topic Re: Gympass app and website - issue with O2 data in Pay Monthly

Gympass app and website - issue with O2 data

Rachel1534 — Sun, 09 Jan 2022 18:35:16 GMT

Hi everyone, looking for some help. I use the app Gympass to get access to my local gym. I arrive at the gym, log into the app to ‘check in’ and then have 15 mins to get into the gym. For the past week my O2 data doesn’t seem to be working with either the app or the website. But both work fine when I’m on WiFi. It’s making life quite difficult getting into the gym, my partner who is on a different network is having to create a WiFi hotspot for me to connect to so I can get into the app and check in. I’ve tried deleting the app and reinstalling, I have checked mobile data is on etc. It doesn’t seem to be a Gympass issue as my partners’ is fine and when I’m connected to WiFi the app and website work fine. It seems to be an O2 issue with Gympass. Prior to last week it worked fine, no problems. I’d be very grateful of any help/suggestions! Thanks in advance

Re: Gympass app and website - issue with O2 data

madasaf1sh — Sun, 09 Jan 2022 18:43:40 GMT

@Rachel1534

Have you spoken to Gympass at all?

As it sounds like a change they have made especially if as you said it worked last week, as it could be a permissions issue with an update.

Do all other apps work with mobile data?

Re: Gympass app and website - issue with O2 data

jonsie — Sun, 09 Jan 2022 18:46:17 GMT

Check the postcode for O2 issues

Re: Gympass app and website - issue with O2 data

Rachel1534 — Sun, 09 Jan 2022 18:51:02 GMT

There aren’t any o2 issues. I have already checked this. Everything else works perfectly, it just seems to be an issue between Gympass and o2. Thanks though

Re: Gympass app and website - issue with O2 data

Rachel1534 — Sun, 09 Jan 2022 18:52:24 GMT

Hi, thanks for your reply. I have contacted Gympass, I await their response at the moment. I will mention your comment re:permissions

Re: Gympass app and website - issue with O2 data

TimAlb62 — Mon, 10 Jan 2022 12:14:48 GMT

Hi Rachel

Have you had this resolved as I am experiencing the very same issue using my iphone Gympass app and O2 mobile data. I have no issue with Wifi and my wife has no issues with the app using her Three data network.

Interestingly the gympass mobile website is also unreachable using O2 mobile data (safari cannot open the page because it could not establish a secure connection to the server).

The issue only became evident to me last week after several successful Gympass gym check-ins on O2 mobile data earlier in the week.

I have reported the issue to Gympass this morning and they are not aware of the issue, but suggest it is definitely a data provider issue. They have escalated to the Technical Team and I await a response.

Have you checked the issue with O2 yet?

Re: Gympass app and website - issue with O2 data

madasaf1sh — Mon, 10 Jan 2022 13:31:42 GMT

@TimAlb62 @Rachel1534

What phone do you have? Is it an iPhone by any chance as my iPhone fails to gympass.com/uk (site.gympass.com) and Android works perfectly. both o2 connections but is very slow on a EE MVNO

Looks like GymPasses infrastructure is in AWS and they use Route 53 for DNS, so o2 are not blocking aws traffic.

can you try to go to https://site.gympass.com/uk

Also can you post your IP (from mobile data and not wifi) here from https://ip.help.me.uk

As it smells like an IP Block been presented to AWS

Re: Gympass app and website - issue with O2 data

TimAlb62 — Mon, 10 Jan 2022 13:45:51 GMT

Yes it is an iphone (model 11).

Using mobile data I am unable to click through the gympass link you provided (same error: safari cannot open the page because it could not establish a secure connection to the server).

Also, I cannot get through to your IP help link using mobile data.

Thanks for your help

Re: Gympass app and website - issue with O2 data

madasaf1sh — Mon, 10 Jan 2022 13:50:21 GMT

Just to add to the above this does look like a Gympass issue as just put this through some network analysis tools, (Fiddler and Wireshark) and Gympass are closing the connections from iPhones on a particular Gateway IP address.

@RafaC @Martin-O2 @lewys-gp

It might be worth passing up to the NOC / SOC in o2 as one of the IP's - 82.132.246.57 and the subnet 82.132.244.0/22 (is on both Talos and Trend ERS as bad and this may be causing some issues where companies block on DUL's

Re: Gympass app and website - issue with O2 data

TimAlb62 — Mon, 10 Jan 2022 13:58:16 GMT

Many thanks for your help, but despite a modicum of technical knowledge you have lost me on what course of action I should take next.

From a timing perspective, it is interesting that this issue has probably affected me at roughly the same time as the individual who raised the issue on this forum.

Re: Gympass app and website - issue with O2 data

Rachel1534 — Mon, 10 Jan 2022 14:01:05 GMT

Hi guys. I’m also on an iPhone 11. I can’t open the Gympass website (link above) using my data either. As soon as I turn my WiFi on and it connects my BT home hub the website and the app work perfectly fine.

Re: Gympass app and website - issue with O2 data

madasaf1sh — Mon, 10 Jan 2022 14:17:59 GMT

@Rachel1534

It is something that Gympass need to fix as they are the ones blocking traffic to there site from o2 apple devices from what I can tell

Re: Gympass app and website - issue with O2 data

Rachel1534 — Mon, 10 Jan 2022 14:19:46 GMT

I’ll go back to Gympass with the info you’ve said 😊😊 Thank you

Re: Gympass app and website - issue with O2 data

TimAlb62 — Mon, 10 Jan 2022 14:54:21 GMT

Thanks @madasaf1sh

I've already got an escalation on my earlier chat with O2, so will await a response on that. I will update here when I get a response

@Rachel1534 If you get any luck with them yourself, can you please post on here. Thanks.

In the meantime, I might see if I get onto the gym wifi to check-in on arrival.

Re: Gympass app and website - issue with O2 data

Martin-O2 — Tue, 11 Jan 2022 15:03:41 GMT

Thanks for the tag on this one @madasaf1sh. I'll pass it up the chain. 😉

Re: Gympass app and website - issue with O2 data

slinxy — Wed, 12 Jan 2022 08:55:19 GMT

Hi All

I'm having the same issue with the app and website from my o2 iphone.

It works fine on wifi but I can't use the my wifi when I'm at the gym.

The crazy thing is; if you switch off mobile data and back on again. It works for a brief while.

I've swaped my o2 simcard for my work voda simcard and it works fine.

I would guess it's a possible DNS entry issue with o2, but that won't explain why it would work if I switch off mobile data and back on again.

This is likely something that both o2 and gympass needs to work on together.

There is wifi at some gyms... that could be use as a workaround in the meantime.

Re: Gympass app and website - issue with O2 data

madasaf1sh — Wed, 12 Jan 2022 09:06:33 GMT

@slinxy

Its not DNS as the name resolves in DNS, it still looks like Gympass blocking some o2 traffic through AWS so probably needs an ACL clearing down by GymPass

Re: Gympass app and website - issue with O2 data

Rachel1534 — Thu, 13 Jan 2022 10:28:16 GMT

@madasaf1sh @slinxy @TimAlb62 I have been sent a fix from Gympass - see below. It requires o2 to verify your age in order to use the app. I’ve done it and it seems to have worked.

Re: Gympass app and website - issue with O2 data

slinxy — Thu, 13 Jan 2022 10:46:25 GMT

Hmm... my age restriction was already off, so I've just switched it on and back off again.

Could you proven the email address for gym pass help email address please in case the issue remains.

Re: Gympass app and website - issue with O2 data

madasaf1sh — Thu, 13 Jan 2022 11:05:06 GMT

Sounds odd @Rachel1534

I have age restriction off across my personal and enterprise sim cards, so I don't think the issue is age verification related, as it would return so on o2's side when accessing the website.

Seems odd as well as it only affects iPhones on o2