topic Re: Zyxel NR5103E in Broadband

Zyxel NR5103E

MaHeRoV — Sat, 06 May 2023 15:36:52 GMT

My internet connection drops every two hours or so and does not reconnect back until I manually reboot my 5G Hub (I have the Zyxel NR5103E Broadband device). This is quite frustrating as the device is working well and the signals are always strong even when the connection drops. I have had called THREE plenty of times over the past few hours but I am now almost fed up and currently thinking of cancelling my contract and shipping the hub back to them. It's only been two days since I ordered the device but this issue is already getting on my nerves.

Re: Zyxel NR5103E

MaHeRoV — Mon, 08 May 2023 01:07:04 GMT

@JonathanB has this been an ongoing issue with Zyxel routers?

Re: Zyxel NR5103E

JonathanB — Tue, 09 May 2023 14:05:20 GMT

Hi @MaHeRoV,

I'm really sorry to hear that you've been experiencing all these drop outs. I've seen a couple of users describe drop outs like this on the NR5103E, but I don't recall anyone describing it as this frequent of an issue, I can appreciate that dropping connection every 2 hours will be extremely disruptive.

The issue may potentially be linked to fluctuations in signal, as @crypt0ninja was able to replicate an issue like this by effectively forcing the router to switch it's connection between two different masts. So you may be on the edge of signals broadcasting from 2 or more masts.

I'd recommend experimenting with band locking to see if this helps.

Menu Icon (Top Right) > Network Setting > Broadband > Cellular Band Tab

You should be able to change the band management to manual, then if you experiment with using N78 (required for 5G) and combinations of one or more "B" bands.

There's a few threads discussing this but may help as a few users have listed some combinations that have worked for them. The best bands to use will vary depending on the masts in your area, but hopefully by experimenting with these settings you'll find a good connection which doesn't drop.

Thanks,
JonathanB

Re: Zyxel NR5103E

MaHeRoV — Wed, 10 May 2023 06:27:42 GMT

I tried different combinations of one or more "B" bands but nothing worked unfortunately. I also realised that, on the router's webpage, I have always had no signal for 5G and that it was just the LTE signal that is green in color. This is just weird as the Broadband sim works perfectly on a mobile device that supports 5G. I don't understand much about masts and cellular tower locations or how to locate the ones nearest to me as I am not tech-savvy. The call centre and webchat people have got no clue whatsoever and I'm that close to giving up and cancelling my contract 😞

Re: Zyxel NR5103E

Anvil_Iron — Wed, 10 May 2023 15:36:33 GMT

I would be frustrated and annoyed if the Three check coverage for my postcode said 5G was available and offered a 5G router but only to find the router can't connect at 5G. It could be a case of not enough capacity as @sc1999 mentions here Cannot subscribe to 5G Home Broadband - Three Community - 12590 as to why a phone gets 5G but the router can't.

It's no consolation but you could try to limit the router to just 4G to see if the connection is more stable. Network Setting > Broadband > Cellular Band > Preferred Access Technology > 4G

4G would still be much faster than ADSL broadband.

If you can, provide the Cellular Info > Service Information info.

Re: Zyxel NR5103E

MaHeRoV — Wed, 10 May 2023 15:50:44 GMT

Ok, the image is uploaded here. It may take a while until it gets posted

Re: Zyxel NR5103E

Anvil_Iron — Thu, 11 May 2023 10:31:18 GMT

Have you tried limiting the router to just 4G?

Have to tried just B3 and B20 only? These are the main two bands for 4G for Three. Band 32 can also be tried.

Re: Zyxel NR5103E

JonathanB — Thu, 11 May 2023 11:02:34 GMT

Hi @MaHeRoV,

Thanks for trying these suggestions out. Now that you mention this issue of not being able to connect to 5G, it may be indicative of a faulty router.

I'll send you a private message to get you in touch with some colleagues that can check this out.

Thanks,
Jonathan

Re: Zyxel NR5103E

MaHeRoV — Thu, 11 May 2023 14:19:42 GMT

I haven't because I got the router for 5G coverage. If I wanted 4G only, I would have asked for the 4G Hub instead. Seems like a faulty router. I have asked for a replacement and hopefully no issues will arise when using the new device.

Re: Zyxel NR5103E

MaHeRoV — Fri, 19 May 2023 18:09:16 GMT

UPDATE: So after endless calls to THREE technical support and finally reaching through to the Social media Team, it was suggested that this could be a router issue. I received a replacement device 6 days ago and as soon as I unboxed it, I realised that the one I had was not only faulty, but was actually physically damaged from the inside (I could here things shaking in there).

Anyway, the replacement router turned out to be the solution to my problem, and I haven't had a single dropout since then. However, one issue I have had with the new device is that the icon lights are messed up. I tried the device in different places at home, and when I get an excellent 5G signal (all bars are lit in green on the router's webpage/excellent coverage on the 5G Broadband app), the signal strength light on the device turns red. But when I get a weaker signal (one or two bars lit in green on the router's webpage/fair coverage on the 5G Broadband app), the signal strength light on the device turns blue. In either case, the connection is stable and no dropouts happen. It doesn't seem like the download/upload speed changes when the signal gets stronger or weaker. I was wondering if there is something I can do to make the best use of my 5G at home.

Re: Zyxel NR5103E

Steveculligan — Mon, 12 Jun 2023 13:10:14 GMT

I am the American issues

Re: Zyxel NR5103E

Steveculligan — Mon, 12 Jun 2023 13:23:47 GMT

Hi I am the same problems with my zyxel nr5103e router. I have had the 5G broadband contract since jan 23 and there hasn’t been a week where the connection hasn’t been dropped on numerous occasion. Each call said there was network issues in your area which I am now not convinced that this is my problem because when it drops I am able the use my Three mobile phone hotspot to try and continue with things like Skype or Teams will the router is rebooted. When reboot the router via a power cycle or using the app when the router restarts the connection is resumed. When rebooting through the app I notice there is a message saying Sim not recognised but on reboot it’s OK. I have taken the device to a Three shop to ensure the Sim is in OK and do so e basic checks like firmware and configuration such as APN but not faults have been found. I have done a factory reset an number of time which is inconvenient as I then need to set passwords and configuration of all my Smart devices. I believe there is a problem with the router an wonder how this can be resolved as without the reliability it is eco img unsuable

Re: Zyxel NR5103E

MaHeRoV — Mon, 12 Jun 2023 17:44:28 GMT

I think replacing the router could help solve the problem. It's been almost a month since I replaced mine and I haven't expereinced a single dropout since then. Not sure why THREE would send out faulty routers in the first place though.

Re: Zyxel NR5103E

stevekn — Tue, 11 Jul 2023 13:14:25 GMT

similar problem with the ZTE ( 15 firmware) drops internet several times a day ( comes back if left for minutes to hours) although if I restart ( possible from ZTE app) I re-connect straight away at good speeds.

"excellent" 5G signal, been a long time on Three and taking to ZTE "support" no answers to a known problem ( there is a long thread on it !)

Three give us the service we are paying for...

Re: Zyxel NR5103E

dhruvnation — Fri, 21 Jul 2023 12:31:52 GMT

Hi there, I'm having the same issue. Looks like a faulty router as it will not connect to 5G as my phone which is on three with full 5G. I called customer service and they just don't seem to get it. Please can you get a replacement asap? This is

Re: Zyxel NR5103E

Waggers — Wed, 27 Dec 2023 19:18:54 GMT

This problem of the Zyxel NR5103E not automatically reconnecting after it loses it's internet connection seems to be quite common.

I've read posts that state the router will lose connection during a rain storm.

I'm currently in Italy and following a rain storm the router in my UK home lost connection and wont reconnect. . I phoned 3's technical support to see if they remotely reboot the device. No success.

Now, for the next 4 weeks none of my security cameras will function, nor will my Alexa routines or my smart heating. To make matters worse, 3 have just sent me this month's bill!

Looking through various forums, this inability to reconnect without a physical reboot is a known issue.

Surely it can't be rocket science to tweak the firmware so the router will automatically reconnect when it has lost it's signal.

For me, I'm totally stuck until I return home so I can switch it off and on again.

Re: Zyxel NR5103E

pwoodward — Sat, 06 Jan 2024 20:59:00 GMT

I'm seeing endless dropouts - multiple times every day, it's been happening for weeks; it'll often work for hours and then fail multiple times within an hour; no pattern for time of day etc. I've tried talking to three phone support, but they are utterly clueless (unable to understand the difference wired, WiFi and cellular connections). When connected, I seem to get a reliable 150/10Mbit.

I'm currently running the modem in pass-through mode (Ethernet connection to router), but I had identical behaviour in router mode as well.

During a failure, the NR5103E admin interface always shows cellular connected, but I'm unable to ping three's DNS servers for instance. It often resolves with no interaction within ~10 mins, but a reboot will usually (but not always) fix immediately.

I'd be grateful for any tips as it's driving me crazy.

Current Firmware Version: V1.00(ACBJ.0)b14

Re: Zyxel NR5103E

Boitus33 — Thu, 02 May 2024 06:51:34 GMT

I bought the same one 1 week ago and I’m experiencing the same… it seems that’s the way it goes since a while ago, right?

Re: Zyxel NR5103E

jbsv1502 — Mon, 13 May 2024 08:59:07 GMT

Hi @JonathanB - I am also having the same issue of the internet dropping every couple of hours maybe even more than that. It means I then have to reconnect to the VPN and refresh...how can I get help on this...this has started happening over the last couple of months

Re: Zyxel NR5103E

Binks — Wed, 14 Aug 2024 20:04:57 GMT

I had the exact same issue recently with my Sony Tv. what seem to work was placing the router in a direct line of site to the TV but at the same time had to also be next to a window to get the best signal. I found the connection dropped way less frequently. But Because the connection was still dropping at times, I called three and demanded they sent me a new router. It turned out that the old router they gave me was faulty. After setting up the new router upstairs in the bedroom window, the connection did not cut out. so my recommendation to you is to ask for a replacement 5G tower/router.