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Shopify not working fully in Nigeria

peteonline
New Member
7 0 0
I'm painted to write this after extensive correspondence with shopify team with no result.

Unfortunately Shopify Ecommerce sites will not open on some locations in Nigeria if you use MTN ISP. I do not know about other ISPs in Nigeria.

Shopify is not fully ready to operate in Nigeria as MTN is by far the largest ISP here with most customer base.

Surprisingly, www.shopify.com load perfectly well with same MTN ISP but will not open Shopify Ecommerce stores.

I have provided and done everything I was asked to do and now I have not got response from the Shopify team again.

I will painfully quit Shopify after all the investment made here. I will have to go use the other CMS.
Replies 20 (20)
Victor
Shopify Staff
Shopify Staff
1472 140 334

hI @peteonline,

 

Thank you for reaching out and I'm sorry to hear that you've had this issue with accessing some Shopify stores. In the past few days we have been made aware of an issue with the MTN ISP, especially in Nigeria, which has seen numerous merchants and customers who use the MTN ISP be unable to access some Shopify stores. We have troubleshooted this on our end as much as we can, and recommend now that those still experiencing issues should contact MTN directly and ask for assistance. Have you spoken to your ISP about this issue yet?

 

Kind regards,

 

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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peteonline
New Member
7 0 0

1. I have called MTN and they told me they never blocked any domain including Shopify. But the response is only from a Customer care rep which may not be entirely the detailed info.

 

2. You, Shopify, is big enough to intervene in this for the sake of your paying customers. Maybe your customers here in Nigeria is not significant, if not, I do not expect you to tell all your customers to keep calling their ISP for blocking the entire myshopify.com and its subdomains in specific locations.

 

3. I will like to know if there is any other thing you can do within 7 days.

Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @peteonline,

 

Thanks for getting back in touch and I can appreciate your frustration with this. Situations where certain ISPs block Shopify stores have occurred before, not just in Nigeria but in other countries around the world (we recently had a similar problem with an ISP in Italy). In these cases, Shopify is unable to do much as the issue stems from the ISPs end, and we recommend all affected merchants and customers report the problem to the ISP to make them aware of the problem and how many people are affected. I would recommend speaking to MTN directly again to see if you can get more information on a second attempt.

 

Shopify stores being inaccessible in any region is not good for us, our merchants or their customers, so this is not something we ignore or decide not to act upon. I'd like to get some more information about this so I can submit this case to our technical team for review, as we are still keeping track of merchants affected by this issue. I will be reaching out over email to the email address linked to your forums account with details on next steps.

 

Kind regards,

 

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Freshtodommot
New Member
5 0 0
Hello,

We’re you able to resolve this issue. We are having the same problem and it will be a shame to have to move away from Shopify after all we’ve invested. Unfortunately, if this continues we have no choice.
Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @Freshtodommot,

 

It would seem at this time the issue with the MTN ISP in Nigeria is ingoing, and some merchants are still reporting difficulties in accessing Shopify when connected via this ISP. As mentioned in a prior post, there is little we can do from our end and we are recommending merchants experiencing this issue to contact MTN directly to ask for support. We hope that with more correspondence from merchants, this can be resolved quicker.

 

Kind regards,

 

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Freshtodommot
New Member
5 0 0
The issue is not solely with MTN. I say this because I had people run tests and while they can watch Netflix and watch YouTube from their phones/laptops, they are not able to access myshopify.com. However, while this issue occurs, they can access www.shopify.com. The only impacted domain is myshopify.com. Can you please get on the phone and call MTN so this issue can be resolved. It is costing customers a ton of money.


MTN Enterprise contact details :

Email:ESCustomer.Service@mtn.com
Phone: + 234 803 102 1600

Thanks
Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @Freshtodommot,

 

Our developers have investigated the issue since it was first brought to our attention in January 2020, and we took all steps we could from our end to try and resolve the problem. We have seen reports of this issue reduce since this time but there are still isolated incidents, which it would seem you are experiencing. At this point our recommendation is for affected merchants to contact MTN directly for further assistance.

 

Kind regards,

 

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Delonext65
New Member
2 0 1

This is actually disheartening as this has been pending for long.

Now i have been able to access myshopify.com with the MTN network seemlessly but cant with Airtel !.

I always get this message below

 

This site can’t be reached

myshopify.com took too long to respond.

Try:

ERR_CONNECTION_TIMED_OUT
 
I noticed this too late as i already spent huge budget on FB ads as my customers were saying they counldnt access my website.
I investigated and realised i have been wasting money on site link that wasnt working on some network.
I tried troubleshooting myself and with shopify support but seems there is no solution.
Now i am thinking of moving to another Ecommerce platform. Its so sad as i love shopify but i got to go. 😞
Freshtodommot
New Member
5 0 0

Can you pls tell us how to escalate this issue?

Delonext65
New Member
2 0 1

I doubt Airtel will action this. Its just a domain not many people access in Nigeria.

If it were to be a website like FB, then they will put all there resources to ensure the site is 100% accessible.

There is no harm in trying anyway.

Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @Freshtodommot,


At this time our development team are recommending all merchants experiencing this issue to contact MTN, as the situation has been thoroughly investigated on our end and we're unable to assist further. I took another look at this and it seems some merchants have had success in accessing the Shopify site via a VPN (Virtual Private Network), so this might be something worth trying. 

 

Kind regards,


Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Freshtodommot
New Member
5 0 0

Are you asking us to tell all our customers, current and potential, that our website can only be accessed via a VPN Network? Unfortunately, that is an impossible ask. We also refuse to accept your development team's response because the issue is:

1. Limited to the myshopify.com domain (like I said earlier, even shopify.com does not experience this issue)

2. Not limited to one network. We have had customers on MTN and Etisalat give similar complaints. Keep in mind that most customers will not complain, they'll just leave; so, we have no idea how widespread this problem is

3. Intermittent. 

There is always an escalation procedure so, please tell me what the next level of escalation is if your development team is refusing to fix the problem. To re-iterate, we continue to have sporadic episodes where customers tell us that they are getting time out errors while trying to access our website. We have been able to replicate this issue on MTN and Etisalat so far but we are not sure exactly how widespread the issue. We have asked Shopify to look into this issue numerous times but the development team is refusing to co-operate so we are requesting an escalation of the issue ASAP.

 

Freshtodommot
New Member
5 0 0

Hello,

This issue is still happening with Airtel. Can you pls fix this issue ASAP. Shopify markets itself as a platform for business. When issues like this are recurrent and you refuse to do anything about it, then shopify becomes a hindrance to business. I have asked for an escalation path and received no response pls provide an escalation path ASAP.

Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @Freshtodommot ,

I've touched base with our technical team and I will be able to send information regarding your issue to them for further investigation, even though at this time we do not have further recommendations beyond what I have already mentioned. I will send you an email shortly with the information I will need from you before I can send this up to our technical team.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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ebiegberi
New Member
1 0 0

I use Airtel and Shopify isn't working. I believe the problem is from Shopify. You're very incompetent people who work there.

ikeja
New Member
1 0 0

Hello Victor,

Following on from the above discussion I can confirm that Airtel Nigeria is still not allowing access to anything Shopify - be it your own website or merchants.

I see you have recommenced to contact Airtel directly, which I will do.   Please let me know if there is anything specific I need to mention to them in order to resolve this issue.  Could you also forward your contact details so I can get back to you directly.

Thanks,

ikeja@yahoo.com

Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @ikeja,

Thank you for reaching out. I would recommend contacting your ISP as you had mentioned, but yes, we can take a closer look at this. I'll send you an email shortly with more information.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Eberechia
New Member
1 0 0

@Victor wrote:

Hi @Freshtodommot,

 

Our developers have investigated the issue since it was first brought to our attention in January 2020, and we took all steps we could from our end to try and resolve the problem. We have seen reports of this issue reduce since this time but there are still isolated incidents, which it would seem you are experiencing. At this point our recommendation is for affected merchants to contact MTN directly for further assistance.

 

Kind regards,

 

Victor | Shopify Social Care


Hello Victor, 

I have a similar issue after setting up a shopify store for a client. The issue went away 2 months ago and just resurfaced last month. The client has been on my neck for days now as they are unable to access the shopify site with MTN. I read that the issue in Italy was fixed by changing thr Shopify IP address. Will a similar solution work in Nigeria? 

Victor
Shopify Staff
Shopify Staff
1472 140 334

Hi @Eberechia,

After investigating the issue Nigerian merchants were experiencing with MTN earlier in 2020, our technical team were not able to find any clear solutions from Shopify's end, which is why we have recommended merchants speak with MTN directly about this. There was indeed a similar issue in Italy earlier this year, although in that case we found some merchants were able to resolve the issue by changing their device to use public DNS servers instead (such as Google's). I do not believe this was shown to work for the issue in Nigeria, but you are welcome to give it a try. Shopify's IP address is 23.227.38.65, so I would just check and make sure your client's domain is configured correctly with this value.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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