topic Re: 5G Outdoor hub / Y5-210MU connection Issue in Broadband

5G Outdoor hub / Y5-210MU connection Issue

TAH — Thu, 21 Nov 2024 17:42:00 GMT

I recently got the 5g broadband outdoor hub. Initial installation and set up was pretty fast and easy.
Today at lunchtime my internet stopped and i also couldn't connect to the eero device. I tried a couple of restarts but no joy.

The 5g GreenPacket Y5-210MU just has a blue light on and no 4g/5g lights. and the signal indicator just says "on" instead of displaying a number between 0-100.
The eero device pulses white for a while, then turns red.

I'm able to connect to the Y5 via ethernet and checking the settings via admin profile everything appears fine in terms of settings, but no signal.
I tried switching the APN from 3internet to three.co.uk but same outcome.

The Y5 doesn't appear to be receiving signal at all.
I was also able to access my text messages via that admin page previously, but now it displays an empty inbox.

I've taken the sim card out and put in a mobile device and it gets both 4/5g signal and i started getting push notifications and could browse the internet.
I've put it back into to the Y5 hub and it appears dead..

Anyone got any idea whats happening or how to fix this?

Thanks in advance.

Re: 5G Outdoor hub / Y5-210MU connection Issue

PeteG — Fri, 22 Nov 2024 11:52:44 GMT

Hello there, TAH.

Oh, that doesn't sound great. Since you've already done the steps of testing the SIM in another device and confirmed it was working, it would seem to point to the Y5 as being the problem. It doesn't sound like the hardware is completely offline since you were able to get into the admin page, so it might be worth trying to perform a complete factory reset of the Y5 to see if that helps, and you might want to take the eero devices offline just to get them out of the equation while trying to sort this.

If that doesn't work, you could be looking at some kind of hardware failure, and the device might need to be replaced. If that's the case, I'd recommend reaching out to the Broadband Support Team to get them to investigate.

Pete.

Re: 5G Outdoor hub / Y5-210MU connection Issue

ashoncam — Tue, 26 Nov 2024 16:54:04 GMT

Hi, sorry not a solution so to apologise. I am getting the same similar issue except I'm actually getting internet connection but however I just get constant drop out. I reset the Wi-Fi device. My era device would go red for a while and an internet, which is trapped back in, and it could be when I'm on a game. It just drops out. I have being advised to get a new device so I've had 2 of the same devices. I've still got 2 of the same devices in my house right now and they're both done the same thing, so IM actually not too shores, to what what could be doing wrong? You know about 2 new SIM cards all the same. I've rebuted about 3 million times still the same internet speeds are good. I'm getting 600Mbps, , download speeds and a 152mps upload speeds, which is brilliant, so I don't know what's actually wrong with the constant drop out. Actually doesn't make it a sense of scratch of my headache, if anyone does not know anything or anything how to do with this outdoors? Bro band I would like to know otherwise I will be cancelling again for like the third time now

Re: 5G Outdoor hub / Y5-210MU connection Issue

illhavethefries — Fri, 27 Dec 2024 21:43:07 GMT

Just to chip in, I am getting exactly the same problem as you but keep being fobbed off by tech

Re: 5G Outdoor hub / Y5-210MU connection Issue

Crump999 — Wed, 08 Jan 2025 13:30:57 GMT

Same problem here. Dumped into a call centre with 0 resolution other than a replacement sim card... The device is the problem but I'm just going to leave 3 as I've had nothing but problems with them... I hope you managed to get it sorted though dude.

Re: 5G Outdoor hub / Y5-210MU connection Issue

sargentdel1 — Sun, 13 Apr 2025 14:24:32 GMT

I’m having the exact same issue. Daily dropouts resulting in having to reboot the router 3 times a day. Would be helpful if three tech support could diagnose what is wrong with their equipment.

Re: 5G Outdoor hub / Y5-210MU connection Issue

PeteG — Mon, 14 Apr 2025 09:13:06 GMT

Hello.

Welcome to Three Community.

That doesn't sound so good. Intermittent connectivity could be caused by a few things. It might be worth resetting the hub first. You can also check your area for issues on the Status Check page.
If those don't shin some light on the issue or resolve it, I'd recommend reaching out to the broadband team for further checks to be completed.

Pete.

Re: 5G Outdoor hub / Y5-210MU connection Issue

sargentdel1 — Mon, 14 Apr 2025 11:27:54 GMT

It does make me laugh that you always go with the turn it off and on again approach or factory reset the hub. Most people would have already have tried those steps - going through Three support is such a chore.

Here are the key issues:

The web admin interface becomes unresponsive (menus stop working) multiple times per day.
The router does not reboot on its own — I have to manually power cycle it to restore function.
It appears to be linked to unstable 5G signal handling.

I’ve monitored signal stats and found the following:

5G SINR: 3 dB, RSRP: -108 dBm – clearly very weak and unstable
4G SINR: 11 dB, RSRP: -105 dBm – significantly better performance

To prevent crashes, I’ve now had to lock the router to 4G-only mode, which improves stability but defeats the purpose of having a 5G router.

It appears this model (Y5-210MU) struggles with poor 5G signal conditions and locks up instead of falling back gracefully. I’ve seen other users report similar issues with this model.

What steps are Three taking to resolve the software/hardware faults??

Re: 5G Outdoor hub / Y5-210MU connection Issue

gavinmcnair — Wed, 16 Apr 2025 18:53:53 GMT

It is the fault of the Y5-210MU and it needs a software update to fix (please make it Three)

The problem is that it disconnects from the 3 network and fails to reconnect. In the interface it just shows 'disconnected' and most importantly won't reconnect without a reboot.

I have written a script to check internet connectivityand restart automatically which can be found at https://github.com/gavinmcnair/Y5-210MU-restarter

I have also added the standard log dump archive to the git repo above in case anyone at Greenpacket or Three wishes to fix the issue properly which im sure would make everyone happy as this will affect most if not all users.

To be honest the device with it's current software is not fit for purpose.

Re: 5G Outdoor hub / Y5-210MU connection Issue

JohnR — Fri, 25 Apr 2025 21:48:34 GMT

This sounds like the issue I described yesterday: https://community.three.co.uk/t5/Broadband/5G-hub-Greenpacket-Y5-210MU-dropping-wired-connection-after-a-few-days-every-few-minutes/m-p/49094

Please leave a reply in there too so it gets better attention. I'm technical enough and willing to work with Three to debug it.

Re: 5G Outdoor hub / Y5-210MU connection Issue

JohnR — Fri, 25 Apr 2025 21:48:14 GMT

As I was telling the other person, this sounds like the issue I just described yesterday: https://community.three.co.uk/t5/Broadband/5G-hub-Greenpacket-Y5-210MU-dropping-wired-connection-after-a-few-days-every-few-minutes/m-p/49094

Please leave a reply in there too so it gets better attention. I'm technical enough and willing to work with Three to debug it.

Re: 5G Outdoor hub / Y5-210MU connection Issue

JohnR — Fri, 25 Apr 2025 21:47:47 GMT

As I was telling the others above, this sounds like the issue I just described yesterday here: https://community.three.co.uk/t5/Broadband/5G-hub-Greenpacket-Y5-210MU-dropping-wired-connection-after-a-few-days-every-few-minutes/m-p/49094

Please leave a reply in there too so it gets better attention. I'm technical enough and willing to work with Three to debug it.

Re: 5G Outdoor hub / Y5-210MU connection Issue

datetan — Sun, 25 May 2025 17:30:58 GMT

I have exact same issue as in the thread. And tried all APN settings. Any luck with anyone fixing it?

Re: 5G Outdoor hub / Y5-210MU connection Issue

gavinmcnair — Tue, 27 May 2025 09:44:42 GMT

You can't fix it. Its a bug with needs a software update to fix and I think most if not all people are affected. I'd like to hear from anyone who has never had an issue. If you have a raspberry pi or similar you can try the script below which will automatically restart the router. It really needs 3 / Three or Greenpacket to help their customers and make a real software fix.

Re: 5G Outdoor hub / Y5-210MU connection Issue

MymsMan — Tue, 27 May 2025 12:55:50 GMT

I maybe be tempting fate but I haven't seen the reconnection issue at all, I have been with Three for almost 2 months so far.

I have had three periods of very bad latency when the hub appears to have connected to a "bad" ip address, in each case Resetting the hub has caused it to pick up a different IP address with normal 20ms latency

After the first problem I installed PRTG to make it easier to monitor latency and network connections

(graph above wont show until three moderate image)

I am considering if I can automate the hub reset with PRTG so I may look at your script for inspiration

Re: 5G Outdoor hub / Y5-210MU connection Issue

gavinmcnair — Mon, 02 Jun 2025 21:49:58 GMT

Do you use routing mode or the bridge style mode?

Re: 5G Outdoor hub / Y5-210MU connection Issue

JohnR — Fri, 27 Jun 2025 03:09:53 GMT

The hub's web interface already has an automatic reboot feature to allows you to reset it at regular intervals (in a way, the mere presence of this feature suggests that there may be known issues with the firmware or hardware ... a modem should never need to be reset at regular intervals, and incur guaranteed downtime; it's the only modem I;ve seen this feature on)

Re: 5G Outdoor hub / Y5-210MU connection Issue

JohnR — Fri, 27 Jun 2025 03:11:59 GMT

Re: 5G Outdoor hub / Y5-210MU connection Issue

sargentdel1 — Mon, 07 Jul 2025 18:49:11 GMT

@PeteG @JonathanB the saga continues and we still have no new information. What are three actively doing to resolve this?

Re: 5G Outdoor hub / Y5-210MU connection Issue

JonathanB — Wed, 09 Jul 2025 13:56:19 GMT

Hi everyone,

We've noticed a few similar topics on the Community and are looking to establish if they're connected, and how we can best solve any underlying issues. If you're currently experiencing these drop outs can you let us know:

When there’s an outage, is the outdoor unit powered on? There should be blue LEDs lit on the side of the device.
When there’s an outage, what colour is the light on the Eero?
Is the device kept outdoors or indoors?
And finally, can you start a log of the times when you're experiencing the outages.

I'll look for similar topics on the Community and pop a similar post on them too, then follow up to gather some more info that we'll confirm over PM.

Thanks,
Jonathan