topic Re: 5G Home Broadband issue (keeps dropping out for no reason) in Broadband

5G Home Broadband issue (keeps dropping out for no reason)

Grum — Mon, 28 Nov 2022 20:58:33 GMT

HI,

I have had 3 5G home broad band for almost a year, never had any issues until the firmware upgraded to B12. For no reason at all it drops the internet, all lights remain on, 5 to 10 mins later it comes back on, or reboot to come back on quicker.

Never had any issues prior to this upgrade. Called three sent a replacement router, as soon as the firmware updated exactly the same issue, called again and the answer was do you want to cancel your contract. They seemed shocked i said no I want it fixed.

Is this being looked into, clearly there is a problem with the latest firmware

Re: 5G Home Broadband issue (keeps dropping out for no reason)

crypt0ninja — Mon, 28 Nov 2022 21:44:33 GMT

Hi @Grum

Are you referring to the Zyxel router or the ZTE router when you make reference to the b12 firmware?

Re: 5G Home Broadband issue (keeps dropping out for no reason)

Hovertree — Mon, 28 Nov 2022 22:25:00 GMT

Hi, a number of users including me are experiencing this with the ZTE modem since the B12 update - see the thread here https://community.three.co.uk/t5/Broadband/5G-Broadband-dropouts/td-p/6687/page/3

Re: 5G Home Broadband issue (keeps dropping out for no reason)

Grum — Tue, 29 Nov 2022 08:59:15 GMT

Hi @crypt0ninja

It's the ZTE.

Currently in shock, call three and all they want to do is cancel the contract or for me to contact the manufacturer to try and resolve myself.

Terrible service

Re: 5G Home Broadband issue (keeps dropping out for no reason)

Grum — Tue, 29 Nov 2022 09:03:52 GMT

@JonathanB please can you help, the three support team have no idea on this

Re: 5G Home Broadband issue (keeps dropping out for no reason)

JonathanB — Tue, 29 Nov 2022 14:51:31 GMT

Hi @Grum,

Thanks for highlighting that you've also been seeing these intermittent drop outs on the ZTE. There does seem to be a few users mentioning this, and many of which have reported it to be about the same time as the last firmware update.

I'll reach out to you and everyone on this thread, and the thread by private message for some info we can use to trace this issue. I did try this previously but only got a couple of responses so we've not been able to investigate as thoroughly as we'd like to.

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

I hope to hear back from you soon,
JonathanB

Re: 5G Home Broadband issue (keeps dropping out for no reason)

TonyH — Mon, 26 Dec 2022 13:00:52 GMT

I'm also having these droputs. It happens two or three times a day. Its very annoying as my wife conducts her work with clents over the internet

Re: 5G Home Broadband issue (keeps dropping out for no reason)

bathugeo — Sun, 01 Jan 2023 16:31:27 GMT

Hi, I'm getting this problem too. Initially 3 told me it was due to reception in my area which didn't make any sense. Then they agreed to change the unit but I am still getting the fault. I also believe it is a firmware issue.

Re: 5G Home Broadband issue (keeps dropping out for no reason)

nicjac — Sun, 01 Jan 2023 16:59:33 GMT

I am also experiencing this issue - Internet access drops out (router admin page shows 0kb/s download). Rebooting is the only solution to get it to work again. Unlikely to be related to infrastructure as a reboot wouldn’t help then?

Re: 5G Home Broadband issue (keeps dropping out for no reason)

grabo1530 — Sun, 01 Jan 2023 17:00:17 GMT

I am also getting this .Started with recent firmware. I also can't access the page to cell/band lock anymore so as well as constant dropouts I also get lower connection speeds...I was perfectly happy with things and unchecked the firmware update box ,So why update me and spoil things .

Re: 5G Home Broadband issue (keeps dropping out for no reason)

grabo1530 — Mon, 02 Jan 2023 20:56:02 GMT

4 Times it dropped off the Internet today,all lights show normal .Its so frustrating has anyone heard anything about a fix from 3 or got them to roll back the firmware to before they broke it ?

Re: 5G Home Broadband issue (keeps dropping out for no reason)

nicjac — Wed, 04 Jan 2023 11:34:48 GMT

We are having a discussion about this on ISPreview. One common thread seems to be the use of bridge mode. Is it the case here as well?

@JonathanB do you know if this could this be escalated? Having daily dropouts is obviously not ideal, especially when it is one's main broadband connection.

Re: 5G Home Broadband issue (keeps dropping out for no reason)

JonathanB — Fri, 13 Jan 2023 16:19:16 GMT

Hey @nicjac,

Sorry for the delay on getting back to you.

Bridge mode has been mentioned by a couple of users, but there's definitely users that aren't using the feature at all and are describing similar drop outs.

I have requested an escalated investigation of this and will update the relevant threads as soon as I have any more info or advice I can share.

Thanks,
JonathanB

Re: 5G Home Broadband issue (keeps dropping out for no reason)

H3lter — Sun, 29 Jan 2023 20:41:42 GMT

We’re getting this now also, three just keep directing me to ZTE

nightmare!

Re: 5G Home Broadband issue (keeps dropping out for no reason)

grabo1530 — Thu, 16 Feb 2023 09:22:42 GMT

@JonathanB is there any chance of changing these problematic routers for the one that is being supplied to new customers.

Not only getting the B12 drops but also started getting periods of ca going active with my 400 down speeds dropping to less than 10 !

I really can't believe that this problem has not been addressed and sorted .Far too many customers are suffering ,remember its not just the ones on here its also those that are having the problem but don't know because they are not tech savvy.

Re: 5G Home Broadband issue (keeps dropping out for no reason)

Bezz — Tue, 07 Mar 2023 10:07:00 GMT

Hi, seems this is not wanting to be resolved by Three. Can anyone please give me the details of the router that doesn't suffer the issue? I've come across the make + model before, but can't find it again.... Thanks in advance.

Re: 5G Home Broadband issue (keeps dropping out for no reason)

talktohardwick — Thu, 16 Mar 2023 20:08:45 GMT

Have you all tried separating 2.4ghz and 5ghz bands in the app? That always causes problems when they are the same in my experience. I got one drop out three hours after I got the 5G hub and it has been rock solid for the last weeks since I split the bands apart.

Re: 5G Home Broadband issue (keeps dropping out for no reason)

JonathanB — Mon, 20 Mar 2023 11:08:26 GMT

Hi @talktohardwick,

Thanks for sharing this, are you using the ZTE MC801A router or the Zyxel NR5103E? Are you able to describe the steps you've taken to split the frequencies in case this helps other users?

JonathanB

Re: 5G Home Broadband issue (keeps dropping out for no reason)

talktohardwick — Mon, 20 Mar 2023 14:42:43 GMT

I'm using the Zyxel NR5103E. The steps to make the change are:

1. Load the 3 5G broadband app

2. Get to the homescreen

3. Click Wi-Fi on the icons at the bottom of the screen

3. Move the slider that says "keep 2.4 and 5 GHZ the same to the left

Sit back and see if it fixes the problem for you.

Re: 5G Home Broadband issue (keeps dropping out for no reason)

mattpreston80 — Tue, 25 Apr 2023 15:16:08 GMT

I'm getting the issue, and I use bridge mode with my nest WiFi router. I'm on software version B15. Anyone got any ideas? It's causing havoc with teams calls!!!