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

EDIflyer · ‎10-22-2023

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.

BrummyGit · ‎11-06-2023

I've been a Three 5G Home Broadband subscriber for just about a week now. I found this thread while researching the same intermittent connection issues listed by others. I have the same router model and firmware and only use ethernet to connect to a well tested Asus router (double NAT) and mesh setup that was previously connected to a BT Hub. Never had a problem from the BT hub.

I could also test using IP Passthrough if this is helpful?

JonathanB · ‎11-07-2023

Hi @BrummyGit,

Thanks I've sent you the same PM as the other community members that have posted. We're still awaiting some feedback about this issue, so the more examples we can gather the better.

Yeah that sounds good in terms of IP passthrough, if you find any settings changes that bypass the issue this may help the Service Desks that are working on this.

Thanks,
Jonathan

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JonathanB · ‎11-01-2023

Hi everyone,

Sorry for the delay in updates. We'll need to correlate the info on the community with your actual Three connections to look into this one further. I've sent everyone that's replied a PM so that a support team can verify your account, and pass some details onto our Technical teams and Service Desks.

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

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AlSeek · ‎11-02-2023

Thanks, I have made contact via the chat now too.

JonathanB · ‎11-03-2023

Thanks @AlSeek, quite a few of you contacted the team I directed to so that should hopefully provide ample data to figure this issue out. I'll let everyone know if I receive any updates, or need any more info before this is solved.

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EDIflyer · ‎11-01-2023

OK, thanks I've done so although got cut off at the end (not sure if related to this or not!) - are you able to check that it got logged OK? I tried to PM you a reply but the site said I'd reached the limit for sending PMs (despite not having sent any!)

JonathanB · ‎11-02-2023

Hey @EDIflyer,

Sorry not quite sure what happened there. Might have been related to the same issue, or a temporary glitch. Total speculation here, but if the connection failed at the time of the PM sending the system maybe thought you were spamming me. 😅

I got your PM and yeah we should have the info required. Hopefully everyone else successfully makes contact and we can get their details added to the same fault report.

Thanks,
Jonathan

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MP · ‎11-01-2023

I've encountered the same issue, which has escalated notably in recent months. I tried different approaches, including changing web browsers, modifying SSL/TLS settings in about:config, and testing various DNS servers. My internet connection is established through a ZTE MU5001 (5G) router, directly connected via an ethernet cable. Notably, parental controls are disabled. This problem has also led to occasional difficulties in form submissions, causing the loss of work on multiple occasions.

applepieman · ‎10-30-2023

So is anyone looking into this Three?

EDIflyer · ‎10-30-2023

Agree. @JonathanB there's clearly multiple examples from different customers now - are you able to escalate this to senior technical colleagues to investigate?