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

[BadTimesAhead]

Drop out don't happen as quickly but still a factor unfortunately.

[BadTimesAhead]

This makes a lot of sense come to think of it! Shall go and have a look into it, thank you! 

[jonesthesteam]

Hi all, 

I have had a resolution to my problem with the ZTE router. It may be because I only recently started my contract with Three but after jumping through every hoop (going through multiple call centre staff, switching the ZTE router off and on again AND resetting it) I finally spoke to someone who listened to me and took on board the testing I had done to prove the ZTE was at fault.

The result once I spoke to a person who wasn't reading from a checklist and was in a position to actually make a decision?

I was promptly sent out a replacement Zyxel NR5103E router and everything is NOW absolutely flying along.

I was lucky that I had a Huawei CPE Pro spare to prove my SIM was fine and the ZTE was at fault and I appreciate this isn't something everyone can do but it seems a stable router with Three while they sort out their issues if you can get your hands on one.

Three also confirmed they do have a known problem with certain batches of ZTE routers which I can only presume I and everyone else contributing on this thread also has. So my advice would be, grab a strong coffee and get  onto Three trying to bypass 1st and 2nd line until you can speak to a network specialist who may be able to authorise the replacement of your ZTE router.

Good luck! 

[parkodrive]

I've been having the same issue since september 2022 with the ZTE router. Had a replacement in Feb this year but still sufferening the same issue on both the B12 & B15 f/w. Spoke to someone on the online chat last night but they were super dismissive and refused to acknowledge my comments about the router being at fault and ended the chat on me without a word.

Called the broadband helpline and was told that I could be sent another router but it would be another ZTE (would be my 3rd). Asked for the Zyxel and they refused despite this clearly being a known issue that Three are mostly ignoring at this point given how long this has been going on. Only thing they would do is offer to cancel with zero fees. Not what I want to do as £20/month for 300+mbps is a steal when it works and having the flexibilty to take the router away with me is also a sweetner for this service. I just wish it worked reliably.

I've done all the troubleshooting that can possibly be done, resets galore, moved the router, changed wifi settings, apn's etc and nothing makes a difference. Yet my phone, on IDmobile (three) constantly gets 280 mbps and my partner, using three mobile also has no issues with her phones connection, again proving the issue is with the ZTE hardware/software.

@JonathanB  Can you add anything else?

[techsavvy]

Then it seemss to me the answer is very simple.
If Three are aware of a "bad batch" of ZTE routers, simply replace them with a working batch, or the Zyxel routers.
if it is a bad batch, no amount of diagnostics will help, when a solution cannot be made.
These constant dropouts cannot be helping Three's reputation as a broadband provider.
Would anyone on this thread recommend Three at the moent? I very much doubt it.

Can the Administrator of this thread please convey the dissatisfaction of all the people on this thread.

Would anyone

[russdaz]

Its odd is all I can say, and confusing that you don't get much help. I had my ZTE replaced after 14months service, and its working fine. Plus I have gotten to the problem of the nr5103 issues to in default it tries using bands that don't exist... well not in this country any way.

[russdaz]

Interesting, I have had ZTE for over a year and has been faultless until last month. 

I have heard the same statement from about a faulty batch of nr5103e’s too.

Awaiting to hear of an outcome on my issues at present.

[Sandyman2]

Just wanted to add that I am also having these issues of drop outs. I have the ZTE router and the settings were already at the suggested setting as described earlier. It's getting a bit unacceptable now. 

[Gagandeep]

I too now appear to be having the exact same problem. Daily dropout for about 10 minutes, WiFi stops allowing internet traffic, can connect to router though. Wired devices same behaviour. Needs a restart through the web interface or power cycle.

I thought B12 had caused enough problems (bridge mode not working, see my other post) but this is another fresh issue. 

If no fix, considering phoning three and asking for the zyxel or just going back to virgin and cancelling this contract on the grounds of piss poor reliability.

[russdaz]

They have had issues the Zyxel Nr5103E too I had one for try out that was maxing out at just 150down and 60up too, and showed no 5g connection in the time I had it.

which i have read many people have said the same to. That went back, I got my hands on a second Zyxel nr5101 which is blisteringly  fast so I am sure its bigger brother should be good. The firmware on the Three device is specific to Three, so I am wondering if Three are throttling them back at the moment, as there only quoting 5g speeds of 100meg down and 50upload at present.