Apple

[007mantis]

Ok Have had a response from Grindr. It would appear that VF still haven't bothered replying to Grindrs requests for help ...

Thanks for your reply. We have recently been aware of an issue with Vodafone customers not being able to Sign On to Grindr when using 3G. When using WiFi there is no issue.

We are waiting to hear back from Vodafone on whether this is a known issue that is being fixed, or if they are limiting what services and apps can be used on their 3G service.

We have created a Support Article for this situation, and we will update it as we obtain more information:

    http://grindr.com/kb/vodafone

Please refer to that Support Article for the most up-to-date information, if you have additional questions please let us know.

Regards,

Richard

--
Richard S.
Grindr Customer Support

help@grindr.com
www.grindr.com

[Grindr_Rycardo]

Hi guys,

We're in the process of testing this now for you.

We don't block any ports on our network, so I doubt that this is the issue, but we will investigate and get back to you

Jon

eForum Team

Hey guys,

I am the Project Manager for Development at Grindr. The issue with Vodafone customers not being able to sign on to our servers is under my responsibility.

I have reached out to Vodafone Support, but have not been successful in finding someone who is capable of discussing this situation with me. It seems the customer support staff are not informed of this situation. We have not been able to determine if Vodafone has changed their service and is now intentionally blocking the ports our app uses, or if it's an un-intentional issue that is preventing it at this time.

If anyone at Vodafone wants to discuss with me the ports/services that our app uses, and more importantly what is going on at Vodafone that recently introduced this situation, you may contact me directly at:



As someone mentioned here I have created a Support Article for this situation; as I do not have a lot of information, there is currently not much information there, except that we are aware of the issue.

The Shortcut URL is: http://grindr.com/kb/vodafone

Thanks to anyone that can help,

Rycardo Durante
Grindr
Project Manager, Development

[markeey]

Please can the mods ask the technicians to communicate with grindr about this - please. Please also make customer support aware of the problem as I have contacted them twice and received differing advice but it was obvious they were unaware of the problem.

[pashead]

The guys at customer support have absolutely no idea that this is a problem. They reply with stock scripted answers to 99% of most problems. Grindr is still a minority app so they'll probably not even know anything about it.

Because it doesn't affect a large number of users (most iPhone UK Grindr users are still predominantly on O2 given that Voda only just started selling the iPhone in the past few months) it seems that VF aren't putting a very high priority on fixing the bug.

What worries me is that the Forum Mods on here are telling us that the problem is being worked because that's what they're being told. But when the actual Grindr Product Manager posts here that he's hearing nothing from Voda - this is clearly a problem.

C'mon Voda - we've been patient for the past week, but I was able to telll you exactly when Grindr stopped working because I was online at the time. Surely it's not a difficult job to go back through the network management logs and see what actions were taking by Networks on that Friday morning because since then, nobody can log onto Grindr via Voda 3G. Someone did something in Networks - and it needs to be reversed

Ben - who supports VF as a network but is dismayed that in 1 week they have no clue about what's going on within their own network teams.

[Lee]

Hi Rycardo,

I have forwarded your email address on to the relevant team.

Many thanks,

LeeH
eForum Team

[pashead]

Hi Rycardo,

I have forwarded your email address on to the relevant team.

Many thanks,

LeeH
eForum Team

Lee

Thanks for doing this - but according to previous Voda postings, this issue _was_ already being worked.

May I ask, if it was being worked, how could a solution be found if nobody is bothering to contact Grindr's technical team ?

Ben

[Grindr_Rycardo]

Hi Rycardo,

I have forwarded your email address on to the relevant team.

Many thanks,

LeeH
eForum Team

Lee,

Thank you! I'm happy to discuss by telephone as well, and can provide my number by email if requested.

Regards,

Rycardo Durante
Grindr
Project Manager, Development

[discoboy1983]

I am really not happy voda have had plenty of time to sort it out and no information either on what's going on just we are sorting it. Here's how it is voda sort it pronto or it's trading standards for the iPhone not fit for purpose sold ofcom and while we are at it I think the papers might frown upon it as well. Does only seem to be a gay app with issues.

All I want is a clue when it's going to be sorted go speak to o2 I am sure they can tell you what your doing wrong were this app is concerned

I will be checking the forum often I will wait a little bit longer but I will do the above if I don't get sone satisfaction from you guys. We are sorting it doesn't cut it any more!

[londoncrew]

Well 2 weeks ago, still cant access grindr except on wifi...
tried to raise this again with the helpdesk.. the still know notihng about this when you phone up...
They wont let me raise this as a support call or give me a ref....

every other app works... except the gay app ... hmmm see what im thinking.. this is not the first issue vodafone have had with comments / anti gay remarks etc in twitter and other locations..

im epxecing an update from vodafone pretty ###### sharpish to this or oit time to move my account to a company that isnt so..... yes time to say it homophbic....

G

[spunkymonkie]

I have been a Grindr user and this is still not working on my Vodafone 3g network. It only works when I am in my home on my Wifi network. Come on Vodafone, please sort this out, you are taking far too long to get this problem fixed. It was working before so we know it can work.

Damon

[Jon_V]

Lee

Thanks for doing this - but according to previous Voda postings, this issue _was_ already being worked.

May I ask, if it was being worked, how could a solution be found if nobody is bothering to contact Grindr's technical team ?

Ben

Hi Ben,

I'd like to address this query, if I may.

I contacted Grindr's support team via email on Monday the 15th, which Rycardo has received and responded to - however, it appears there were delays in our responses reaching him via the normal support channel, which has unintentionally delayed things until now. We have now put Rycardo in direct communication with the investigating engineers on our side. In the meantime, we have already had engineers looking into the issue and tracing the traffic to try and establish the point of failure, but the extra information from Grindr will help speed things up considerably.

I am confident that with Rycardo's assistance we can now both work together on a resolution for you all as soon as possible.

I will of course keep you all updated as things progress, and we are sorry that it appears to have taken so long to reach this point - this was outside of our control and has now been addressed

Jon

eForum Team

[W1983]

I just find this situation extremely frustrating; that it has taken so long for a corporate communications giant to find a solution to this problem and still there has been no resolution.

Surely all contact staff should be briefed on iPhone problems on a daily basis and to find that they do not know what is going on is a complete joke.

I would like to say this is the first problem I have encountered with Vodafone, but it’s not. This is in fact one on a very long list. It’s ironic that Vodafone advertise communication yet they fail to practice what they preach.

The line of “we are looking into the problem” is not suffice information eight days after the problem occurred. This is not service excellence. Pull your act together Vodafone or you will have many people choosing not to renew contracts.

W1983

[pgl2410]

I agree with you; it's very frustrating!

Surely it's just a case of looking back at the network changes that were made a week ago on Friday when the application stopped working.

Maybe it's time to consider switching networks. If all the gays did that if would probably get things moving!

[stoppitntidyup]

every other app works... except the gay app ... hmmm see what im thinking.. this is not the first issue vodafone have had with comments / anti gay remarks etc in twitter and other locations..

im epxecing an update from vodafone pretty ###### sharpish to this or oit time to move my account to a company that isnt so..... yes time to say it homophbic....

G

well done another over reaction here!

so cos i'm black does this mean i can accuse vodafone of being racist too????

grow up ! sometimes it takes some time to get stuff sorted just see that farmville thing for a start.

[markeey]

.........Uhmmmm - I think it seems to be working! Thankyou Vodafone and mods.

[Jon_V]

Hi guys,

We have identified the cause of the issue, and are pushing through a fix now.

You should find that Grindr is working again within the next hour. Please let us know if you continue to encounter any issues.

Jon

eForum Team

[busboi76]

Mine started working about half an hour ago

:rolleyes: cheers

[Grindr_Rycardo]

Hey guys,

Rycardo here from Grindr; based on the statements I'v read here I thought I would add my feedback. I hope Vodafone doesn't mind, I realise I'm not a customer.

It did take a short while to get the correct people at Vodafone connected to the correct people at Grindr. However, once we did, their technical team was in constant contact with me and my team here, we were able to get this issue identified in a very short period of time, once identified, it was resolved almost immediately.

I'm quite impressed by how responsive Vodafone's technical team was to this situation, and wish other providers were the same.

Thanks go out to all the guys at Vodafone that helped with this situation.

Best,

Rycardo Durante
Grindr
Project Manager, Development

[pol]

what was the reason for the fault can anyone say, and is there any possibility of yhis happening again to others apps, just so we know what roue to take if it does happen again.

[Jon_V]

what was the reason for the fault can anyone say, and is there any possibility of yhis happening again to others apps, just so we know what roue to take if it does happen again.

Hi Pol,

There was a change made to the IP address of Grindr's chat server, to an IP range that has only recently been authorised by RIPE. Since these new ranges are not automatically communicated out, and must be manually checked against a list periodically, it just so happened that this one particular IP range had not been added, and so was still blocked on our network.

The IP range has been added to the allowed list and we are double-checking our internal processes to see if we can make any improvements to the way these new ranges get added to our access list.

Jon

eForum Team