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

[James99x]

You have nothing to change it’s the router/modem. I have the same issues. Have literally tried everything. 
I run wireless through eeros so I know it’s not the wireless. It’s the download only that drops off. You can usually get it back online quicker by going to the router webpage and disconnecting and reconnecting the 5G connection. 
It’s the b12 firmware upgrade on this ZTE junk. Ever since that was rolled out we’ve been seeing this issue. 
I’ve had 2 replacement devices even though I tell 3 support it’s all of them not just this one. They just keep sending them because “it’s policy” 

HOWEVER a slight change form them today.  I called up today and was told to change the APN to three.co.uk which is mentioned somewhere in this thread and I’d already tried that (didn’t make any difference). But he followed this up by saying he would remotely change some settings, which not sure he actually can but I’ll give it a day and see if he has fixed it. He wouldn’t tell me what he planned to change and I can’t see any setting changes on my router. So who knows. But it’s the first time I wasn’t just told we will send you a new router. So I feel like enough people must be phoning up now. 

I urge all of you reading this to also phone up and complain of download stopping. The more that phone then the better. 

[James99x]

Update on mine.. nothing changed. Phoned back today and was told zyxel routers do not have this issue. But they are out of stock and the zte routers are the only ones they have in stock. But they acknowledge this is a problem with them. Which they then said basically good luck, there’s nothing we can do. Also won’t allow me to cancel my contract. Incredible really. Customer service from three is horrific. 

also turned of ipv6 which didn’t fix the issue. 

[bathugeo]

You have a legal right to cancel your contract if you are not getting the service promised. 

[techsavvy]

I tried changing to IPV4 and also changed the APN.
Neither fixed the problem.
It would be nice to get ANY reply from Three that indicates how far along they are with trying to solve the problem, and if that will come in the form of an update, or something different.
Putting their head in the sand and hoping we will all go away .. but then not allowing anyone to cancel their contract seems to be commercial suicide.
Who here on this thread would recommend the broadband as a viable option - especially for home working, where the product is clearly not fit for use.
I have had more dropouts in the last 7 days alone than I did with Virgin Media in over 15 years!!!

[James99x]

Made a bit more progress, asked to be put through to complaints and they agreed to allow me to cancel my current contract after ordering a new device and contract via the phone sales. On that sales call I demanded the Zyxel NR1503E device which they could switch it over to from the ZTE junk as at first they sent the contract details in the email and it explicitly stated the ZTE model numbers, which they has absolutely assured it me it was not, but then it was. 

so.. it comes tomorrow. Should be fun to see if it really comes or if it’s another same ZTE thing. 

I’m not sure at this point why I’m continuing with three, but I actually like the connection speeds so I hope it’s worth it now if I get this zyxel. 

[techsavvy]

Please keep us informed if the Zyxel works out.
I think everyone on this thread will be on the phone if it does work lol
I agree - when it works, the connection speeds are great, and it certainly represents good value for money.
It's the lack of transparency that is the most maddening.

[James99x]

I would safely say this has resolved this issue. That’s the first time in 3months overnight the network didn’t drop the download and I didn’t wake up to offline notifications from some of my devices. 

As suspected zyxel is the way to go! 

it’s just a shame as the zyxel router/modem is massive in comparison to the ZTE! But it’s worth it. 

[krixon]

I'm having the exact same issue with the same firmware version. I spend a while chatting to support while they tried to tell me it's because my device isn't on a windowsill (it is) and it's because I have 7 devices connected via WIFI and ethernet! This was despite me linking them to this thread and explaining it is a device firmware issue.

In the end I asked to speak to someone else and was put through to the complaints department who immediately arranged to exchange the ZTE for the Zyxel tomorrow (I confirmed it was not going to be another ZTE).

I may have just got lucky, but I suggest speaking to the complaints dept if possible and giving tech support a miss.

[James99x]

The new one was indeed the zyxel, it’s on and running. I’ll update tomorrow when it’s had 12hrs. I always get at least 2 drops before 10am. So let’s see. 

[Grum]

So, I have had my ZTE exchanged for the Zyxel, its been on for a week and (touch wood) no issues. Also has resolved Sky Glass loading issues. @JonathanB clearly shows the issue is ZTE and only since the firmware was updated to B12