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

[JonathanB]

Hi @28900br,

Thanks for letting us know you're also running into this issue. I've sent a private message to your community account so that we can get this checked out further behind the scenes.

I'll add this question about the external antenna too when I pass on the info.

JonathanB

[JonathanB]

Hi @MacDavidson, @Dazzar, @TC64,

Thanks for getting in touch about these issues. We're not aware of an issue with the last firmware update for the MC801a but we're keen to look into this further. I'll private message you each to request some more info to support this investigation.

JonathanB

[WhimsyWidget]

Hi Jonathan,

I signed up for a 5g broadband contract in November, and I'm having the same problem everyone is describing here. It drops out at least once a day and has been since it's been active. Can see no underlying issue, sign has been checked for my area and is fine. Could I be contacted regarding this issue?

Many thanks.

[Grum]

Hi, 

having exactly the same issue. been on to support for over an hour and their answer was do you want to cancel your contract, they were shocked when I said no I want it to work but no idea what to do

[JonathanB]

Hey @MacDavidson, @TC64,

Welcome to the Three Community.

I'm keen to help with this, and I appreciate it can be really frustrating to deal with seemingly random disruption to the service.

Are you able to both confirm which of the 5G router models you have with us? 

If you have Three phones or unlocked ones can you confirm the issue is only with your Broadband services? A good test would be swapping the two SIMs i.e Broadband SIM into a phone, and phone SIM into the router. This will help narrow down where the issue is originating from.

The best first step here is isolating whether the issue seems to be network, device, or SIM, then I'll have a better idea of how and who to investigate this with.

Thanks,
JonathanB

[henryshelley]

Hi Jonathan - I have recently signed up to Three 5G Home Broadband and am using the supplied ZTE MC801A router. Unfortunately, after a few days I started experiencing the same issues that many other customers here are having. That is to say 2-3 dropouts every single day, that are only rectifiable by resetting the router.

After several calls to three, I finally managed to get a replacement router, but am immediately having exactly the same issues. Is there any update that three can give on when this software issue will be fixed please?

[Clachtoll]

I am akso having the same issue. And have been for months, as @TC64 says, the problem is they are intermittent so by the time (if you can be bothered) you've called support it might be fixed or as in my experience they dodge the issue and claim its every other device / link in the chain / Router placement except their download connectivity. My old sky router / contract had much lower broadband speeds, but actually worked all the time and covered a 3 floored house. This ZTE has very limited signal distribution. Great speed if you're in the same room but pointless if you're 2 floors up.
I need it on the ground floor as it has to have a wired connection to Sky Q box. Still not perfect but effectively doesn't work wirelessly to Sky Q, and again, both companies blame the other with you left stuck for services you pay for and can't use and spend valuable time trying to fix.
There's few things more irritating and I won't be continuing with Three unless it miraculously changes.,,,
 

[WhimsyWidget]

Hi Jonathan,

I'm also having the same problem, having only last month signed up for a contract. Could I please be contacted in regards to this matter?

Thanks.

[TC64]

Thank you. I called support today. They should be investigating hopefully.

My router is standard three supplied ZTE mc801a on 5g broadband. My mobile is on the three 5g coverage with id mobile and works when the router stops. I have done a factory reset and set up again. But still loses internet randomly around 5 times a day for around 10 minutes then starts working again. Router firmware upgraded on the 19 October and noticed the issue from the 20 October and still doing it. Last issue was 45 minutes ago at 10.50 am.

Not practical to swap Sims sorry due to random time it takes to occur.

Thank you.

[JonathanB]

Hi @TC64,

Great let me know what you hear back from the Tech Team, hopefully they can solve this, and if not narrow down the cause more.

Thanks for confirming you've tested your mobile on Three 5G signal too, I'll pass on feedback around the firmware angle to see if that can be investigated further.

JonathanB