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,

I apologise again that I haven't been given any updates on what the root cause or fix of this issue is. I appreciate the lack of info or insight has been really frustrating, so I'm looking at other avenues to pursue this on your behalf.

I'm going to PM you each asking for a little bit of info about your account and devices. If as many of you as possible can get back to me with this, I'm hopeful that a contact will be able to help move this towards a resolution.

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

[stevedp]

Please can you include me in this? It is making me need to consider another provider. So frustrating.

Thank you

Stehpen

[bytespider]

This is also happening to me. I assumed it was something weird with my DNS so this weekend I factory reset everything, connected a single computer to my router and it still happens. Seem to affect github.com, ghcr.io, and some services hosted on Microsoft Azure. Like others the only way round it is to repeatedly try or use a VPN, which is not really practical.

I also have Adult Filtering off.

[bytespider]

This is happening to me also. I assumed it was something weird with my DNS but it's been going on for so long now I decided to search and found this thread.

[AlSeek]

Thanks for the update. I've replied with details now too. Hopefully your new contact is more successful. I appreciate it's difficult position for you when you are dependant on other teams to make progress if they are not forthcoming. With your new contact I would be happy to try a new sim card or replacement router if that can be issued by Three to at least experiment with changing some variables.
But as has been said by others, 5 months is a long time and if the new contact also can not get to a resolution then I would think some compensation is in order, being stuck mid-contract and a price rise coming in April for this is not sitting right.

[applepieman]

I have sent details.

However, this is all very confusing. How can you pass an issue to the technical support team and they just ignore it? That being the case where else can you now go? It seems we have reached the point where we as customers must now start emailing CEOs/OFCOM etc explaining that our concerns/issue has been ignored for 5 months with no resolution anywhere in sight. 

[seangb1989]

I think they are just waiting for the vodafone merger, lol.

[EDIflyer]

Really happening a lot this weekend on Github - tested again without VPN active and totally unusable. Once I put VPN on it went back to working fine but obviously lose speed from doing so.  @JonathanB given this is so clearly reproducible by so many customers surely it has been escalated higher up in the technical department and some progress has been made???

[applepieman]

This happens on windows and android fire me.

[seangb1989]

Are there any Windows machines affected by this? According to the tracker this seems to be a Linux/Unix (Macos) Issue.