Internet-based Work Services Not Working on Force Broadband only
It is fairly common that IT departments have “blocks”/groups of blocked or "blacklisted" IP addresses, and your IP address with us needs to be "whitelisted" on their side one way or another. This might be what is happening if you can connect to an internet-based work service with another internet connection (like at your old house or even on your cell service) but not ours.
With the way our IP addresses are handled, if you got a new IP address it would be part of the same block/group of IP's as your current IP address. Among other logistical reasons, this is why we cannot simply reassign you a different IP address.
For example, your current IP address may be 123.456.78.90, but your IT department’s blacklist might apply to anything that starts with “123.456”. If a new IP were to be assigned, which is not really feasible, it would still start with “123.456” and issues would still not be resolved.
More often than not, the first or second tier of support you talk to with an IT department won't have the capabilities or authority to whitelist IP addresses. This sort of issue has historically been resolved, with a 100% success rate, by getting it escalated up to a higher tier of IT support of the service that has issues with the IP address.
The invitation to work directly with us, when extended to your IT department, usually prompts the issue to get where it needs to go since the same technicians that would reach out to us are the same that can whitelist things and resolve this. In the majority of cases, we don’t hear from the IT department and our next update comes from our customer reporting that things are working as expected.
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Please forward this webpage to your IT department, and/or ask them to reach out to us at: