on
11-02-2022
10:52 PM
- last edited on
06-18-2024
10:28 AM
by
JonathanB
Hi folks,
So I got Three’s 5G broadband and get great speeds, with great coverage around the house. But at various times each day (for no apparent reason), it just disappears from being available as a wifi device for around 10 minutes, or until reset. The Mac connected by CAT7 cable is unaffected, and all lights remain as they should.
I’ve positioned the router in various places, tried changing the APN from 3internet to three.co.uk, and reset several times.
Am I doing something wrong? Should I have 2.4 and 5 GHz on at the same time? 2.4 GHz is slower, but I need that for the smart gadgets in the house, but speed is what it’s all about…
Thanks in advance for your time
on 03-13-2023 01:19 PM
B15 Update on Friday morning (10th March). Issue still exists, if anything it actually seems worse now - 2 restarts this morning during work, before even lunch time!
on 03-14-2023 02:10 PM
Complaints department agreed to let me exit my contract early last week, so I could set up a new one with the Zyxel router.
Been 5 days now with zero drop outs.
Found using the complaints form a pretty painless process (compared to support at least). Put a load of detail in the form, including a link to this thread, and a few days later I had a call back and it was sorted.
on 03-14-2023 05:50 PM
After leaving a negative review on trust pilot and three asking me to contact them on chat, I've just spent best part of 2 hours going round in circles with various departments.I ended up with customer complaints who in a very quick chat accept there's a problem .he said because its out of the 1st month he will transfer me through to sales to see if they have any stock of the zyxel ,then take out a new contract .I would then get transferred back and he would cancel my existing contract and credit the account with a months payment ....unfortunately sales are waiting for stock .So no resolve now but have to keep contacting sales who have the complaints reference logged .
At least someone acknowledge the issue even though I nearly lost the will to live getting there .
on 03-15-2023 03:45 PM
The Zyxel appears to be in stock on this page - I could get quite a bit of the way through ordering it. It's how I ordered mine last week.
on 03-16-2023 11:50 AM
I am waiting for a call from complaints ,
Does the bridge mode work ok on the zyxel ?
on 03-16-2023 06:00 PM
Hi @grabo1530 ,
Yes, bridge mode works absolutely fine.
I swapped my ZTE for the Zyxel approx 2 months ago. Not a single dropout since receiving it.
Personally, I think the way Three have dealt with this obvious problem is disgusting.
They have let numerous customers go through the same painful process of being bounced around different departments (as I did) when the answer was patently obvious nearly 3 months ago.
Never mind proactive customer service, they aren't even reactive.
I sympathise with any customer who visits this forum with the same problem.
on 03-21-2023 08:15 AM
Hi @techsavvy
What setting do you use for bride mode .is it Broadband -> Broadband -> modify ETHWAN -> set mode: bridge.
Or is it the passthrough option .
Also how do you find the reception and placement of the zyxel compared to the zte ?
on 03-15-2023 08:20 AM
@Masasamoht how did you get the zyxel did you get transferred to sales to sort things or did you just sign up and take pot luck they didn't send another zte ?
on 03-15-2023 03:47 PM
I ordered online. If you go via this page,do the coverage checker you can then select which router you want (5G Home Broadband is the Zyxel).
on 03-18-2023 12:30 PM
I tried the link and it appears my postcode is now out of 5g coverage so only gives me the option of 4g .
I spent another eternity online with the various departments passing me back and forth .The specialist customer support said there's nothing they can do because there is no 5g at my address ,I'm on 5g with full signal and inbetween the drop outs its blistering fast ...threes employees are either brain dead ,trained specifically to waste your time or just bots that are clever at fobbing off. I have just got off the phone to the three shop in the town centre. The guy I spoke to told me to use a 3rd party link to order what I need with out going through the coverage check .
I'm going to do that 1st thing Monday so it should arrive on Tuesday
