topic Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show in Broadband

"SIM card not ready" in broadband app; always needing to re-setup, only seems to show when on 4G+

TheWinterNight — Thu, 06 Apr 2023 14:28:29 GMT

Hello,

Received my 5G router and SIM card yesterday. For disclosure, I live in an area with excellent 5G coverage indoors/outdoors with Three.

I'm having various issues. Firstly, despite having internet working, I am only getting 4G speeds no matter where I place it and when the internet icon turns blue, then in the broadband app, I am constantly getting "SIM card not ready" despite it being confirmed as activated, and it appears to show this when it's trying to connect to 5G, because the only time I get the connected view with the signal strength etc is when I'm on 4G+. At times. the internet symbol will go to blue, but it seems to go back to the green (i.e 4G) the moment you actually then use the internet.

I have tried resetting the hub, putting the SIM card back in...everything.

I would be very grateful for some help.

Thanks

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

sc1999 — Thu, 06 Apr 2023 14:57:58 GMT

I cannot offer any help other than to say that if you are getting 5g on your phone that there is no guarantee that you get 5g broadband. Have you tried 333 customer services.

Ohters who may be able to help will be asking for router model and software version.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

TheWinterNight — Thu, 06 Apr 2023 15:29:47 GMT

It was confirmed I was in a strong 5G zone with Three for the broadband.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

Anvil_Iron — Thu, 06 Apr 2023 15:58:53 GMT

Hi. Have you tried the usual putting the SIM into a phone to see if it behaves as expected? 5G? Downloading a big file such a 6GB movie to see if the signal strength drops?

You mentioned "resetting the hub" but is this just restarting or a factory reset?

I'm assuming you have a Zyxel NR5103E router?

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

TheWinterNight — Thu, 06 Apr 2023 20:03:19 GMT

Hey!

Yes, I put it in my phone and was getting 5G with no issue, with good signal by the window where the router is. I was getting speeds double of what I'm getting with the SIM in the router. I did a factory reset and I can confirm that is the router I have, yes!

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

Anvil_Iron — Fri, 07 Apr 2023 09:43:55 GMT

There one thing you could try and that's to set the bands manually. From the web configurator, note down the bands used in the Cellular Info page. Mine use B1, B3 and n78.

Go to Network Setting > Broadband > Cellular Band > disable Auto Band Selection

Select the bands in the list and Apply. You also try omitting one of the B bands but n78 remains for 5G.

Otherwise it sounds like a faulty router that needs replacing.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

TheWinterNight — Sat, 08 Apr 2023 14:01:16 GMT

Yep so I tried to change the bands, but even before that, it has ZERO 5G signal when looking at the bar. Only LTE, so when I switched the bands, I got no internet at all. Something must be wrong the router, because in the phone the SIM behaves totally normally and I get v strong 5G on it.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

JonathanB — Wed, 12 Apr 2023 14:21:11 GMT

Hi @TheWinterNight,

I'm sorry to hear that your new router has not been connecting to 5G. I've seen a small number of cases like this where the NR5103E seemed to have a hardware fault and would not connect to 5G signal. I'll send a private message to get you in touch with some colleagues that can help further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

dane_1977 — Tue, 18 Apr 2023 15:35:09 GMT

Hi, apologies for hijacking this thread, but i am having identical issues with same router.

@TheWinterNight did your issue get resolved with a replacement router. Contacted chat but was told tests run and all was working fine.

@JonathanB could you recommend any other approaches i could take please?

Many Thanks,

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

JonathanB — Wed, 19 Apr 2023 13:01:14 GMT

Hi @dane_1977,

I'm sorry to hear that you're also running into these issues. I wouldn't consider it a hijack if it seems to be the same problem, no need to apologise.

Just to check, have you tried experimenting with what bands you're connecting to as @Anvil_Iron described in the replies on this thread? The issue may be down to the local masts/coverage so it's best to try this first, so we can be more sure that it's a faulty router. 5G Broadband currently uses a combination of 4/5G so we've seen a few instances where the automatic connection latches onto a 4G mast when 5G is available.

Have you been able to test if you get 5G on any other devices? For example, do you use Three for your phone too, or do you have an unlocked 5G phone you can pop the router SIM in?

Thanks,
JonathanB

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

TheWinterNight — Wed, 19 Apr 2023 15:11:04 GMT

Hi Jonathan,

I can't see your message sorry.

I actually spoke to the tech team who weren't very helpful. They refused to assume my hardware could have a problem (as I just wanted to try replacing the router), they said they'd have people look into the 5G signal in my area but I've heard nothing. The 5G signal in my area with Three is excellent, though, so I'm not too happy right now.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

TheWinterNight — Wed, 19 Apr 2023 15:11:46 GMT

Unfortunately not, they've refused to replace my router, just saying they'll have a team look into the 5G in my area which is a bit of a cop out, as multiple tests showcase the Three 5G to be excellent where I am.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

JonathanB — Wed, 19 Apr 2023 15:20:05 GMT

Hi @TheWinterNight,

I've sent another one just in case. Are you checking your private messages inbox on the community? It's in the menu that appears when you click on your avatar/profile image in the top right of a community page Here's a couple of images for where to look:

Mobile browser:

PC Browser:

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

TheWinterNight — Wed, 19 Apr 2023 15:31:33 GMT

Thanks. Jonathan, very weird, I guess I didn't get a notification for the first one. Speak to you there!

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

dane_1977 — Wed, 03 May 2023 15:38:42 GMT

Hi @JonathanB yes i get 5G fine on the phone with three sim. I've also tried locking to the N band - the router is also showing as blue on the top. Just not able to make any progress with customer services chat.

Any other way to prove if the router is faulty? Obvious symptom is when the router seems to try to connect to 5G, the 5G app states sim card is not ready. Then flips back to 4G+. The connection is never dropped.

Hope that makes sense.

Thanks,

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

AndrewM — Sun, 07 May 2023 00:35:18 GMT

I have exactly the same issue as described above, same set of conditions and solutions tried.

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

dane_1977 — Tue, 16 May 2023 19:48:55 GMT

Hi @AndrewM i pretty much had to beg support to send me a replacement router. Initially they were going to cancel the contract and start a new one - but i said i did not want another credit search. Stick with support - complain, etc. The new router turned up, plugged in and connected to 5G like a dream!

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

JoshhDaw — Sat, 15 Jul 2023 20:38:31 GMT

Can you do this for me please. Customer service being no help and having the same issue!

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

JoshhDaw — Sat, 15 Jul 2023 20:40:10 GMT

I had a different issue and they cancelled my 10 month in contract and I set a new one up. Only to get this issue now!

Re: "SIM card not ready" in broadband app; always needing to re-setup, only seems to show

ShamoneLee — Mon, 04 Sep 2023 14:16:25 GMT

I have the exact same issue, any chance you could help me also to fix my hardware?

Thanks

Lee