Intermittent connection issues loading/changing site- secure connection failed/site can't be reached

[EDIflyer]

Is anyone else occasionally getting a 'connection down' error from Chrome (or 'Secure Connection Failed' from Firefox) when changing page - if I hit refresh it works fine. At first I wondered if it was the site I was using but have noticed it on multiple different major websites over the past couple of months and not noticed it from other locations where I don't use Three Broadband so does seem to be related to the router/connection (this is via wired Ethernet too, so not a WiFi problem).  I've tried changing DNS server in case that helps but no difference.

It mainly seems to happen when trying to first load a site or (annoyingly) at checkout when a different site is being loaded as part of the checkout process.  It certainly doesn't happen everytime but does happen with reasonable frequency.  I've also noticed I often get it when trying to pull/push from/to Github too and have to do so a number of times for it to work (browsing the Github website works fine).

I'm using a NR5103E with Firmware Version V1.00(ACBJ.0)b14 - I tried rebooting it but to no effect.

[JonathanB]

Hi Everyone,

Sorry for the delay since the last update. We're still investigating the issue and have gathered some live trace data which is being analysed for more insight. We're also arranging some more internal testing. we haven't been able to reproduce the issue on our side in the past but we're hoping that the info gathered more recently will help us do so. Hopefully we'll have more to share about this soon.

Thanks,
Jonathan

[Nameless]

Hello and thank you for your update

Just to make sure, if you and the other Three staff members have a different way of accessing the network infrastructure compared with your customers then that could be a reason why you do not seem to notice these issues

For your tests, please make sure that you and the team(s) at Three are using a setup that is identical to a customer's setup including, but not limited to:

• Router used, its firmware and its settings
• Same default APN settings
• PC/Mac/Linux computer/laptop with no extra software operating between the web browser and the operating system in regards to using the internet
• Android/Apple mobile device with no extra software operating between the web browser and the operating system in regards to using the internet

Although I usually test on a PC running various forms of Linux and its associated extras, I have seen errors on the following devices:

• Laptop running Windows 10 as new (Same error messages)
• Apple iPhone 11 Pro Max (Manifests as website connection errors)
• Nintendo Switch (Manifests as internet connection errors)
• Amazon Fire TV (Manifests as internet connection errors or website connection errors)

I always test the latter two devices with either a PC, laptop or the iPhone mentioned as they are unable to report the specific issue but are always momentarily affected whenever I hit the PR_END_OF_FILE_ERROR when testing extensively and have used all of these devices on two Three provided routers:

• ZTE MC801A (I think that is the correct model)
  
• Zyxel NR5103EV2

I would have tested on a Zyxel NR5103E but the SIM slot was broken...

Although it has been a very busy time, I will still continue to do my tests although I may be a bit delayed with my own updates at this time

[x-c311]

Hi all,

I've had this problem for the past year, and tried all sorts of things to fix, different DNS, APNs. Different SIMs using the three network, 2 different 5g routers. A reboot sometimes helps but only lasts a few hours before I see the same error creeping back.

Interestingly however my local mast is currently broken eNB ID 5548. I complained to Three a week ago about it as it gave 5G signal but no internet. In any case they now appear to have turned it off, while they fix it I assume!? Because now all my 5G three devices connect to eNB ID 4603 which is about twice the distance. I still get 5g but 1 bar. I get about 150mbps compared to 650mbps before. However 3 days now and no errors, no connection reset no SSL problems, nothing!

Therefore it would interesting to see what the difference is between the 2 masts, well was as its off now. I mean to be honest I'm hoping when they fix it, I hope I don't get these errors anymore! Just thought it might make an interesting comparison.   

[Nameless]

Hello and thank you for your post

If you have not done so already, please make a quick note of all of your settings including the router model and the band selection (If set to auto, please record which bands you are connected to at the time you check)

Do you have any websites which would normally cause the PR_END_OF_FILE_ERROR to appear? Even if it is a random occurrence, I would like to add them to my list for testing as I still have not found a website which will always fail however those websites in the list have been mentioned as failing at some point in this very long forum thread...

Also, can you please confirm that you are definitely connected to the 5G network? You should be connected to an N band (N78) as well as at least one B band. This is to rule out a highly performant 4G connection as I am led to believe that it can reach a speed of ~150Mbps

[x-c311]

Hi,
Zyxel NR5103E

It is tricky as it can be bit random. It often happened when I went to https://www.hotukdeals.com/  then clicked on a deal for amazon. The browser goes to some affiliate link first which would give the connection was reset error then continue.

[x-c311]

My old mast is fixed so getting fast downloads again, but 6 hours in and got my first connection reset error. When browsing www.hotukdeals.com then clicking on a deal for epic games store. Also the other normal symptoms, netflix takes ages to load, some apps fail to open and then work the 2nd time.

[JonathanB]

Hi @x-c311,

Thanks so much for this feedback. I'll pass this on to the team who are investigating in case it helps solve this. I'll let you know if there's any more info we need to check this out.

Thanks,
Jonathan

[JonathanB]

Hi @x-c311,

I've sent you a PM to request a little more info so we can add this to the investigation. 

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Nameless]

Did I miss a check-in this week?

There was a moment earlier this week when the B3 band kept dropping out and the B1 band was not chosen despite having a better signal most of the time so I had to disable the B3 band to force the router onto the B1 band

Apart from that, I am still recovering from the hard drive loss and accumulated backlog due to that and have not done as much testing however there have been no noticeable changes...

How have things been for all of you?