Area specific issues with SSL authentication in multiple apps

Hello ​@rjdx 

Thank you for reaching out to us here on the community and we are very sorry for the delay in response. 

Can you please confirm if you are still experiencing this issue?

If yes, can you provide your full postcode and the handset make/model?

Thanks, 

Nat 

Yes, still happening. 
 

Observed on three Apple devices: iPhone 12, iPhone 13, iPhone 16.

Example postcodes of where the problem has been experienced are NG3 5LG and NG6 8GE

FWIW

I’m seeing some browser oddities too and it appears to be related to the IP address allocated by iD/Three. I get the google prompt - suspicious activity and have the endure their captcha highlighting birds, bikes and busy bees - then all is calm. From what I can see it’s related to 92.xx.xx.xx address range.

You’ve kinda confirmed this, as your IP address would change on WiFi (as the router allocates this address) and via NordVPN (again because this gives you an IP address)

​@Daz_S Curiously, I’ve not noticed the in-browser issues you’ve described, but does seem a similar location or IP range thing. 

I suspect that on the new 5G rollout, we’re being assigned IP ranges within new VLANs and with different firewalls/rules which are blocking some of the authentication methods apps are using in the background, but not being a Three /iD engineer myself, this is, of course, purely speculative 🤨 

I’m expecting the problem will be misunderstood, and iD’s next response will be taking me down the device troubleshooting route, but I shall remain optimistic, for now, that this will be correctly allocated to the relevant engineering team. 

Well that’s 2 of us then. But just to clarify I don’t have 5G here.

Granted I’ve not had any SSL errors as yet either.

But why aren’t there others seeing the same. Maybe some are and they’re not aware of these forums or just assume its a google/device thing and ignore it. Mine is very hit and miss, and being as nobody else mentioned odd behaviour (until I read yours) I thought nothing of it myself.

My guess in both cases (google and SSL) is that your phones could be bouncing between  4G and 5G, as each one would allocate a new IP address and the more it ‘bounces’ the more the same apps/sites would see your device but with forever changing IP addresses.

Hopefully iD will do their own ‘testing’, as some on here do check and when they can replicate the reported issue they send it on to the right dept within iD Towers.

I have the exact same issue, first became aware of it on 23rd Dec

iPhone 15

Postcodes BA20 and DT9

Has anyone found an answer yet?

I haven’t found a solution to my slightly different issue to yours and rjdx’s (I only posted as I was having another issue but might be related). My signal continues to be up and down though.

But if yours is a recent problem have you checked 3UK’s service status page for any reported issues?

https://www.three.co.uk/content/experience-fragments/threedigital/uk/en/site/mvno/network-status-checker/idmobile.html

Hi ​@rjdx & ​@Swiftly50 

Do you get this SSL error in all areas or just the certain ones mentioned?

Other areas are okay?

Is this specifically on 5G or 4G? Are you able to try both?

Tom

Only experienced it in the two areas mentioned. Both of these have nearby monopole 5G transmitters which only went live in the last few months. As mentioned previously, if I use NordVPN the issue resolves. 
 

Same apps work absolutely fine on 4G and 5G in other areas.

Next time I’m there, I’ll try switching off 5G to see if it’s ok on 4G. 

Not found anywhere that the error doesn’t happen

4G or 5G no difference

Most apps function okay but Just Park (the most annoying) fails on taking payment, Apple Pay or direct card, it just reports “something has gone wrong, try again”

I have to find wifi to pay for parking

ID Mobile app fails, see screen shots attached

Morrisons app fails and reports “This device has failed App Check verification”

​@rjdx 

Also note the IP address allocated by iD/Three on your phone. I might be on to something…..

(even sticking to 5G but airplane/flight mode it a couple of times to see if only certain IP’s cause this)

Your reply wasn’t showing so must have been caught in their spam filter - it happens so its unrelated.

Only posting this in case you thought I was ignoring it.

​@Tom finally had chance to try toggling to 4G only in one of the areas affected. 
 

The problem goes away on 4G, but comes back again when on 5G. This was visiting the NG3 5QS area where there’s a new 5G monopole transmitter. 
 

To reiterate; this is area and service specific.

My last response has been marked as the best answer. Why? This was confirming that there’s still an issue. 
 

​@Tom : could you un-mark that as the answer, and also chase this up as the problem is ongoing. 

The problem is worse than ever

Affecting Google Maps and gmail now

Location, 4G or 5G makes no difference

Agreed, ​@Swiftly50. It seems to coincide with wherever has had 5G switched on within the last 6 months, so clearly there’s something not right with whatever new technology they’re using, which isn’t (yet) present in their existing sites. 
 

I’m disappointed in iD’s response. Months ago I started this thread, and fellow customers have said “me too”, yet still no confirmation this has been passed to their infrastructure teams to investigate. 
 

I predict this will continue to receive no response from iD, or they’ll take us back to square one by ignoring the evidence, and giving device-troubleshooting advice 🙄

Hi ​@rjdx 

Apologies this wasn’t seen to, I’m unsure why it was and unsure why a best answer was marked, this clearly hasn’t been resolved.

Do you only have the SSL error when using the iD Mobile app or other apps too on 5G in these areas?

​@Swiftly50 

Do you have any screenshots of where Google Maps and Gmail mention an SSL error? On 4G too? Are you sure this is the same issue as described?

Tom

Gmail push notifications work but if I try to open the email I get a “no connection” error

Google Maps don’t load any new data, only cached works

ID Mobile is the only app where I’ve seen the SSL error actually reported

One to add to the list is Tastecard, works until you want to use the card then just stops, no error reported

Use wifi and all works normally

Relieved to have you back in the conversation, ​@Tom  Thank you. 
 

Apps I’ve seen consistently affected by this so far include:

Shell (petrol)
Castle Rock Brewery

Ive had others which have intermittent issues in one of these new 5G areas, but not when on WiFi or elsewhere, so not 100% sure if they’re the same issue. 

Similar issue been posted on Three’s community forums so sounds like a Three issue. 

Hi ​@Swiftly50 & ​@rjdx 

Okay, please could you let us know the postcode(s) where this issue happens? Or is this something that happens everywhere you try?

Have you tried forcing the device to 4G instead of 5G?

Tom

Location seems to have no effect in my experience

I have tried forcing 4G over 5G, again this made no difference

​@Tom I’ve supplied a couple of example postcodes earlier in the thread. There have been other areas but I was passing through so don’t know postcodes. 
 

For me, it’s not everywhere. 

Hi ​@Swiftly50 & ​@rjdx 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom