topic Re: NR5103E No 5G Tried everything in Broadband

NR5103E No 5G Tried everything

midge5 — Mon, 13 Feb 2023 11:17:28 GMT

I have the 3 Zyxel NR5103E Modem/Router and no matter what I try I cannot get 5G, I have tried all suggestions on the forums too, still no luck, I transfer my SIM to my phone and 5G pops up straight away with 3 to 4 bars of signal strength no issues, I can tether my computer to my phone but then it means I have to leave my phone at home which isn't really an option, all I get on the Zyxel is 4GLTE, the firmware is upto date using the b12 version.

Any Ideas?

Re: NR5103E No 5G Tried everything

sc1999 — Mon, 13 Feb 2023 11:55:12 GMT

Bars on the phone are usually an indication of the voice signal strength not data. I assume that you have exhausted the skills of customer service on 333?

Last person who posted this problem got a replacement from 3 and problem solved.

Re: NR5103E No 5G Tried everything

3Gcouk — Mon, 13 Feb 2023 11:54:27 GMT

Three has a help page for this router here

There is a useful "fix a problem" tab - does that info help

https://devicesupport.three.co.uk/guides/device/Zyxel/NR5103E5GHub/#l=threeukcust&lHsim=threeukcust&d=Zyxel/NR5103E%205G%20Hub&s=LCX_Router&loc=threeuk&hsimSpinner=true

NR5103E No 5G Tried everything

Anvil_Iron — Mon, 13 Feb 2023 12:22:27 GMT

Hi, Are you getting 4G on the router? It's indicated by a green globe icon on top of the router. It would be blue if you are connected via 5G. What's the signal strength bars showing on the router?

Re: NR5103E No 5G Tried everything

midge5 — Mon, 13 Feb 2023 12:53:27 GMT

I have tried but no luck there, apparently a mast issue but my phone connects no problem as mentioned (With 5G indicated along side signal strength), I have been through the "Fix a problem" and a new sim is being sent, though from what I've read this may not be helpful, will have to see I guess.

Thanks for your response.

Re: NR5103E No 5G Tried everything

midge5 — Mon, 13 Feb 2023 12:47:50 GMT

Hi, I have just been through the "Fix a problem" page and a new sim is being sent, don't know if that will solve the issue but it's another process covered, will have to see when it arrives.

Thankyou for your response, much appreciated.

Re: NR5103E No 5G Tried everything

midge5 — Mon, 13 Feb 2023 12:51:40 GMT

Hi I am getting the green globe on top of the router (4G), there has never been a blue globe, the bars on the router are also lit green (Blue during boot) and full signal.

Thankyou for your response, much appreciated.

Re: NR5103E No 5G Tried everything

JonathanB — Mon, 13 Feb 2023 13:22:45 GMT

Hi @midge5,

Thanks for trying the troubleshooting, Let us know how it goes with the replacement SIM. I'll help get you in contact with some colleagues that can help further if it's still an issue.

Thanks,
JonathanB

Re: NR5103E No 5G Tried everything

midge5 — Mon, 13 Feb 2023 16:12:58 GMT

@Anvil_Iron apologies - the bars are lit green with occasional blue, seems to switch every now and again - the globe has still always been green though and the modem/router is close to the outside window 😉

Re: NR5103E No 5G Tried everything

Anvil_Iron — Mon, 13 Feb 2023 17:50:38 GMT

I see from your screenshots the bands used are B1 & B32 which are LTE bands. No mention of n bands which are 5G (see Pict). That's why the Access Technology is LTE and hence not 5G.

Out of interest, under Network Setting > Broadband > Cellular Band, what options do you have under, Preferred Access Technology?

When you had the SIM in the phone, does the status bar display 4G+ or LTE or 5G?

Re: NR5103E No 5G Tried everything

midge5 — Mon, 13 Feb 2023 19:16:14 GMT

The N band is 78 I have tried switching to 5G only on this band too and it reports "connection down " I have tried setting the bands manually as suggested by some in the forums but always come up with the same result, I've also tried both auto switch settings its currently set on NR5G-SA/NR5G-NSA/4G (Auto Switch) the bars on the router are blue more often than green too, believe me I have tried pretty much every combination in an effort to get 5G up and running, including resetting the router a couple of times by holding the reset down for 15s plus and cleaning the sim as 3 suggests, will see if the new sim works when I get it in the next few days.

When the sim is in my phone (Galaxy s22Ultra 5G) the network shows as connected to 5G on the top status/notification bar and I've never seen it switch to LTE while at home. (Which suggests the sim is ok)

Re: NR5103E No 5G Tried everything

Dazzar — Mon, 13 Feb 2023 21:41:08 GMT

I had the same problem demanded a replacement and when it arrived it connected straight away

Re: NR5103E No 5G Tried everything

crypt0ninja — Tue, 14 Feb 2023 11:30:15 GMT

As above, the router has a hardware fault and will need replacing.

Re: NR5103E No 5G Tried everything

midge5 — Wed, 15 Feb 2023 14:53:42 GMT

Hi, Replacement sim did not work in a successful 5G connection, the result is the same as my previous sim, I assume it's a faulty router but I think I will manage on the LTE until august when my contract is up.

Re: NR5103E No 5G Tried everything

JonathanB — Wed, 15 Feb 2023 15:39:45 GMT

Hey @midge5,

That's disappointing, but we can definitely still get it sorted if you're in contract for a few months. 5G makes a huge difference to the speeds, and we don't want you to miss out. I'll send you a private message that'll link you to more help with an exchange, in case you change your mind.

Jonathan

Re: NR5103E No 5G Tried everything

Dazzar — Thu, 16 Feb 2023 02:12:53 GMT

As I mentioned I did all the same as you and the new sim never worked , the new router did though

Re: NR5103E No 5G Tried everything

WK — Fri, 17 Feb 2023 18:01:26 GMT

Would you mind sharing how to get a replacement? I joined the service yesterday and recieved the router this morning, but even I try all the methods suggested here, I never get a 5G with the NR5103E. But with the same sim card in my Samsung phone, it works fine with 5G. Very depressing.

Re: NR5103E No 5G Tried everything

IQue — Sat, 04 Mar 2023 00:03:27 GMT

Hi did you ever get a solution to this? Just wondering if it was a hardware issue. Thanks