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 · ‎11-30-2023

Thank you @JonathanB - this is interesting that I suffered the same issue with GitHub using a FWA710 router therefore it's either a general issue with Zyxel firmware or, most likely, caused by something in Three's infrastructure. I would tend to suspect something like transparent proxy services, content scanning or similar. This might also explain the intermittent nature of the problem as it could be load related.

As an example, we recently had an issue at work where the client's proxy servers were unable to cope with the load and started dropped what it considered to be "long lived" sessions. This meant that some applications that relied on continuous connections failed. It may be that the GitHub Get isn't given long enough to complete before the connection is dropped.

However I still don't understand why GitHub was consistently failing (just like some of my previous examples where it turned out to be the adult content filter) and other pages where it's relatively infrequent. I haven't had any of the infrequent issues since swapping router.

BrummyGit · ‎11-29-2023

Interestingly I just ran into a problem updating my Home Assistant software. It was consistently failing pulling updates from the GitHub, however swapping to my BT FTTC service saw it update first attempt. Here is an extract from the log:

[140242398730048] Error updating Home Assistant Supervisor: Update of Supervisor failed: Can't install ghcr.io/home-assistant/amd64-hassio-supervisor:2023.11.6: 500 Server Error for http+docker://localhost/v1.43/images/create?tag=2023.11.6&fromImage=ghcr.io%2Fhome-assistant%2Famd64-hassio-supervisor&platform=linux%2Famd64: Internal Server Error ("Head "https://ghcr.io/v2/home-assistant/amd64-hassio-supervisor/manifests/2023.11.6": Get "https://ghcr.io/token?scope=repository%3Ahome-assistant%2Famd64-hassio-supervisor%3Apull&service=ghcr.io": EOF")
[140242301068992] Error updating Home Assistant Supervisor: Update of Supervisor failed: Can't install ghcr.io/home-assistant/amd64-hassio-supervisor:2023.11.6: 500 Server Error for http+docker://localhost/v1.43/images/create?tag=2023.11.6&fromImage=ghcr.io%2Fhome-assistant%2Famd64-hassio-supervisor&platform=linux%2Famd64: Internal Server Error ("Get "https://ghcr.io/v2/": EOF")
[140242171198016] Error updating Home Assistant Supervisor: Update of Supervisor failed: Can't install ghcr.io/home-assistant/amd64-hassio-supervisor:2023.11.6: 500 Server Error for http+docker://localhost/v1.43/images/create?tag=2023.11.6&fromImage=ghcr.io%2Fhome-assistant%2Famd64-hassio-supervisor&platform=linux%2Famd64: Internal Server Error ("Get "https://ghcr.io/v2/": EOF")
[140242121040064] Error updating Home Assistant Supervisor: Update of Supervisor failed: Can't install ghcr.io/home-assistant/amd64-hassio-supervisor:2023.11.6: 500 Server Error for http+docker://localhost/v1.43/images/create?tag=2023.11.6&fromImage=ghcr.io%2Fhome-assistant%2Famd64-hassio-supervisor&platform=linux%2Famd64: Internal Server Error ("Head "https://ghcr.io/v2/home-assistant/amd64-hassio-supervisor/manifests/2023.11.6": Get "https://ghcr.io/token?scope=repository%3Ahome-assistant%2Famd64-hassio-supervisor%3Apull&service=ghcr.io": EOF")
[140242121040064] Error updating Home Assistant Supervisor: Update of Supervisor failed: Can't install ghcr.io/home-assistant/amd64-hassio-supervisor:2023.11.6: 500 Server Error for http+docker://localhost/v1.43/images/create?tag=2023.11.6&fromImage=ghcr.io%2Fhome-assistant%2Famd64-hassio-supervisor&platform=linux%2Famd64: Internal Server Error ("Get "https://ghcr.io/v2/": EOF")

hughesceri · ‎11-27-2023

This has been happening to me intermittently when using github.com over the last couple of weeks / months too.

Not sure exactly how long as I've been running with 2 broadband providers but my other contract just lapsed so I'm now on 3 5G broadband 100% of the time.

It's happening quite a lot and like others on this thread, I'm concerned at how long it's taking to get a resolution.

I've just gone through the process of enabling adult content to see if that helps, but the intermittent SSL issues when accessing github.com are still there.

Is it helpful if I provide any details to your engineering team? Please let me know if it is.

JonathanB · ‎11-28-2023

Hey @hughesceri,

I'll PM you a link to the team that @EDIflyer mentioned. If you can chat with the team, they'll gather some info to get your connection info added 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

Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.

EDIflyer · ‎11-27-2023

It's worth contacting the social media team and including this thread in your message saying you've been asked to get in touch so they can get your account details and send them to the technical team.

MP · ‎11-24-2023

After experiencing the PR_END_OF_FILE_ERROR consistently for several months, I have not encountered a single occurrence in the past few days. I will continue to monitor the situation, and it would be helpful to understand if any recent changes have contributed to the resolution of this issue.

EDIflyer · ‎11-24-2023

Sadly no change here, still lots of errors to Github this evening unless I use a VPN.

applepieman · ‎11-24-2023

This issue has now been live for over a month can someone please explain what progress or discoveries have been made. I have some very annoying issues attached to this problem and so far this is hardly stellar service for paying customers.

tucu · ‎11-23-2023

I've switched the APN today to Manual mode and entered three.co.uk instead of 3internet. It's been 30 mins so far, and I've not encountered the issue again. Can anybody give that a try and report back please?

ps - speed is slower. there's more details from @JonathanB on this here: https://community.three.co.uk/t5/Network/Three-APN-Settings/m-p/5373

EDIflyer · ‎11-24-2023

I tried this previously but sadly it didn't solve the issue for me.