topic Re: Need Help: No 5G Connectivity with Three Home Broadband in Broadband

Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Tue, 20 Jun 2023 14:41:45 GMT

Hi everyone,

I recently subscribed to Three Home 5G Broadband, but I'm not getting the promised 5G connectivity. Despite spending an hour on the phone with support and receiving a new SIM card, the issue remains unresolved. When I contacted support again, they claimed they were upgrading the 5G in my area, but I'm skeptical since my Three network-compatible phone receives 5G just fine. I have a direct line of sight to a phone mast located approximately 300 yards away. Any advice or similar experiences from fellow users would be greatly appreciated.

Thanks!

Re: Need Help: No 5G Connectivity with Three Home Broadband

SP70 — Wed, 21 Jun 2023 13:43:43 GMT

I assume you was provided the Zyxel NR5103E. Is it running on firmware b12? Have you checked the router cellular stats page what CELL ID and Bands is your NR5103E connecting to?

Re: Need Help: No 5G Connectivity with Three Home Broadband

Spud — Wed, 21 Jun 2023 13:56:51 GMT

Is it the firmware or the actual router? I know a few months ago a batch of NR5013Es wouldn't connect to 5G and had to be replaced, i.e. not a firmware problem.

Back in January my son ordered a 4G package and received a NR5013E which performed great falling back to 4G. I assumed it was a duff 5G one, we'll find out if we ever get 5G out here.

Re: Need Help: No 5G Connectivity with Three Home Broadband

SP70 — Wed, 21 Jun 2023 14:11:21 GMT

It could be the router from a batch that wont connect to 5G. It can help knowing if the aforementioned is running on the latest firmware which I suspect it is.

Re: Need Help: No 5G Connectivity with Three Home Broadband

SP70 — Wed, 21 Jun 2023 14:35:26 GMT

If you log into the router admin panel, go onto the cellular stats page. Have a look at what CELL ID and Bands is your NR5103E connecting to. If your familiar with cellmapper, check the cell ID with mast your connected to. You can see what other bands it provides. The NR5103E supports band locking via the router admin portal. Try locking against N78 (5G) or N77(5G) with some specific band combinations to see if there is any improvement.

Re: Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Wed, 21 Jun 2023 14:40:56 GMT

Hi guys thanks for the responses.

Cell ID 12734216
Physical Cell ID 158
Band B20,B32,B3,B1
Preferred Access Technology NR5G-SA/NR5G-NSA/4G (Auto Switch)

Re: Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Wed, 21 Jun 2023 14:42:43 GMT

Hi guys thanks for the responses.

That is the correct model and firmware

Cell ID 12734216
Physical Cell ID 158
Band B20,B32,B3,B1
Preferred Access Technology NR5G-SA/NR5G-NSA/4G (Auto Switch)

Re: Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Wed, 21 Jun 2023 15:02:32 GMT

Struggling with cellmapper. But I did use this...
https://lookerstudio.google.com/u/0/reporting/590b5915-ea24-422d-bee1-300fec75b248/page/VAXQC?s=tLwUS8wD9xo
Which shows an approved mast I have a direct line of sight with at about 300 yards.

I'm not sure what you mean by Band locking. In band managment I turn off auto and try to set to n77 and n78 but I get the error

"In NR5G-NSA mode, please at least
checking one box of LTE Band Selection!"

Prefered access technology is currently NR5G-SA/NR5G-NSÆ4G (Auto Switch)

If I set Prefered access technology to NR5G-SA I lose internet.

Re: Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Wed, 21 Jun 2023 15:03:59 GMT

That's interesting because I think the router was a returned item.

Re: Need Help: No 5G Connectivity with Three Home Broadband

Spud — Wed, 21 Jun 2023 15:21:31 GMT

You say you have a Three-compatible phone that connects to 5G fine. Just to confirm, if you put your router's SIM in the phone it connects 5G? Also, if your phone has a Three SIM then you can try that in the router.

Cellmapper - the "map" link from their home page starts in the Atlantic Ocean, so scroll out, move to the UK and scroll in!

Re: Need Help: No 5G Connectivity with Three Home Broadband

SP70 — Wed, 21 Jun 2023 15:41:32 GMT

The tower your connected to is 5G enabled, located at B34 6QB

Stay on NR5G-SA/NR5G-NSA/4G (Auto Switch), disable "Band Auto Selection", and manually try these combinations and hit 'Apply'. If these don't work you may have a router hardware fault. If 3 support are telling you there is a 5g upgrade in the area, take it with a pinch of salt. 99% of the time they don't know what they are talking about.

B1+N78

B3+B20+N78

B1+B20+N78

B1+B3+B20 +N78

Re: Need Help: No 5G Connectivity with Three Home Broadband

SP70 — Wed, 21 Jun 2023 16:15:40 GMT

I forgot to mention, the mast has the following bands: 1,3,20,28. Include band B28 in your combinations when band locking

Re: Need Help: No 5G Connectivity with Three Home Broadband

Blaineyboy88 — Wed, 21 Jun 2023 17:27:21 GMT

Had the same issue, spent 30 mins with the support team. They’re sending out a new router for me to swap it over. I was also told there was issues with the mast, but my phone on the same network connects fine.

Re: Need Help: No 5G Connectivity with Three Home Broadband

paulchambers061 — Thu, 22 Jun 2023 13:03:22 GMT

SA (Stand Alone) won't work. you need NSA (Non Stand Alone). Try a combination like B1, B 20, N78. I only have the 4G+ router, so I'm only referring to the advice on another forum. Im further away than you are to my local 4G/5G mast (1/2 mile) but can get download of 600 mbps on my 5G phone and 200 mbps on the 4G+ router

Re: Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Thu, 22 Jun 2023 13:47:28 GMT

I'm online with "support" now. They are insisting that the reason I'm not getting a 5g signal is because there is an outage affecting the whole area, but it only effects broadband, somehow phones can still get 5g.

Does that sound plausible? Is it possible that a 5g signal could be sent out from a mast but only phones could receive it?

Re: Need Help: No 5G Connectivity with Three Home Broadband

Spud — Thu, 22 Jun 2023 13:50:21 GMT

APN? My router defaults to "3internet" but I can set the router to "three.co.uk".

Re: Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x — Thu, 22 Jun 2023 14:00:32 GMT

Makes no difference, LTE only.

Re: Need Help: No 5G Connectivity with Three Home Broadband

Mwthreeukuser — Thu, 22 Jun 2023 19:39:12 GMT

I signed up to three Monday. I can get a half decent 4G but no 5G. Been on with support a couple of times.
After spending a lot of time on this I can see the router connects on B3, B20 then n78 appears for a few seconds and disappears again.

the lights on the Zyxel 5103E reflect this. The internet is solid Green, goes blue for a few seconds then drops back.

had a new SIM (this was never going to be the problem, just going through the motions). Need to try and get back on to support. Fairly sure this is the router, but I don’t have access to another one to prove it.

If I can’t sort, will just go back to a slower ADSL.

Re: Need Help: No 5G Connectivity with Three Home Broadband

Anvil_Iron — Fri, 23 Jun 2023 10:09:47 GMT

The bands you provided indicates the cell serving you only provides B1(3G) and B3, B20 & B32 (4G) and therefore you won't get 5G until it's available.

It's possible that Three are prioritising 5G to phones rather than broadband due to the lack of capacity in your area.

What speeds are you getting with 4G?

Re: Need Help: No 5G Connectivity with Three Home Broadband

Anvil_Iron — Fri, 23 Jun 2023 10:18:47 GMT

The only other way to test the router is to take it to a friend or relative or even work place that may have Three 5G broadband. Use the network checker first to give you an idea.