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Beginner
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Message 181 of 313

Re: BT Infinity and https connection issues

I swapped to a tplink  router, changed DNS servers, use multiple pcs annd devices, different browsers. 

 

The closest to a fix is DNS change BUT is a fifty percent fix only,

 

how much detailed noise annd protest do we need to make to get BT to own up in the south west to thus problem and permanently fix Https?

 

i don't regard naff scripted uninformed support emails as help.

 

im in Portishead and I'm sick to death if this **bleep**ty issue slowing down banking, search, email, cloud and even iPad updates. BT, if I could I would love to change to a more helpful competitor because this is a two year old problem and completely outrageous.

 

ive read all these threads now, time after time, no real fix in sight. Terrible customer service. No excuse.

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Guru
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Message 182 of 313

Re: BT Infinity and https connection issues

My banking is real slow as well, also when I login to check my bills on BT takes forever.

 

There is a problem somewhere... just need to identify it.

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Beginner
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Message 183 of 313

Re: BT Infinity and https connection issues

Well I've written to them again in frustration. I'm not sitting being scripted through again when i know full well the problem is outside the house.

****

Hi I need your help,

 

 

 

The previous response is NOT help and does not use any of the information I provide, it instead takes my time to repeat information I already submitted. Don't do this guys, Please read the following as I am NOT the only client suffering this problem with your South West infinity infra structure. There isn't any point in spending hours on the phone doing scripted stuff on my home kit. An engineer on the Portishead infinity network will get far far further without coming to my house.

 

 

I don't know how I can make it clearer but I'm going to try once again. Please, Please, Please have one of your technical leads read this thread through-I'm not the only sufferer in the South West UK and the standard scripts will NOT help us.

 

There are nineteen pages, spanning over a year. This is a ROUTER/BT infrastructure issue in this region and NOTHING to do with our home equipment.

 

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

http://community.bt.com/t5/BT-Infinity/BT-Infinity-and-https-connection-issues/td-p/154543/page/19

 

I've swapped the homehub out for a Tplink router. This is faster but has made little difference to the https issue. We've tried a number of DNS servers, not just the defaults. This improves the situation somewhat, but we still have to reboot once or twice a week to access the bank or anything with verified by visa/https in general.

 

The problem exists on all our devices and browsers.

 

Here we have an Ipad, laptop, 3 pc's and an internet enabled TV (Viera - Panasonic).

 

Browsers vary from Firefox, IE9, Safari on the Ipad and google chrome.

 

Operating systems include Windows 7, windows 8, IOS 6 and Android (phone).

 

The laptop and Ipad are wireless. The other devices are connected to the router by Cat5e cable, the TV and TV's PC via a seconday hub.

 

The problem is the same for all devices and exists one homehub 3 or the Tplink.

 

What I am hoping BT will do is skip the standard routine of router reboot, pc reboot and line check in favour of investigating both my comments and the comments listed in the forum thread.

 

There IS an issue in the southwest Infinity infrastructure that does not appear for many other others outside of the region and it needs correctly addressing at this level.

 

A generic home user scripted basic response is NOT useful here: please escalate this past the usual time consuming scripts and get the network specialists to look at this problem fully at the regional routing level.

 

I don't know what else I can say to convince the support dept at BT that this IS what needs to happen - but please please read the forum threads I've listed or just search your community forums for the HTTPS threads yourselves.

 

This is a customer service and support problem that is not reflecting great on BT.

 

I would be very grateful to hear a positive, direct response that is a genuine reassurance that the appropriate level of support and action on the network will be taken.

 

Thank you for your help and attention.

  ******

 

I did get a little frustrated. Some guy emailed wanting me to repeat the whole lot again...clearly designed to be a bit of a fob off and no indication they'd paid attention to what was posted. Yech.

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Aspiring Contributor
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Message 184 of 313

Re: BT Infinity and https connection issues

So after a chat with a nice scottish bloke from BT he escalated the problem to BT wholesale. I got a call from BT today (not sure if this was wholesale but it was an Indian call centre. They had to ask me to give them the problem again, as well as what device I am using and if it was wired or wireless (sigh, multiple devices, mutliple OS's, both wired and wireless). He then wanted to screen share with me. NOPE. Sorry this is not a problem on my end and you are getting access to none of my devices. Did not like that he asked me that at all. Anyway seeing as the problem wasn't happening when he rang he said to ring them when it occurs again as he couldn't see a problem on my line.

 

So the problem isn't happening right now. That's great. But if it does then I will be sending one last email before terminating the contract. Why someone from BT can't just come in this 18 page thread which clearly has activity and say "OK there's a problem. We will look into it. Is it OK if I get in contact with some of you to ask for more details?". I just need you to get it into your head that this is a problem beyond your call centres and beyond your call out engineers.

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Distinguished Guru
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Message 185 of 313

Re: BT Infinity and https connection issues

If the problem isn't happening, doesn't that mean the problem has been fixed?
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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If not, I'll try again 🙂
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Guru
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Message 186 of 313

Re: BT Infinity and https connection issues

It's mixed water for me, it either takes a day literully like a minute or it will do it instantly like any normal protocol.

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Beginner
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Message 187 of 313

Re: BT Infinity and https connection issues

For whatever reason they're in denial?

 

The fix may well be an obscure problem is some arcane software on some backbone device that costs a lot to fix?

 

i feel they rely on the call centre trick to fob us off as they know no one wants to from through the hassle of the script and procedure when it's clearly not gogag to help. The moment a viable, not BT reliant alternative is available I'm taking it.

 

its terrible terrible customer service to avoid such an issue and fob us off with highly irrelevant and inconvnient "procedures" when it's not a house holder problem. Idiots.

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Beginner
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Message 188 of 313

Re: BT Infinity and https connection issues

I'd like to add my name to the list of people experiencing this exact problem: intermittent speed problems accessing HTTPS sites.  (I'm in Bath.)  Often it slows to the point that I'm getting browser timeouts.  I usually find reseting the cable modem (by pulling the power and plugging it in again) sorts it out for a bit, but it's usually knackered again within a few hours.  I'm technically literate and I've tried all the stuff other people on this thread have tried, and I am 100% sure the problem isn't in my house.

 

Really is poor that BT won't acknowledge there is a problem.

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Aspiring Contributor
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Message 189 of 313

Re: BT Infinity and https connection issues

Met too, for over a year, in Bath.

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Beginner
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Message 190 of 313

Re: BT Infinity and https connection issues

Decided to register and add another voice reporting intermittent https access, also from Bath.  I've had BT Infinity for over a year and have much the same symptoms of other reports in this thread, going back to when Infinity was first installed - no problems with non-https web connections and download, but go through phases after a few days when https accesss to gmail, banking sites, PayPal, HMRC and other secure shopping sites never gets off the ground.  Extremely frustrating.  Hub reboot usually provides some relief but today seemed particularly bad.  All attached devices affected, including tablets, and the problem occurs for multiple https sites, so it's clearly an issue in the network as others have described.

 

Sorry to be another voice reporting the issue, rather than a response from BT to acknowledge and provide some feedback about how it is being addressed.  Would you be kind enough to do that, please?

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