topic Re: Suddenly lost signal on my 5G Hub after months of good usage and can't recover it in Broadband

Suddenly lost signal on my 5G Hub after months of good usage and can't recover it

ad7 — Sat, 09 Nov 2024 17:40:27 GMT

Had this 5G Hub for half a year with no issues. Always sat in the same place by the window. Today, the hub decided to show a red light on the signal icon indicating poor signal (as my Three app is also indicating, no matter where I move it). I tried all the troubleshooting steps:

Powering it off and on again with waiting 5 min in between. Tried it at least 5 times. Even in different rooms.
Restarting the router manually and through the Three app too.
Taking the SIM card out and putting it back in again.
Checked for works in my area - nothing. Weather is good, shouldn't be a problem. Checked social media and whether the Three network is down - nothing.

The only thing I can't do it is put the SIM card into another device to check whether it's device or SIM card issue - I don't have one where it would fit the size it is. That left me with the only option to contact customer support over chat who escalated it to an engineer who will contact me in a week. I can not wait that long, I work from home. What else can I possibly do to resolve this issue? I'm literally willing to try any ideas now...

Re: Suddenly lost signal on my 5G Hub after months of good usage and can't recover it

Slowmoverr — Sun, 10 Nov 2024 16:50:50 GMT

Hi. Sorry to say I’m so pleased that your complaint is more or less the same as mine. It’s been a daily occurrence for a week or more. I got thru to a human eventually, his final words there’s nothing I can do to help at this stage as the are working on the system to improve. How long I ask, can’t tell me. Sorry for inconvenience! I’m sure.

Re: Suddenly lost signal on my 5G Hub after months of good usage and can't recover it

ad7 — Sun, 10 Nov 2024 17:55:50 GMT

Thank you. I did resolve it! I found out I need to wiggle the small "button" int and ext on the back of the 5g hub. Probably messed up the antenna upon moving the router. Don't know what I've done but it helped restore the signal. Literally no one recommended doing this before and I couldn't find any answers online. It was sitting on int anyway but wiggling it to ext and back to int helped.

Re: Suddenly lost signal on my 5G Hub after months of good usage and can't recover it

KateS — Mon, 11 Nov 2024 14:40:54 GMT

Hey @Slowmoverr,

I'm sorry to hear you've had some disruption for over a week now, that must be frustrating.

Was our team able to advise if there is work going on in the area that's causing this? I'd recommend keeping an eye on our Network Status Checker as any updates will be posted there.

If you're still experiencing issues, I'd maybe suggest getting back in contact and raising a complaint if the team aren't able to help or give you an expected fix date for the issues you're having.

Thanks,
Kate