5G Broadband dropouts

[MacDavidson]

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

[WCAT-15]

Update:  now 5 days with no dropouts since changing to the Zyxel NR5103 router.

[TC64]

Yes, the internal antenna is great on mine.  

The ZTE MC801 used to work amazing also on the older firmware.

Once they identity the bug and fix the firmware it is good WiFi in 6 router.

[NarnUK]

I have the same issue with dropouts. Three Tech support have blamed mast maintenance and this seems

like the usual BS they are telling to customers. I also have the ZTE modem. 

Three have BETTER 5G modems but have told me that they are out of stock. One techy told me I would have to 

pay EXTRA for it even though its not my FAULT! 

I don't think THREE realise that if they give out JUNK ZTE modems, people will complain about the constant dropouts and service. Just give people good equipment that works properly. We are paying you money for a 

frustrating poor service, Lower Speeds and Dropouts. It's NOT FAIR to customers.

[WCAT-15]

This is exactly how I understand the situation.

But to be fair, the ZTE modems are generally rated high; some reviews say they are better then the Zyxel modems; so it is likely it is just the current firmware in the ZTE that needs fixing; hopefully someday it will get auto-updated and then the ZTE will not suffer the dropouts. Meanwhile I am guessing that most people with ZTE modems are not suffering dropouts, so local conditions may also be a factor.

I couldn't wait so I bought a Zyxel modem on eBay and have not had any dropouts since. I calculated that changing to THREE 5G  was going to save me about £500 a year, so buying a Zyxel modem for £150 was worth it -- and when the ZTE get fixed I can resell the Zyxel.

I have not noticed any speed difference between the ZTE and the Zyxel modems; just no dropouts with Zyxel.

[mikem2te]

Still no response or answers from Three.

Like others, I've bought an alternative 5G router from ebay, and it's been working faultlessly.

Every so often I get the Three supplied ZTE out, realise it’s the same old steaming piece of junk and pack it back up in its box again.

I’m sure its just a firmware issue, it worked well when I first got it until Three released the B12 update. Its been dire since then.

[feersum_endjinn]

After waiting 9+ months for Three to fix this I finally took the advise given by others on this thread. This is what I did:

1. Called three customer support (CS) and asked to be transferred to complaints department. Which they did, immediately. 
2. Explained my situation, they said they cannot swap my router but suggested the following solution - I sign-up for a new contract which would come with a different router and try it for 2 weeks, if I'm happy I return the old router and they cancel my old contract.
3. They transferred me to Sales, spent 1+ hours getting the new contract setup.
4. Sales said I would be getting a Huawei router, but today I received the Zyxsel (nr5103e) router.
5. Side note: I ordered a second SIM for a family member. Three sent both SIMs in the package, without any way to tell which SIM goes in the router! 😤 So I had to put one in, go to the SMS feature on the Zyxsel, send myself an SMS to find out which SIM goes where. Wasted 30 minutes doing this. FFS.
6. It's been a few hours since setting up the Zyxsel and so far it seems to be stable. 
7. I will return the old router in a couple of weeks if all goes well. NOTE - despite what the Complaints department said I have not been sent a bag to return the old router so I suspect another call if/when I'm ready to return the old router. 🤦

[Neil]

I'm too currently trying to fight this issue which I've been suffering since late last year - I've gone through their support (terrible as it is) and each time you're asked to do the same things, reset, take SIM out, is your internet working now? Yes, sir it's fixed now...

Until the next day when it sticks and there's no download activity even though the router thinks it's still connected.

I'm waiting for their 2nd level to get back to me and in the meantime I sent a complaint too, I got three auto responses but no human contact yet.

I just want to be able to work from home without worrying it's going to drop in the middle of a meeting...

[feersum_endjinn]

2+ weeks without a single restart since I switched to the Zyxel and the only way to get this is by signing up for a new contract (as mentioned by two others below this post). If I were you I wouldn't waste time with tech support. There's really no point.

[WCAT-15]

>> I switched to the Zyxel and the only way to get this is by signing up for a new contract <<

The other way is to buy your own Zyxel (eg. on Ebay from £100) which is what I did.
27 days without a dropout. Then 49 dropouts in 2 days (mostly lasting a minute or so) -- none of which I noticed as by chance we were not using internet at those times.  And then 17 days since with no dropouts.  Three support really should pay attention and sort out the firmware on the ZTE (which does have very good technical reviews in general).

[stevekn]

you'll eventually get through to the man in India who tells you its work on your local mast.

( that doesn't hinder the %G signal and magically connects when I restart my ZTE modem)