topic Re: ZTE 5G Router - No Network Diagnosis in Broadband

ZTE 5G Router - No Network Diagnosis

stephen2431 — Fri, 09 Dec 2022 18:45:41 GMT

Hi,

I recently bought the ZTE 5G Hub but it looks like there's a network issue with the router. The SIM I was provided with for the router works fine for internet connection on my phone but there appears to be a network issue only when I try to use it in the router (I get the red light status for Network).

The in-store and phone people haven't been very useful and in some cases stumped over what the problem could be. The router's software version is currently BD_UKH3GMC801AV1.0.0B04 and here's a few screenshots from the login and diagnosis pages. Help?!

Re: ZTE 5G Router - No Network Diagnosis

PeteG — Fri, 09 Dec 2022 20:30:50 GMT

Hello, Stephen.

Welcome to the Three Community.

That's quite strange. Since the SIM works in a phone, it would seem that the SIM and account are configured correctly. As it's not working on the router, it would lead me to believe there is an issue with the router.

Where did you get the router? From what I can see, there used to be a ZTE device that was sent out with 5G broadband accounts, but it's now a different manufacturer that's sent.

Pete.

Re: ZTE 5G Router - No Network Diagnosis

crypt0ninja — Fri, 09 Dec 2022 20:31:52 GMT

Can you reply with a screenshot of the APN settings on your router?

Unfortunately I cannot see those images you've uploaded...

Re: ZTE 5G Router - No Network Diagnosis

stephen2431 — Fri, 09 Dec 2022 23:17:45 GMT

Hi Pete,

Sorry, I phrased that a bit badly - I signed up for the monthly contract at my local Three store so they provided me with the router and SIM. It’s the ZTE MC801A.

Cheers,

Re: ZTE 5G Router - No Network Diagnosis

stephen2431 — Fri, 09 Dec 2022 23:24:43 GMT

Ah that's weird, sure here you go. Lemme know if it isn't visible:

Re: ZTE 5G Router - No Network Diagnosis

crypt0ninja — Sat, 10 Dec 2022 11:50:48 GMT

Still cant see it 😅 not sure if its just me?

Can you see them @PeteG?

Re: ZTE 5G Router - No Network Diagnosis

PeteG — Sat, 10 Dec 2022 11:54:56 GMT

Hey.

Yeah, the screen grabs seem to be loading up OK for me.

It looks like it's configured normally. Quite strange.

Pete.

Re: ZTE 5G Router - No Network Diagnosis

PeteG — Sat, 10 Dec 2022 11:57:48 GMT

Ah, thanks for sharing the details and the screenshot.

I'm familiar with the ZTE device now, it is the one that we're currently providing. It should generally just work out of the box. Since it since getting connected to the mobile network, but you've verified that the SIM and account work by testing it in a mobile phone, I think the router software or hardware might have an issue.

I'd recommend doing a factory reset on the router. If this doesn't work, my advice would be to pop back to the store so that the team can look at replacing the unit with a new one for you.

Pete.

Re: ZTE 5G Router - No Network Diagnosis

crypt0ninja — Sat, 10 Dec 2022 12:44:34 GMT

This is all I see:

I use Brave Browser (based on Chromium) but also tried the built in Microsoft Edge browser and also tried my iPhone (both on and off home WIFI) but same thing on all of them...

Weird lol

Re: ZTE 5G Router - No Network Diagnosis

PeteG — Sat, 10 Dec 2022 13:18:53 GMT

Ah, thanks for that.

It might be that the images still need approval before showing up, so hopefully those will appear when the team get a chance to do that.

If not, I'll feed it back just in case something's gone wrong so that the team are aware 🙂

Pete.

Re: ZTE 5G Router - No Network Diagnosis

stephen2431 — Sat, 10 Dec 2022 15:54:26 GMT

Hi both - massive thanks for your fast responses and efforts with this so far. Pete, I’ll try exchanging the router in-store and see if that solves it. Will keep you posted.

Cheers,

Re: ZTE 5G Router - No Network Diagnosis

stephen2431 — Sun, 11 Dec 2022 16:56:50 GMT

I got the router exchanged at my local Three store and everything worked straight away - so definitely just a dodgy one!

s/o to Ben in the Church St, Liverpool store who was brilliant and checked everything carefully for me whilst processing the exchange.

Re: ZTE 5G Router - No Network Diagnosis

JonathanB — Tue, 13 Dec 2022 14:52:32 GMT

Hey @crypt0ninja, @stephen2431,

Sorry if this caused any confusion regarding screenshots. We have to approve them, just in case, we try to keep on top of these as much as possible but you may see a little bit of delay in images being approved over evenings and weekends. 🙂

Thanks,
JonathanB