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

[Joemac99]

@JonathanB been 4 weeks since your last post on here. Any updates about this? Still getting dropouts multiple times a day...

[WhimsyWidget]

So, after requesting a replacement Zyxel router for the ZTE and Three refusing unless I cancelled the existing contract and took out a new one, I had no choice but to cancel my contract due to breach of terms of service. 

I didn't want to take out another contract so soon after taking one out in November, as opening too many new accounts within a 6 month period negatively impacts your credit score. I don't see why I should suffer more negative effects due to Three's mess-ups. My partner wanted to give the 5g one last go, as when it works, the speed is actually really good. So he took a contract out with Three instead. He was sent the Zyxel router, and after 3/4 days running I can report not a single drop out! The ZTE dropped out multiple times a day from day 1, so it's pretty obvious the ZTE WAS the problem as everyone has been saying (and it seems obvious Three absolutely know about it, but aren't letting on [liability, I dare say]). 

The fact Three wouldn't replace the ZTE for the Zyxel for an existing customer and claimed they had none available, but would happily cancel your contract if you take out a new one and then send you an Zyxel - Ridiculous. Bureaucratic nonsense. I pray to God we have no further problems because customer service is horrendous and like pulling teeth. 

[mikem2te]

So I've dug out my old ZTE 4G router and put the SIM from my MC801a in it. The old 4G router has been bombproof for the last month, but with obviously much, much reduced speeds. I have not changed my LAN network setup, the routers have all been in the same window and facing the same mast. It's clear the issue here is with the B12 firmware on the 801.

Three really need to step up their game on this one now. Reading the earlier comments I have no motivation to waste hours of my time attempting to speak to support/complaints and be fobbed as others have been.

The onus here has got to be on Three to reach out to us all, and/or brief their support/cancellation departments to accept there are issues and immediately offer a replacement or cancellation.

My device is not fit for purpose and I'm not getting the experience I'm paying for.

The 801 is currently boxed up, the only interaction I have with it is giving it a sneer every time I see it in the cupboard!!!

[WhimsyWidget]

Spoke to my local Three store today. They are aware of the ZTE problem. They've had other people locally with the same problem (what a surprise, not). They said the only option they know of, would be let Three support cancel the contract if they allow it and then go into store and they will create a new contract and order a Zyxel router (as they no longer hold stock of them instore).

I've been speaking to live chat for around an hour again now. Yet again, been sent back and forth to sales and support/complaints. Time wasting. I sent the last transcript to the CEO and will be sending this one as well. Probably post here as well, to show the ridiculousness of it all.

[techsavvy]

This is a long post ... but hopefully my last lol
My experience so far - PERSISTENCE.
I've had the same issue for 4 months, since I took on a new contract. I queried the issue on this forum from I think the second day of turning on the modem.
Having seen the recent comments about the Zyxel, I contacted Complaints Dept direct and bypassed the Support Team.
They said they would need to cancel the contract, and I could pop into my local Three store the next day.
If that's what it takes, fine.
I promptly turned up at the shop at 9am to be told they do not have any Zyxel modems in stock at all, only ZTE.
So back on the phone to the complaints dept.
A Zyxel modem duly arrived and appeared to work with no disconnections.
Then I noticed it wasn't connecting to the 5G network, despite the fact the ZTE modem (which I'm waiting to send back) was next to it, and connected to 5G.
So back onto Network support. After swapping SIMS and confirming neither connected to 5G on the Zyxel, another Zyxel modem arrived this morning. It connects to 5g and I have had no dropouts so far, so it appears everything seems OK.
Takeaways:
My thinking has always been that it's not the problem (these happen everyday) it's HOW the problem is dealt with that matters.
There appears to be a complete disconnect between the Three Departments. This Forum seems to be just a method of Three avoiding the usual moans and complaints. However, it would soon become obvious to any Administrator on here that there was clearly an issue with the ZTE modem, and worth updating Support Teams. 
Lack of updates on any remedy is also a big letdown. I think we have had 2 messages from Jonathan early on, then nothing at all (to my knowledge).
It also seems that Support have no awareness of this problem, when it should be flagged immediately a customer rings up with the same issues - once the usual checks have been made.
And how they can send a customer out to a shop without checking stock levels first is also a bit of a joke.
The positive side is that everyone I dealt with was patient, polite and tried their best - but if they aren't supplied with relevant information, they are in the dark ... which is when customers like us get annoyed and fractious. It's not their fault. Think about these people putting up with crap every day. It's a hard job - trust me I know.

[bethanrex]

I did the same today, called up and spent about half an hour repeating myself to the various stages of tech support before they tried to transfer me to 'a colleague in sales to talk about an upgrade'. I said thank you but absolutely not and insisted to be transfered to complaints. The complaints guy was very nice and understood my issue at least but after putting me on hold told me that as I only have a short time left on my contract they won't be able to send me a different router... So I'll be cancelling once my contract is up! Which is a shame but they also said there is an issue with the mast in my area causing slow speeds so maybe it's for the best.

[WhimsyWidget]

Just spent over an hour on customer service live chat for complaints. None of the reps understand or comprehend what you try to tell them. When I explained and asked for a Zyxel router got told, ok, I'll send you to my colleague to do that. The rep sent me to sales. Wanted me to cancel my current contract and take out a new one to get the Zyxel router. Absolutely ridiculous. Got sent back to support, then said systems down. Can't login to My3, says that down.

Does anything at 3 actually work properly? Good grief. Time to cancel, I guess. Had enough now. 

[WhimsyWidget]

@JonathanB Like everyone else, I've been very patient with this situation, and tried to be as helpful as possible in finding the issue. Still no resolution. How can I go about getting my box replaced with the Zyxel? Customer service have been not at all helpful on the phone or live chat and just say to restart the box. It's way beyond that.

[Masasamoht]

I have this exact issue and have been following this thread since it all started back in October. Having seen that some of you are getting the a new router I tried phoning three support this afternoon..

Wow it was terrible. Guy just wanted me to reset my router (despite referring to this thread, explaining the issue is connected to the firmware update etc) and then - to make it even worse - at the end of the call he put me through to sales to sell me more contracts! After I just complained that my existing service isn't working!

When it works the service is great - speed, latency etc are more than brilliant. For the first 6 months of the contract I had no complaints at all; even convinced by neighbour to join Three. But since this firmware update I, like everyone else here, have suffered drop outs every 4 - 12 hours (as does my neighbour now)

Does anyone know the secret to getting hold of someone at Three who understands the issue?

[krixon]

I had the same experience with support. Didn't want to listen to what I was saying, just wanted to go through the script and tell me it's because I've got too many devices connected to WiFi. In the end I was put through to the complaints dept who immediately agreed to send me the Zyxel the next day, and I've had no issues since. I would definitely go straight to the complaints dept if you can. It's crazy that tech support seem to be totally unaware of this problem.