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

[Hovertree]

Another two drop outs today here.

[gazzaman2k]

Problem is back again had about 10 drop outs since posting, 6 alone today, have a sensor on homeassistant that pings Google every 2 minutes so it shows unavailable for lots of random 10-30min intervals, can't wait for Wednesday when I get the replacement same router for it to all the same problems again.... once its here I'll be ringing them to cancel or send me the zyxel as this I unacceptable service for broadband

[Gagandeep]

@JonathanB 

Is there any update on this fiasco.

I am reaching the end of my tether. The unpredictability of the failure of this router is now disrupting my ability to use the internet reliably. The service being provided is not acceptable.

Please can someone from Three acknowledge this problem and outline a solution.

Forum members, if you have any contact details for individuals/customer support that have been helpful, please share them here and I will raise a formal grievance on behalf of everyone.

[WhimsyWidget]

@Gagandeep I emailed the CEO and his Executives dealt with my complaint. Sadly if I post those contact details if is a breach of Three forum's community House rules *Eye roll*

[gazzaman2k]

i rang three because of the dropouts upto 10 a day...... went through all their tech support to be told that its a network issue i said no i can pinpoint the exact day that the issues are happening since b12 update it was perfect for 6 months on b09 until they forced an update

i said im not paying for a service which is unrelaiable next they said they will look at a replacement i told them i want the zyxel they said they dont have any in stock and that they would call me back friday (yesterday)

so friday come and they did ring me back, they said they will replace the modem for another ZTE i told them no the modem firmware is the issue and replaceing for another one the same is just going to give me the same problems i asked again for the zyxel they said they dont have them in stock, so they then said if this new one does not work then ring them again and they will look at other options.....


since calling them on wednesday magically my ZTE has only dropped out once for 30mintutes at 8.31am-9.31am on the 10th and then for 10minutes this morning at 1.51am to 2.01am... seems to magically become less freqent, it was dropping like upto 10 times before wednesday

[TC64]

My issues still ongoing.  Called tech support again. They eventually agreed to replace the router, but it will be the same one ZTE , hopefully it will be different firmware or most likely have the same issue. I'll update the group  later.

[Masasamoht]

Funnily enough I just came on here to see if there had been any changes - I’ve been 26 hours without a single drop out which hasn’t happened since the b12 firmware.

No firmware update on the router but i do wonder if something has changed on three’s end?

[Gagandeep]

I have had 5 dropouts in 2 days. 

Random times. Random activities.

All need the router to be restarted.

This is untenable. 

[Gagandeep]

I have had 5 drououts in the past 2 days.

Random times. Random activities.

[Hovertree]

I'm also still getting dropouts here, the most recent one was just now.