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.

[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.

[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?

[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

[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 it's there any update on this? Been many weeks since this was raised and it is becoming very tiresome and irritating on a continual basis.

[MP]

Awaiting further updates on this and when it will be fixed.
PR_END_OF_FILE_ERROR has been very prevalent this past week, multiple times every day.

[baztm]

I have had the same issues related here. It started happening a few months ago, it was fine for a year or so and I contacted support. They've swapped me from a Huawei hub to a Zytel hub, got a replacement SIM and it's all still happening. Connection is good with fast speeds but often get the connection failed error when loading websites or checking out. Reloading the page will fix it. It happens on all devices, when people come to visit it happens on their devices too. Happens on my ethernet cable connected devices too.

If I use a VPN this issue goes away. Sometimes I also get 400 bad request when running updates, this too goes away when I run a VPN.