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

[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.

[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*

[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

[gazzaman2k]

so i got my replacement since yesterday 4 more dropouts so rang them again, they are unable to get a zyxel so opted for a no fee early getout of the 24month contract, got the call recorded so if they try any funny business, say they going to send a prepayed envolope within 5 days and have to post it back asap

just purchased a zyxel from cex and going to get a smarty sim

[Winter-Fresh]

Just chiming in to say i've only been a customer since August 2022 and I've experienced the same issue approx 3/4 times a day. Download drops out, Upload continues working - give it some minutes and it usually kicks back in (or restart the device to fix it).

I work from home, on a mostly wired network. I dont use any of the Wifi features of the ZTE - my Asus RT-AX56U handles everything. I havent begun the dreaded headache process of going through support yet... I gave them the benefit of the doubt with hoping mast or coverage issues may be the key, until I discovered this thread amongst many other 3rd party sources.

[Gagandeep]

Hi there

Can you post some links to the other sources you have for further evidence of this problem - maybe it will get someone to pay attention.

[JonathanB]

Hi everyone,

@5Ghub_house, has shared a potential solution on another thread: Re: 5G Hub ZTE MC801 B12 update - Three Community - 6773

From what they've shared, they've not had any drops for about a week now, but it'd be great if some other affected community members could give this a try too. Please let us know if you try this, and what the result is.

Thanks,
JonathanB

[5Ghub_house]

apologies changing to IPV4 only doesn't work. Not sure there is a solution.