topic Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub in Broadband

No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

BBus — Sun, 27 Jul 2025 22:34:47 GMT

Hello,

I’ve been having some issues with my 5g outdoor hub - hope somebody can help!

The connection until yesterday has been mostly stable (600 mbps download average] and besides some high ping problems, has worked mostly well. Yesterday, the speeds dropped to ~50 mbps download and the ping was awful. Decided to restart the outdoor hub and have had no internet since. Logging into the hub, the 5g strength bar shows 0 (before was >90), the APN shows disconnected. Three status checker shows no known issues near me.

I’ve come across other people on the forum that have had the issue a while ago, but no resolutions that I could see.

Any help would be much appreciated.
Thanks!

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

penguin30 — Mon, 28 Jul 2025 08:21:00 GMT

I have the exact same issue right now. Was there a firmware update?

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

MymsMan — Mon, 28 Jul 2025 09:51:08 GMT

Have you tried the status checker for problems in your area? https://www.three.co.uk/support/network-and-coverage/coverage?tab=2

Also try a hub reset and contacting support

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

BBus — Mon, 28 Jul 2025 14:48:33 GMT

Yeah I took a look at the status checker, there are no known issues in my area.

Everything has now been restarted & even reset to defaults - still the same issue.

I’ll be in touch with Three support soon.

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

BBus — Mon, 28 Jul 2025 14:50:45 GMT

I don’t know of any firmware update that happened.

I did notice people have had this issue in the past, but looks like the issue was resolved off of the forum, or not resolved at all!

I was hoping it would just kick back into life at some point, but it hasn’t.

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

penguin30 — Mon, 28 Jul 2025 14:53:46 GMT

Do you have links to any of the similar issues people raised?

I luckily had an older, indoor 5G router I could use. The speeds aren't as good, but it proves that neither the network nor the SIM are the issue.

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

BBus — Mon, 28 Jul 2025 15:12:40 GMT

Unfortunately, I don’t have any other 5G routers I can use to prove it, but my money is also on the Greenpacket outdoor hub being faulty.

I’m going to call Three now. If they say anything useful, I’ll add it here.

Here are a couple of the other forum posts:

https://community.three.co.uk/t5/Broadband/5G-Outdoor-hub-Y5-210MU-connection-Issue/td-p/41156

https://community.three.co.uk/t5/Broadband/5G-GreenPacket-Outdoor-Hub-Y5-210MU-not-connecting-to-APN/m-p/50917

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

MymsMan — Mon, 28 Jul 2025 15:43:01 GMT

If you have a 5G capable mobile phone you could try the SIM in that to see whether you can get a 5G data connection and us it as a hotspot

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

BBus — Mon, 28 Jul 2025 16:23:58 GMT

Just off the phone from Three and have some information. Something unexpected got me connected again.

Went through most of the normal troubleshooting steps - physically resetting the device, taking the SIM card out and cleaning it etc. None of that worked.

I was advised (similar to MymsMan's suggestion) to try a different 5G SIM. I put my EE SIM in and the device seemed to boot up normally. Instead of just 'ON' being displayed on the screen, it properly displayed connection strength.

The strange part, I then put the Three SIM card back in and that also booted up normally and now is connected again. The Three SIM had been taken out and put in multiple times before this, with no success. Putting in my phone's SIM, then reverting back to the Three SIM seemingly is what kicked it into gear.

The first speed test was pretty poor (similar to the evening before it stopped working), but I will see if it settles down.

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

JonathanB — Tue, 29 Jul 2025 16:01:33 GMT

Hi @BBus,

That's great news thanks for updating the Community with your experience. I haven't seen this sort of thing happen too often, but it sounds like booting up with the alternative network SIM has perhaps cleared some cached settings.

Are you seeing any improvements with the overall service in the meantime since your last post?

Thanks,
Jonathan

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

BBus — Tue, 29 Jul 2025 20:41:00 GMT

Hi Jonathan,

The speed tests have improved a bit, but I am still experiencing quite bad ping spikes - often up to 1 second.

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

JonathanB — Wed, 30 Jul 2025 13:07:28 GMT

Hey @BBus,

I know you mentioned that the status checker wasn't showing anything, but I'll be happy to have a closer look on my end. Perhaps we can establish if there's a local fault being missed, or at least help confirm if it's more likely that it is the SIM or router that's faulty.

I'll send you a PM so I can get some more info about where you're connecting from.

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

Thanks,
Jonathan

Re: No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

JonathanB — Wed, 06 Aug 2025 14:27:45 GMT

Hi @penguin30,

Did you manage to find a solution to the issue with your outdoor hub? I'm not sure if you saw the further update from @BBus, but apparently popping an EE SIM in the hub seemed to clear the issue, and the Three SIM could then be reinserted again.

It's a very odd solution, but my theory is that using a different network's SIM forced some cached settings to clear, so it may be worth a try if your issue was the same.

Thanks,
Jonathan