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

[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. 

[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. 

[itsbebbo]

I was having exactly the same issue with the router (no data but all indications showed connected to 5G). I saw on ispreview forums that someone had identified IPV6 as the issue and since setting to IPV4 I've not had a freeze for 3 days (would normally get at least one or two a day)

[jayward011]

Phoned Three today complaining about the same issue and was told it's not the router but the mast in my area is having problems, i said that was the same answer you gave me when i complained in December 2022.i asked when this issue was going to be fixed and he replied very soon, i said people all over the uk are having the same problem since the firmware was upgraded to B12, he said the update issue has been resolved and the mast is the problem,  if it's not fixed within 2 weeks i will be cancelling my contract as the service is not fit for use, pity really as when it's working ok it's very good

[RK1]

Same issues as many of you are describing. Same router model no., same firmware update. It's mildly infuriating, and not something I'll be able to abide long-term. If it's a problem that the Three/ZTE teams cannot recreate/problem-solve, then surely a formalised router swap/exchange initiative needs to be implemented. 

For further info, SIM words fine in a TP-Link 4G MiFi (significantly reduced speeds aside).

[ashleyj]

I am also having this issue, download data just drops to zero, upload still appears to be okay. 

To get it back I use my phone to login into the router settings (192.168.0.1) and switch the 5G/Data toggle to off. I count to 20 and switch it back on again. The download then starts working as normal. 

I also work from home so a fix for this would be great. 

[JonathanB]

Hi everyone,

I'm sorry this issue is still ongoing. As I mentioned before, it doesn't seem to be affecting all users on the B12 firmware, and we've not been able to reproduce the issue either, so it is proving difficult to track down the root cause, 

I have escalated concerns about this though, and I'm hoping to have more information and advice soon. Thanks again for your patience everyone.