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.

[AlSeek]

Any updates @JonathanB ?
I'm still experiencing this as an ongoing issue.

It seems overnight my NR5103E router received a firmware update to V1.00(ACBJ.0)b15. It hasn't made any difference to his issue but it did seem to break my wifi and required a factory reset and reconfiguration to get wifi working again.

[usernamefor3]

I've long been experiencing this issue on my 5G home broadband when using the 3internet APN. As with others, the three.co.uk APN seems to work fine but one of the reasons I use Three is the dedicated IP not behind CGNAT. I'm getting SSL related errors displayed, generally "PR_END_OF_FILE_ERROR" in firefox. I'm on IPv4.

As with others, happy to give details of the mast I'm connecting to etc if it will help.

[JonathanB]

Hey everyone,

I do appreciate the frustration and that there's been delays in any significant updates. We're still chasing the relevant teams, but it's proving a complicated issue. I have removed the link to the Social Media Team from the thread, just simply as they are quite a small team, so it's best for me to ensure that they're being contacted about relevant issues, so we don't generally leave it on public threads.

I'm happy to share this on PM though, if anyone doesn't have it that's affected by the issue, please drop me a PM from my profile page @JonathanB 

It doesn't appear to be a universal issue across the Three network, so we're still trying to figure out the variables involved, but we're working to progress this.

Thanks again for your patience everyone,
Jonathan

[applepieman]

Jonathan, after all this time that just sounds like a we're looking into this. Has this been investigated to any degree as I'm struggling to understand how this cannot be identified in two months. This causes me real issues with work connection on top of the general annoyance factor. 

[kris]

Hi,

If you want to contact me via private, I'll give you details of the mast I'm connecting to, my location etc.

[applepieman]

So 3 is an update on this planned or is the plan to ignore this thread and hope everyone gets bored? 

If this has reached the end of the road on this forum can you at least explain how this can be escalated and provide contact details or is complaint out next step?

[hughesceri]

There have been no updates from anyone on the service side since I last posted 10 days ago so I'm afraid I feel the need to escalate this now. I'm on a fixed term 18-month contract which still has many months to go before I can leave so I need to see this issue resolved asap. I'm currently locked into a broadband service that's not fit for purpose in my opinion.

With that in mind, is there an "official" place for logging technical issues or is this all we have? Are there Three employees / contractors still monitoring this service?

It would also be useful to know whether you think this is an issue with the router - some posts suggest they've paid for a "better" router and the issue has gone away, so are Three able to send us alternative routers to see if this fixes it for us all?

It's been around 6 weeks since the OP reported this issue and we've seen no progress. What options do we have other than following the complaints procedure? Will this give us a better outcome?

[EDIflyer]

You can call 3 customer service to log a case, although my previous experience with them isn't great. If you haven't done so already I'd open a case with the social media team (link by @JonathanB up thread) to link them into your post so they can get account details. 

[robjames_1]

You don’t happen to have that link to hand? I’ve looked through the thread (I’m on mobile) but haven’t been able to find a link from him. 

[hughesceri]

I already opened a case with the social media team (or at least added my details to the existing case) but other than a follow up "has it gone away yet" message from the social team, nothing has happened there. I initially got this message from @JonathanB explaining how to sign up / add my details, but he may have to prep the team 1st? Not sure. May be worth a shot anyway:

Please contact the Social Media Team by webchat. I've made them aware of the issue, and they'll help get this escalated with our Technical and IT service desks.

link removed