5G Outdoor Hub Won't Connect To Eero ❌

JamiefromUK — Thu, 16 Oct 2025 13:22:30 GMT

Hello, I am experiencing a severe and persistent issue with my Three 5G outdoor hub (Green Packet Y5-210MU) that started last Friday.

Problem Summary:

The Eero app initially showed the network as offline, but after performing a factory reset on both the Eero and the modem, the situation worsened. The Eero now completely fails to set the network back up, stating that the modem cannot connect.

I have already been told conflicting information: Three states the issue is with a "dodgy firmware update on Eero's side" that needs a patch, while Eero claims the problem lies with something Three has done, stating their own app and systems are working as expected.

My device details are:

Green Packet Y5-210MU (5G Hub):

MSN: Y5SGS243106034

IMEI: 357596150118921

MAC: 2479EF149418

3UK product code: 26840

Eero Serial Numbers:

NBBR-06ZQ-8J6N-9FGN

NBBR-03JP-HJP8-G0YS

NC7J-001Y-R267-8N9P

What is the proposed solution to resolve this ongoing connectivity failure?

Based on the conflicting reports and user workarounds (like APN changes), I need clarity on which of these proposed solutions I should be following:

Wait for a fix: Is this a known, network-wide issue (possibly a dodgy firmware update or network change on Three's end) that requires me to wait until Three releases a patch or system fix? (Users have noted that changing the Green Packet modem's APN setting sometimes works, suggesting a configuration or firmware issue.)

Replace Modem: Given the factory reset did not resolve the connection failure between the Eero and the Green Packet modem, should I be sent a replacement Green Packet modem?

Alternative SIM: Since the modem appears functional but is unable to connect to the Three network, should I use an alternative SIM card in the mean time if the problem lies with the actual Three network infrastructure?

Replace Modem and Eero: Is the problem genuinely with the Eero integration and a new modem, along with the latest Eero 7, needs to be sent to resolve the incompatibility?

Please advise on the definitive next steps. Thank you.

Re: 5G Outdoor Hub Won't Connect To Eero ❌

nelnelhk — Thu, 16 Oct 2025 16:03:41 GMT

I got the same 5G outdoor hub last friday.

Luckily, I can successfully setup the network in the very beginning...

But, later the EERO app doesn't work anymore and always say my network is offline (but the truth is it is working normally)

So, based on what other customer said, I change the ARN to three.co.uk

And, it works very well now.

FYI

Re: 5G Outdoor Hub Won't Connect To Eero ❌

JamiefromUK — Thu, 16 Oct 2025 18:00:00 GMT

Yes but I can't do this as no laptop or computer to accept an Ethernet from the hub... So can't get onto it to change any settings even as a temp fix. It's extremely annoying.

Re: 5G Outdoor Hub Won't Connect To Eero ❌

MymsMan — Thu, 16 Oct 2025 19:18:30 GMT

Find a friend with a laptop who can visit
Buy a USB to Ethernet adapter
Take hub to somewhere with a compter (work, 3 shop, library, family, ...)

Once you have changed APN in hub the rest of the set up should be straightforward and doable once you get home.

topic Re: 5G Outdoor Hub Won't Connect To Eero ❌ in Broadband

5G Outdoor Hub Won't Connect To Eero ❌

Re: 5G Outdoor Hub Won't Connect To Eero ❌

Re: 5G Outdoor Hub Won't Connect To Eero ❌

Re: 5G Outdoor Hub Won't Connect To Eero ❌