I’m trying to use thegvoffice.com from my home PC (Windows/Firefox) but keep getting network issues - the same device works find using a THREE mobile connection
What steps have you taken to resolve the issue?
Ran TRACERT and can see CLOUDFLARE timeouts
Tried Google DNS and CLOUDFLARE DNS - no joy
Call EE Broadband support who said they cannot help.
What are the steps to reproduce the issue?
I sign into thegvoffice.com (database application) and then most subsequent ‘page clicks’ (to view information) hang - sometimes they work if I refresh. I’ve tried all the steps to clear cache, restart devices etc. The application support team have checked and the application is fine - they are convinced it is a network issue between my PC and the application via EE broadband. EE broadband support say they cannot do anything to help.
All other websites work absolutely fine (500mbps fibre broadband) - it is just this one. If I access the same system from a different location (not my home) it works fine. If I disconnect the broadband and tether the PC to a THREE network mobile it works fine. It also works fine from home using an iPad.
A traceroute generally isn’t a good indicator as the results can be misunderstood, and it’s only really the behaviour of TCP packets to port 443, not ICMP packets, that’s important. But you can post that as a starter, tcptraceroute to port 443 would be better.
Hello - thanks for such a fast response …I’m not very technical and the suggestion of using tcptraceroute did not get me anywhere as I cannot find the command to type in the windows command ..I tried tracetcp thegvoffice.com but is gave an error saying that tracetcp was not know.
What I did find in the forums is a mention of issues with the IPv6 allocation settings on the BT Smarthub (issues with BT/EE broadband) - they suggested setting it to ‘OFF’ (it was set as ‘stateless’).
I’ve tried making that change and so far things do seem to be imroved although it is early days.
More research suggested a ‘reset’ of the SH2 (switch off and leave for a while and restart) - a new IP address has now been allocated and things are looking better. I am now wondering if the recent change to install fibre broadband (EE) instead of the previous ‘copper’ BT cable might be part of the problem. The router was never switched off during this process and maybe retained the ‘old’ IP address.
Update …the problem of network timeouts persists and I spotted on another thread that the issue may be linked to the IPv6setting on my SH2. The advice was to change the IPv6 setting from ‘Stateless’ to ‘Off’.- I did this and the connection issues to Cloudflare served website has dramatically improved. I switched it back to ‘Stateless’ (default setting) and the problem comes back - so, there does seem to be some issue with this IPv6 setting and Cloudflare served websites accessed via BT/EE broadband. So far I cannot get BT/EE/Cloudflare to investigate further (I’ve tried EE tech support who say ‘nothing wrong’)…maybe more comments/threads on this topic will give it some priority?
Thanks, Neil