topic Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY in Broadband

Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Mon, 20 Mar 2023 15:47:48 GMT

Extremely frustrating - every time it rains, the router drops connection and DOES NOT RECONNECT automatically. It has to be rebooted manually, which you can only do from home.

If you're away from home and rely on your home broadband to monitor your home and your pets, you're screwed. This needs to be fixed ASAP.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

nsmhd — Mon, 20 Mar 2023 16:17:20 GMT

Yeah I noticed this too especially when using cellular IP pass-though mode you sometimes have to reboot both routers.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

crypt0ninja — Tue, 21 Mar 2023 11:49:09 GMT

Yeah I'm using passthrough to my Deco PX50 units and I notice that if the NR5103E IP changes or it switches cells (which is not a rare occurrence and results in IP change) then the passthrough device(s) (my Decos) lose connectivity as they don't immediately pick up the change in connection, sometimes this resolves itself after a few minutes and I notice the IP then changes in the Deco app, but often I notice they don't pick up the change at all when this happens, so they lose internet connectivity completely and I have to reboot the Deco units for them to pick up the change and have an established internet connection again.

I can replicate this issue by forcing a band selection change that causes a switch to a different cell which changes the IP address etc. as the issue I have explained above occurs when doing this.

Initially thought that this may have just been an issue with my Deco PX50 units picking up the IP address/connection change as they are a fairly new release but now I'm wondering if its an issue with passthrough mode...

@JonathanB can you please ask the internal team to conduct some testing on this?

They should be able to replicate this by forcing a band selection that switches cell/IP address when using IP Passthrough mode. The correct result should be the passthrough devices picking up the new connection details immediately, but this does not seem to happen for me so interested to see if they can replicate this as an issue or not.

I've also noticed this happening very late in the evening when a local cell I use goes offline for some reason (probably maintenance as it comes back online by the time I wake up) as my Deco's lose connectivity, and when comparing the router and deco connection stats I can see that the NR5103E has switched cell/changed IP whilst my Deco's are still showing the previous connection details.

Cheers 🙂

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

JonathanB — Thu, 23 Mar 2023 17:29:30 GMT

Hi @456,

I'm sorry to hear this has been happening, it sounds really disruptive. Has this been an issue since you originally joined Three for 5G Broadband, or has it been a more recent development?

Rain does unfortunately interfere with 5G signals, the frequencies involved can carry far higher data speeds, but the range of 5G masts can drop in adverse weather conditions. We are continually investing in 5G coverage, to upgrade existing masts and erect new ones.

In terms of the router not automatically reconnecting, I think that @crypt0ninja's suggestion that the drop in signal is causing a change in the cell/mast being connected to makes sense and could be the key to this.

I've passed this information on to a team that can test and investigate this, and will let you know if I can provide any advice or updates.

We're finding that the position of the router can have a big impact on 5G signal received. So it's definitely worth experimenting with this too. Most feedback suggests that near a window, and in higher locations gets the best results. It may also be worth checking spots that aren't near other electronic devices as 5G signal can also be disrupted by other appliances.

JonathanB

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Fri, 24 Mar 2023 12:26:11 GMT

Hi. Thanks for your response.

This has been the issue since we've had the new Zyxel router. Our connection would drop with the previous router we had from you, but it would reconnect automatically. This one does not do that, which is a HUGE problem. We have a great 5G signal and a stable, fast connection, so that's not the problem. The problem is that the router drops the connection when it rains and then does NOT reconnect without rebooting the router.

Please look into this as a matter of urgency. Thanks! :👍

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

bulldog555 — Fri, 24 Mar 2023 14:54:21 GMT

It's been heavy rain here but it doesn't affect my router with firmware B12 as 5G never drop out. But if it does, it will go to LTE then reconnected back to 5G no problem - no need to reboot router.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

Shellywelly — Fri, 24 Mar 2023 18:02:14 GMT

Hi , I have the same problem . I’ve only had my hub a week , it’s dropped out 5 times and each time I’ve had to reboot the hub. Rung three and getting fobbed off. I have 30days to return it , don’t want to but it’s ridiculous .

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

Anvil_Iron — Tue, 28 Mar 2023 14:29:40 GMT

Are you using the Three 5G broadband app to tell you your signal strength? Do you get blue icons for both internet connection and cellular signal strength on top of the router when it's not raining and then different colour icons when it's raining?

You said, "great 5G signal and a stable, fast connection", but is this with the router when it's not raining on a phone?

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Thu, 30 Mar 2023 10:26:37 GMT

I can check the next time it happens, but the problem is that I can't do this if it happens when I'm not at home. And the router will NOT reconnect automatically.

If I am at home and reboot it manually, it reconnects to 5G. Even if it's still raining.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Fri, 07 Apr 2023 14:59:47 GMT

This has NOT been resolved. Can we please get an update on this? Thanks!

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

JonathanB — Thu, 13 Apr 2023 09:46:50 GMT

Hi @456,

I'm sorry for the delay in responding, I had a number of messages build up over the bank holiday weekend.

I have passed on the information to testing teams, but I'm still awaiting feedback from them. I appreciate this is causing you a lot of disruption on a regular basis. Hopefully the team I fed this onto can establish some sort of fix for the disconnection issue, but if it is down to something in the firmware, this can take some time to find the root cause and resolve.

I'll reply on your private message now, so that you can be put in touch with a complaint handling team that has access to your Broadband account, and they can also raise this with a Technical team that can look into your coverage and if there's any issues with local masts that may be contributing to this.

Thanks,
Jonathan

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Fri, 21 Apr 2023 12:12:28 GMT

I'm really frustrated at this point. The issue has not been resolved and whatever your 2nd line team did, made our broadband 5 times SLOWER. Yes, 5 times. We used to get 500-600 megs, now we get 120.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Tue, 25 Apr 2023 13:15:39 GMT

Hi there,

Can someone update us on this, please? 🙏

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

shadwuk — Wed, 03 May 2023 09:29:03 GMT

Hi, I've just joined to community to add my own comments. I've been using the Zyxel router since it was released (About 6 months ago) and I am getting regular disconnections at least 2 to 3 times a week using IP passthrough mode. All wifi is disabled and I simply use the router connected via a single ethernet cable to my other router. When it freezes, it still shows it has an active connection but the connection is gone, no data throughput. The ONLY choice at this point is to power off/on again at which point everything is restored. Its very frustrating.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Wed, 03 May 2023 10:14:45 GMT

Thanks for confirming you're encountering the same issue. Extremely frustrating. You'd think Three would treat this as a matter of urgency, but no.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

bulldog555 — Wed, 03 May 2023 11:16:22 GMT

Sadly no. Three are useless and don't care. The router - sadly u have to reboot yourself to get it connected again.

This is why I going to stick with 4G (vodafone) as it seem more stable than three 5G. I am getting 144Meg down and 68Meg up all day without issues.

https://www.speedtest.net/result/a/9245066271

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Wed, 03 May 2023 11:35:45 GMT

@JonathanB Can we please get an update? This is not an isolated incident. Not only did your 2nd line tech team not fix the issue, but they also decimated my broadband download speed.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

4l3x5pr1n63r — Fri, 12 May 2023 08:58:56 GMT

I am having exactly the same issue. Drops out 1-2 times a day with all lights on the router still showing good signal and 5g connection but 'no internet'. Have not found any environmental issues/pattern as to why it drops. Makes working from home very frustrating.

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

456 — Fri, 12 May 2023 09:54:00 GMT

Can we PLEASE, PLEASE, PLEASE get a fix, @JonathanB?

Re: Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

bulldog555 — Fri, 12 May 2023 18:49:35 GMT

@456as you might aware that @JonathanB can't fix it as it not up to him. It's all down to three engineer team but I never believe they been out to check the mast and improvement. Cos they never did improve my area been saying the same things for three to four months with no improved 5G of promise! I give up and went to Vodafone 4G instead.