BT Infinity Unable to Access https sites although sometimes ok

[belliez]

Hi,

I have been using BT Infinity for the past 4 months since it was rolled out in my area after upgrading from BT ADSL.  Ever since upgrading my access to secure websites (https) such as gmail, some ftp sites, secure banking pages sometimes (most evenings!) stop working.  I have to keep hitting refresh or reload until the page eventually displays.  I always get a timeout error?

I have had tried with IE10 (windows 8), Chrome (on both Windows 8 and Windows 7), and IE9 on Windows 7.  In fact, I recently wiped my system, re-installed Windows 8 to confirm it is not an issue with my computer.  I also have a windows xp netbook which also has same issues.  I can also confirm same issues with my Mac computer which rules out a computer issue.

This was never an issue before I upgraded to infinity and I recently logged this fault with BT and although the guy I spoke to was helpful, he was unable to answer why this is happening?

Although I am certain this is not a computer issue, I have reset browser cache, tried different browsers, changed the DNS to openDNS - all to no avail.

I suspect either the router could be faulty (was hoping the helpful bt guy would replace it but he said its unlikely!) or there is a bt routing issue?  I run several computer repair shops and have very good IT knowledge and have tried all the usual tricks that BT you probably will suggest - although I am hoping I have missed something.

Please can you confirm there is an issue with https secure site access using BT infinity?  

Incidentally, my repair shops all have Virgin fiber optic and our own branded ADSL (BT Wholesale) and this is never an issue so this has to be a infinity issue.

Thanks

Paul

[john46]

No problem with https here on infinity with any device MAC's win 7 win8 iPhones and android devices and do not know anyone on infinity who does

[belliez]

I am thinking I could have a faulty router or modem.. both new and provided by BT a few months ago. I have seen that some others have been having issues with infinity and secure pages (facebook). Just wondering if anyone else has had issues?

[fedfan68]

Hi Paul,
I just wanted to let you know that I have the same problem, although I'm not on Infinity, but my problem has been going on for the best part of 18 months now. Is your router a HomeHub 3?
I have a desktop running windows xp, FF17 browser & AcAfee antivirus...Also a laptop running win 7, ie 9 browser & Avast antivirus, when the https problem occurs, it is the same on both machines.
I've contacted BT on numerous occasions about the problem. In the past they've sent me new HH3, which may solve the issue for a few months only to return once the HH3 is 4-5 months old.
I'm convinced this is a router problem as like you I've seen other people posting about the same issue!

[belliez]

I tested it again this weekend, turn power off to both homehub3 and infinity hub fixes it for a while.  So I am also convinced this is an equipment issue and when I get time I will get back in touch with BT.  Its a pain as it always goes down when I am using my connection so I cannot reset the hub as soon as the problem occurs.

Its an annoyance I have started to live with (but at the cost we pay for infinity this shouldnt be something we have to live with!).

I will post back more feedback as I test and diagnose this problem (but I know 100% when I remote into my work computers, all the same https sites work fine while the BT connected sites wont!).  

Paul

[belliez]

ops, was going to say that I will just inplug the homehub3 next to see if this fixes it!

[belliez]

ok, after over a month of testing, I can confirm its an issue with BT.  I have replaced the HH3 with a netgear router.  Eacactly the same problem (not as common though as I can now use gmail more than I could before) but secure http websites still time out.  BT did call to resolve this, asked me to plug the HH3 back in and will call me back the next day to confirm if sites still time out (they did!) but never phoned me back!

Still frustating that BT infinity is no very usable with secure sites.  Just changed my DNS on the netgear over to google to see how this will work (was using Open DNS on my HH3).

[Tobes]

http://community.bt.com/t5/BT-Infinity/BT-Infinity-and-https-connection-issues/td-p/154543