release.

  7. FibreFred says:

    I’m calling bs on ebay I had issues using bt but only very specific pages of eBay

  8. thewrongtrousers says:

    Started Thursday evening around 9pm, not Friday. Also Plusnet (part of BT) is affected too.

  9. Mel says:

    I was trying to post a second hand car ad on ebay last Thursday morning (25th), had no end of problems and nearly gave up in exasperation. I’m on BT infinity.

    When trying to place the ad, I kept being sent to a log in page despite being logged in. My draft advert became unaccessable at one point, although deleting all ebay cookies seemed to resolve that.

    When the ad eventually successfully submitted, all my pictures had gone missing, as had the subtitle with the mileage I’d chosen to add, and it had changed from a plain classified ad to taking best offer, so I had to quickly revise it. Although I needn’t had bothered to rush as the ad didn’t appear in their listing until late that night, although they charge for the period from when you submit it of course.

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