topic Re: WiFi Connected but No Internet in Broadband

WiFi Connected but No Internet

SlamDank — Fri, 05 Aug 2022 18:33:51 GMT

Received our 5G hub last week and it all worked brilliantly for the first few days. However since Sunday evening I've had no internet whatsoever. All devices will connect to the network absolutely fine but with no functional internet access.

Have tried resetting everything, multiple times, and removing the SIM but no change. I spoke with 3 over the phone who advised there was no issue and reset everything at their end. Despite their confident assurances this changed nothing.

Re: WiFi Connected but No Internet

CraigLee — Sat, 06 Aug 2022 19:12:50 GMT

Sounds exactly the same as how mine has been. We’ve had the 5G Hub since March and from day 1 the service has been brilliant …up until last Saturday. Since then our ‘Network’ light flickers between white and blue every 15 minutes or so. When it’s blue the internet is literally dead, so much so that even my Speedtest app can’t even find a server to test the download and upload speeds. Trying to watch a movie or game online for more than 15 minutes is impossible at this point.

I’m going to give them a call tomorrow as it’s unfortunately shut right now. If the network doesn’t improve I’ll definitely be looking to move elsewhere.

Hopefully I bump your thread enough for someone else or a Mod to shed some light on this.

Re: WiFi Connected but No Internet

SarahC — Mon, 08 Aug 2022 12:18:28 GMT

Hey @SlamDank

How frustrating, especially because it was working so well initially. I'm really sorry to hear that our team weren't able to resolve it over the phone.

Are you still experiencing the same issues? I would advise following our troubleshooting section on our device support. Please select one of the options under 'What issues are you experiencing?' and this will troubleshoot with you.

If this still doesn't provide any help or solutions you haven't already tried, then please do let us know.

SarahC

Re: WiFi Connected but No Internet

SarahC — Mon, 08 Aug 2022 12:23:10 GMT

Hi @CraigLee

Have you tried using our device support page? If you select an option under 'What issues are you experiencing?' this should provide some troubleshooting options.

Please do let us know if this makes a difference!

SarahC

Re: WiFi Connected but No Internet

HampshireBaz — Tue, 09 Aug 2022 07:07:20 GMT

I think I am having the same issue as you here in Southampton, no Internet at all when the ZTE 5G hub is configured to use 5G but it works when manually set to 4G, albeit a lot slower. It stopped working last weekend, It had been rock solid for 3 months. It is very frustrating especially when being fobbed off by customer services to restart and clean the SIM!

Have you tried setting the hub to use 4G only to see if you then get Internet, I wonder if you get the same result as me?

Re: WiFi Connected but No Internet

FWAGuru — Tue, 16 Aug 2022 13:49:38 GMT

Yeah and their device support page has not been updated with the new routers which is annoying.

The only thing I can suggest is going through the setup steps and placements steps again. Move it upstairs if you can and find out where the location of the mast is so your router has as close to line of sight as you can get.

The other thing to check is Wifi congestion - Are your neighbours using the same Wifi channels as you are? If so then change the channel.

Three support should be walking you through all of this stuff and logging onto the device themselves so they can see all the signal strengths and any interference, and making suggestion on how to improve the service through placement of the device

Re: WiFi Connected but No Internet

Biilym — Tue, 01 Nov 2022 18:05:38 GMT

Having similar issues router disconnecting 4/5 times per day makes working from home totally useless and quite frankly customer service is atrocious. Obviously the ZTE hub is not up to the job since Three have ditched it already. Still waiting for us another call back but if it's not a new hub, I'm off. WITH NO CANCELLATION CHARGES!

Re: WiFi Connected but No Internet

Tammy80 — Fri, 09 Jun 2023 10:25:23 GMT

Mine is exactly the same. Getting so frustrated, think I'm going to leave three.

Re: WiFi Connected but No Internet

Chilly — Sat, 23 Sep 2023 13:08:05 GMT

Thought I was going mad but after reading all the above I know it's not me as stated above I have been.with 3 since march it's been great but last sat half my devices in my home can't connect to 2.4ghz wifi ie sat box printer ring doorbell I spent over 2 hours on the phone to support tried everything my end and theirs they then gave phone no. to ring not 1 not 2 but 3 phone numbers to ring none of them would connect in fact think 2 of them were old fax machine numbers and so a week later still the same with no answers oh according to them and my router settings I'm getting great speeds yet things won't connect I also am going to have to leave heads up 3 something is wrong with Yr network or my router which I asked if it could be changed I was told that's not possible even if I take it to my nearest 3 shop. Shocking custer service and what was a great broadband is now pretty much useless

Re: WiFi Connected but No Internet

stevekn — Tue, 17 Oct 2023 23:59:39 GMT

Sarah, do you have a solution to 5G broadband modems ( with "good" 5G signal) dropping the internet, and require a restart, several times a day ?

Re: WiFi Connected but No Internet

Houbsnsh — Sat, 02 Dec 2023 15:17:12 GMT

Mine is the same ,say excellent signal however nothing is connecting . Worked fine first few months

Re: WiFi Connected but No Internet

JonathanB — Mon, 04 Dec 2023 17:15:19 GMT

Hi @Houbsnsh,

If this issue started for you over the weekend, you may have been affected by an outage. This should now be resolved. Has this came back online in the meantime, if not does rebooting the router seem to help?

Thanks,
Jonathan

Re: WiFi Connected but No Internet

swyftie — Thu, 29 Feb 2024 23:16:32 GMT

I have the same issue. I am having to reset the modem multiple times per week which is not great.

I'm just three months into an 18 month contract but am now looking at ways out of it as this is not what I have signed up for.

The help pages, including device support sadly just send you in circles.

Re: WiFi Connected but No Internet

Kimmy3002 — Fri, 31 May 2024 16:02:42 GMT

Got mine today an I have no internet even tho our phones are with three an are working at full signal the hub won't connect at all

Will be cancelling an sending back

Re: WiFi Connected but No Internet

Hasbu — Mon, 10 Jun 2024 18:49:21 GMT

Having same issue with my 4g wireless broadband of three bought it on 18 may working fine 1 week and after that it's crap no Internet connect and disconnect talked to three customer service several times issue not resolved.

Re: WiFi Connected but No Internet

Hasbu — Mon, 10 Jun 2024 18:52:56 GMT

If ur in ur cooling off period u can cancel the contract and

Re: WiFi Connected but No Internet

Gazmufcjones79 — Thu, 15 Aug 2024 09:34:16 GMT

I'm having the same after 3 months connected but can't stream a single show on streaming channels

Re: WiFi Connected but No Internet

Gazmufcjones79 — Thu, 15 Aug 2024 09:38:27 GMT

None of your fixes work it's your excuse constantly making us all go round in circles. Your making it look like it's at our end I think everyone here knows that it's not, we are not stupid

Re: WiFi Connected but No Internet

BigBarry — Sun, 18 Aug 2024 22:19:04 GMT

Excuse me, we are not daft we know what to do we are aware of using and doing we’re all Capable of using technology 😂

Re: WiFi Connected but No Internet

Sean3 — Wed, 21 Aug 2024 22:06:38 GMT

Had a 5G router for 2 years, only get 4g, with no problems, got a new contract in May with other things, returned old router a few weeks ago, and having trouble connecting most devices, which I can connect and run off my iPhone, I feel like bouncing the router down the street, but it does not belong to me, being to shop a few times (20 mile round trip) to try to sort this out, and rang three, and daughter has contacted three all so, o am so frustrated at the way things have turn out, if I had just got router I would return it, I have being with three for years, and have 4 contracts, I will be looking for services else where in future, and even thinking about sending router back and paying the 21 month I have left and finding another service.