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,

Thanks for your patience. I just want to reassure you all that the issue is still being looked into, and we'll solve this as soon as we can.

Thanks,
Jonathan

[EDIflyer]

Thanks, glad to hear it is still being worked on - I was a bit surprised to receive an email from the Social Media team a few days ago asking if everything was sorted and working again when it was so clear on here that it hadn't been! 

It would be great to understand a bit about where the issue has reached and a potential ETA re any fix.

[JonathanB]

Hey @EDIflyer,

Sorry I haven't seen every email involved personally, but I've asked to be copied in going forwards. My understanding is that we're still trying to pin down the precise cause of the issue, but I'll see if I can find out any more.

Thanks,
Jonathan

[applepieman]

So can you tell us if an issue has been identified? knowing that will make waiting slightly easier. 

[JonathanB]

Hey @applepieman,

I'm sorry, we're still working on this but there's an ticket open which has been tied to the actual Three accounts of several of the posters on this thread, and I'm chasing this every chance that I get.

Thanks,
Jonathan

[BrummyGit]

I've been trying to further diagnose my issue and have the following information that might be helpful:

• Most of my errors are SSL errors or QUIC protocol issues on Chrome
• I see more problems in an evening than during the day - network load related?
• Swapping the IP Passthrough mode does NOT solve the problems
• Disabling IPv6 everywhere in the router config does not solve the problems
• Using external DNS directly from my clients does not solve the problems

This is frustrating as I am in my 30 day returns window and I was hoping to find a faster alternative to my BT FTTC service however it currently isn't reliable enough as I work from home. Is there any option for me other than cutting my losses?

[BrummyGit]

Can anyone who suffers from the intermittent secure connection issues try the following link https://malkoffdevices.com/products/malkoff-hound-dog-super-flashlight - it is just a torch seller in the usa however I reliably get an SSL error when I try to load the page from my Three Broadband, but if I use my BT wired service it loads fine. I'm hoping this is a repeatable example of the problems we are seeing.

[Tatablack]

Hi! If you check my previous post on page 2 of this thread, you'll see the method I used to test connections (from the command line).

Could you also verify that switching your router to 4G "solves" the issue?

By the way, I tried the website you mentioned, and indeed it fails consistently, even though with a different error than others:

curl: (35) LibreSSL/3.3.6: error:1404B419:SSL routines:ST_CONNECT:tlsv1 alert access denied

If I try it from my mobile, after switching to the mobile network, I can confirm it works without problems.

[BrummyGit]

I tried switching to 4G recently but whilst it reduced the number of instances, I did still have problems. My hunch is that it is loading related (not sure if that's my local connection or the 5G network) - I have been using the internet quite a lot today, however there is very little load, and I haven't had a single occurrence. It could be that slower 4G speeds mask the issue.

I only run windows and therefore your test won't work for me.

[baztm]

I get the error inconsistently on seemingly any website. For now your link seems to be working, but I had facebook throw up the connection dropped earlier.