Forum Discussion

fronty's avatar
fronty
On our wavelength
1 month ago

Is anyone else having problems getting charts to load on Hargreaves Lansdown?

Hi this is just a wild stab in the dark.

Ever since I switched from PlusNet to Virgin Media I've had problems getting the charts to load on the Hargreaves Lansdown web site. It's really odd because it only seems to affect charts being loaded from the URL chart.hl.co.uk - I can see they are throwing a "connection reset" error, so the problem seems to be at their end. If I go to the same fund on my phone connected to the wifi I get the same problem, but if I disconnect from the wifi and use the phone network (Lebara) it loads fine.

So it seems like HL are blocking my public Virgin IP address for some reason. However I asked in the Money Saving Export forums and another VM user said it was working fine for them, so I'm currently trying to find out if we're both on the same subnet or not, because I'm trying to figure out if they are blocking my individual IP address or the whole subnet.

If there's anyone else using hl.co.uk, can you let me know whether the graphs load or not and post the first three octets of your public IP address so I can try and work out what they're blocking, then maybe I can call them up with some solid info.

Here's a symptom of the graph not loading:

If I enable developer tools, the chart doesn't load and I can see the connection reset error:

 

5 Replies

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  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 month ago

    Hargreaves Lansdown uses a CDN (usually Akamai or Cloudflare) for chart rendering, and one of the CDN edge nodes is blocking or mis‑routing VM's IPs. So, you need to get an agent to refer this to whoever in 2nd level support deals with peering/CDN issues to ascertain whether the fault is inside VM's network, VM’s own peering with the CDN or with the CDN.

  • fronty's avatar
    fronty
    On our wavelength
    1 month ago

    Ok that's interesting, I have no idea who to escalate this to. Maybe I can try reaching someone at HL but it feels like trying to get through their level 1 helpdesk is going to be frustrating. Need to find another route in.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    1 month ago

    Hello fronty,

    Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing whilst trying to access charts on the Hargreaves Lansdown website. We can check with our team to see if they know of any issues. I'll do this and get back to this thread with an update.

    Kind Regards,

    Steven_L

    • fronty's avatar
      fronty
      On our wavelength
      1 month ago

      Any luck with this? I'm not getting very far with HL, they keep saying the problem is at my end.

      • fronty's avatar
        fronty
        On our wavelength
        1 month ago

        They're now refusing to investigate this any further.