topic Re: Drop out problems with new Three outdoor hub Y5-210MU in Broadband

Drop out problems with new Three outdoor hub Y5-210MU

Kylep — Fri, 27 Dec 2024 23:51:43 GMT

I'm really hoping someone can help me. I have recently signed up for Three 5g home broadband. Initially had an indoor router but switched the the outdoor hub green packet Y5-210MU. I'm experiencing great speeds, but what seems to be a common issue of the connection dropping out once every 24 hours or so. It requires a reset at power supply to correct this, so not ideal! Device still has 4g or 5g light on, but is not connected really until reset.

After some research, I found people suggesting the connected router should have 5g wifi disabled to allow the modem to work properly. I cannot think why on earth this would be the case, but I tried it anyway. At the same time I did a factory reset and thought I fixed the issue. I had no drop outs for 48 hours. However this morning it happened again...

I have also seen suggestions that this is a firmware issue with Three, but I would imagine there is a way to fix this in the device settings. If anyone can help I would really appreciate it. I don't want to switch back to the indoor hub as the speeds are not as good. Even if someone can shed some light on what precisely causes this so I can predict the drop outs it would be great... the drop outs SEEM to only happen at night, so i am even happy to reset the device using a timer at say 3am every night if that solves the issue as a workaround (I'm on a house boat and powering the device direct from 24V so easy enough to wire in a timer.

Re: Drop out problems with new Three outdoor hub Y5-210MU

PeteG — Sat, 28 Dec 2024 16:59:49 GMT

Hello there.

Welcome to the Three Community.

That's a frustrating issue to be having. I'm not exactly sure what would be causing that, but it sounds like your issue is similar to what another user has posted about here.

Hopefully you can find some advise or ideas there.

Pete.

Re: Drop out problems with new Three outdoor hub Y5-210MU

illhavethefries — Sat, 28 Dec 2024 20:21:53 GMT

My issue is similar to yours but with a lot higher frequency. Annoyingly if I am doing something on my phone / laptop in the house I then just use the 4/5g on my phone which works fine. But nobody seems to be getting that point.

there is definitely an inherent weakness in this new product from the smatterings of posts I’ve seen. Wonder if three will address it?

Re: Drop out problems with new Three outdoor hub Y5-210MU

Kylep — Sun, 29 Dec 2024 00:28:08 GMT

The sheer amount of problems people are having over what is undoubtedly a simple software error is unforgivable. Just look at the amount of similar posts on this forum going back over 12 months. It is a basic functionality of the product that it provides a stable connection, switching between 4g and 5g, without the user needing to reset the router. There is no scenario in which this is acceptable consumer practice. Myself and countless others should NOT be having to spend hours of our time trying to figure this out, swapping modems or whatever else. Provide answers. What do the engineers know about the problem, what do they propose to do about it, what are the workarounds for those of us willing to put the work in? (Resets on a timer, APN settings, etc). Tell people how to get their hubs doing their basic job or you are in breach of consumer law. If you do not have a product that works, and you know about it, it should be withdrawn.

Re: Drop out problems with new Three outdoor hub Y5-210MU

sargentdel1 — Sun, 13 Apr 2025 14:34:13 GMT

Having the same issue. Daily dropouts and having to reboot the router to restore connectivity.

Re: Drop out problems with new Three outdoor hub Y5-210MU

bod — Sun, 29 Jun 2025 12:24:02 GMT

Recently got this hub and also having this issue, 6 months on from the original post. Currently running a script to reboot the router automatically. Firmware version: 130.00100.113.024.

Re: Drop out problems with new Three outdoor hub Y5-210MU

KTSA — Sun, 29 Jun 2025 22:53:58 GMT

Had this problem and believe I figured it out. For some reason the hub is set the reboot every 24 hours and disabling this fixed it for me

Go to "192.168.0.1" or whatever your hubs network address is

set a password and log in with the username "user"

Go to advanced - system - maintenence

under Scheduled Reboot select "disabled then click the red "Scheduled Reboot" button to update it

Re: Drop out problems with new Three outdoor hub Y5-210MU

JonathanB — Wed, 09 Jul 2025 14:38:30 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

Re: Drop out problems with new Three outdoor hub Y5-210MU

gavinmcnair — Wed, 09 Jul 2025 21:09:55 GMT

I have a device which is kept outside but i had the same problem when it was inside.

I created a restarter which reduces the impact of the issue (thought its still annoying) and you can find a diagnostic dump along with the restarter here

https://github.com/gavinmcnair/Y5-210MU-restarter

I am running in routing mode so the issue might not occur in bridged mode using an external router but this is still not desirable.

Re: Drop out problems with new Three outdoor hub Y5-210MU

NateGB — Sat, 12 Jul 2025 12:26:09 GMT

I am curious as to why everyone else is dropping out every 24 hours when mine is every hour on the dot. Anybody found a fix or temp solution to the problem?

Re: Drop out problems with new Three outdoor hub Y5-210MU

Benshorer — Mon, 28 Jul 2025 06:38:54 GMT

2 weeks of drops - at least 3 per day. Last night had 5 hours off overnight and router clearly couldn't a: restart itself and b: swap to backup Internet from a hotspot. East Sussex, England.

Re: Drop out problems with new Three outdoor hub Y5-210MU

JonathanB — Tue, 29 Jul 2025 14:21:03 GMT

Hi @Benshorer,

Sorry to hear you've also been experiencing issues with you connection. Does our Network Status Checker show we're working on any issues in the area?

Are you able to confirm the other info I've asked above?

Thanks,
Jonathan

Re: Drop out problems with new Three outdoor hub Y5-210MU

Paul_F — Sun, 31 Aug 2025 19:35:18 GMT

Thanks for the positive engagement JonathanB. Currently inside my 30 day trial period for 5G and really want to stay with Three as the connection when it works rivals Starlink.

However, we as a family are encountering very regular network disconnection events, typically 5-6 per day. They are randomised and not linked to a specific event. Unfortunately, when the drop out occurs, there is no backup to slower 4G as you would expect - the gateway indicates network signal but the unit is not providing any connectivity. Sadly as the device is "stuck" it doesnt reset itself. Instead, we are having to pull out the POE connection to the POE Injector to power off reset the device. Please provide feedback, as this is causing significant issue. We are heavy users due to work and would be looking to obtain a second 5G contract with Three, IF you can address the stability issues.

Also, is there any way Three can provide a longer ethernet cable to the one provided with the outdoor Gateway? The current length is insufficient to our network routing area from outside, with the cable RJ45 looking fairly proprietary to the device. A purchase option of 10 metre and 15 metres would provide greater installation flexibility whilst maintaining well within current POE and CAT5E length restrictions.

Re: Drop out problems with new Three outdoor hub Y5-210MU

Paul_F — Sun, 31 Aug 2025 19:41:26 GMT

Hi Three, Suggest your technical department need to Tiger Team this and perhaps start collecting logs from customers to determine the underlying issue. The correct way forward is a Firmware fix. The issue has been tracked elsewhere on the internet to poor firmware from the OEM, who have used non-production Kernels inside the code. I suspect there is either a memory leak or other Firmware issue with the hardware.

To be clear, having worked really hard at fixing this, I dont believe the issue is on the GSM/5G/4G Network side. Its a problem with the firmware that is causing a crash that is not recoverable and is causing the router to get "Stuck" without an ability to reset gracefully. I suspect this as the device doesnt lose internet speed through reversion to 4G. It locks up and is not able to process ANY net traffic.

Hope this helps. Please provide us an update as to the Three recovery plan as we would like to stay with the service, but wont if you dont communicate effectively as to how you are looking to fix the problem with the OEM.

Re: Drop out problems with new Three outdoor hub Y5-210MU

MymsMan — Sun, 31 Aug 2025 19:56:53 GMT

Have you tried disabling the TR069 service?

I haven't had a disconnection in three weeks.

Reset (not just reboot) hub, if that doesn't help, Try:

log on to to hub https://192.168.0.1 using userid admin and password printed on hub label
Navigate to Advanced->System->TR069
Disable TR069 and Periodic Inform
Submit, if that fails with a red message then clear 'Request user name' field and try again. Do Not clear 'ACS user name' field
Navigate to Advanced->System->Maintenance
Disable Scheduled Reboot or change to a less frequent interval (days)
Click on Scheduled Reboot

Re: Drop out problems with new Three outdoor hub Y5-210MU

Paul_F — Sun, 31 Aug 2025 20:43:02 GMT

TR069 not an option within my current Firmware version. Schedule reboot already disabled. Thanks for the attempted fix though.

Re: Drop out problems with new Three outdoor hub Y5-210MU

MymsMan — Sun, 31 Aug 2025 20:56:14 GMT

What Firmware are you using? I am using 130.00100.113.024

You must use the ADMIN userid when logging in to see the TR069 options

Re: Drop out problems with new Three outdoor hub Y5-210MU

Paul_F — Mon, 01 Sep 2025 08:43:24 GMT

***DELETED*** due to being male and not able to read clear instructions offered by helpful other community members sorry!

Re: Drop out problems with new Three outdoor hub Y5-210MU

Paul_F — Mon, 01 Sep 2025 08:39:52 GMT

Just seen the note you have added about the label. Ill be getting the ally ladders out again then!

Re: Drop out problems with new Three outdoor hub Y5-210MU

Paul_F — Wed, 03 Sep 2025 15:21:52 GMT

Can Confirm borking the diagnostics feed as suggested by tech ledgend MyMsMan fixes the janky firmware issue that is causing disconnection issues. Solid conection, no drop outs and finally, a service to rival Starlink at half the price.

Have you tried disabling the TR069 service?

I haven't had a disconnection in three weeks.

Reset (not just reboot) hub, if that doesn't help, Try:

log on to to hub https://192.168.0.1 using userid admin and password printed on hub label
Navigate to Advanced->System->TR069
Disable TR069 and Periodic Inform
Submit, if that fails with a red message then clear 'Request user name' field and try again. Do Not clear 'ACS user name' field
Navigate to Advanced->System->Maintenance
Disable Scheduled Reboot or change to a less frequent interval (days)
Click on Scheduled Reboot