5G GreenPacket Outdoor Hub (Y5-210MU) not connecting to APN

[datetan]

I've had the for about a month now, and everything was working fine until today. Around lunchtime, my internet connection dropped completely. I also couldn’t connect to the Eero device, which pulses white for a while and then turns red.

The Y5 unit only shows a solid blue light—there are no 4G/5G indicators anymore, and the signal strength just says "on" instead of showing a number (0–100) like it usually does. I’ve tried restarting both devices multiple times, but no change.

I’ve logged into the Y5's admin panel over Ethernet, and everything appears fine in terms of settings. I also tried switching the APN from 3internet to three.co.uk, and even did a factory reset, but the issue persists. The inbox for SMS messages now shows up completely empty too, whereas it used to display texts before.

I’ve taken the SIM out and tested it in a phone—it works perfectly, gets 4G/5G signal, and data access is fine. So it’s clearly not a SIM or network issue.

It seems like the hub is not receiving any signal at all. I've seen similar issues reported by other users online—has anyone found a fix for this, or is this a known hardware fault?

Any help would be much appreciated.

[datetan]

Hi Pete,

Thanks for your response.

Just to update you—I visited three different Three stores today. The first one told me they don’t handle replacements in-store. The second store, where I originally bought the hub and already exchanged it once within the first 30 days, confirmed the device is faulty but said they can’t replace again it now as it’s been over 30 days. The third store said the model is currently out of stock.

I also spoke to the Business Account team (I’m on a business plan). They acknowledged an outage in the area. As a gesture, they issued a credit for the inconvenience. I’ve already tested the SIM in both this hub and my indoor one—it’s definitely not a SIM issue. Both sims work in my indoor hun

I was told to wait 7 days in case the outage is resolved, but I explained that I’ll be away and others still need to use the broadband at my location. They said that if service isn't restored after that period, they’ll arrange a replacement—so effectively confirming the device can be replaced and it’s not just a coverage issue.

I suggested arranging an exchange either in-store or delivering it to the address where I’ll be staying, but they said neither option is possible at the moment.

This has left me stuck with no working broadband and no practical resolution in place. Could you escalate this or advise how to move forward?

Thanks,

[PeteG]

I can't escalate it directly from here, sorry. 

Let me get some advice from a colleague and I'll be back in touch tomorrow morning. 

Pete. 

[datetan]

Thanks for your reply, but I need to be clear — I’m extremely frustrated with how this has been handled so far.

I went to three different Three stores:

• One said they don’t deal with replacements.

• The second (where I bought the device) confirmed the fault but refused to replace it again because it’s past the 30-day window (even though I already exchanged one before).

• The third store said the hub was out of stock.
  
  

I also spoke to the Business Team. They acknowledged a possible local outage but also confirmed the device is likely faulty. They issued a small credit but told me I have to wait 7 days before anything can be done. I explained I’m away for the week but others rely on the broadband at home — they still refused to send a replacement to my temporary address or allow in-store collection.

Even worse, one support agent told me my device’s IMEI “doesn’t exist,” despite me providing a photo of the original box showing it clearly. When I asked online chat to escalate this as a complaint, I was told Three doesn’t have a complaints department, which I find shocking.

Another one said to me to go and and “speak to the store manager” without any clear reason why or what they were expected to do.

This constant back-and-forth between departments, unclear advice, and lack of responsibility has been exhausting. No one is willing to take ownership, and I’m left without service despite having done everything right on my end.

At this point, I’d like this escalated properly. I’m also requesting appropriate compensation — whether that’s a partial refund or a reduced monthly fee — for the disruption and poor handling of this issue.

Thanks,

[PeteG]

Thanks for clarifying the events so far. 

I've sent you a DM with some information, if you could head into your messages inbox here on community. Just click the little circle with your profile image in it to access it. 

Pete.

[PeteG]

Hello there.

Welcome to Three Community. 

Based on the issues you're having and the testing you've already done, it sounds like the Hub might be faulty. To get it fully checked out, it would be best to pop through to the Home Broadband team and see what the options are. 

Pete.

[SK24]

Hi,

I have the same issue since yesterday. The Greenpacket device fails to connect to the 5G network. Multiple reboots from the web UI did not help. The device shows disconnected APN. Powering off for 10 minutes appears to reset the fault. But same error after a few minutes. The SIM works without issues in other mobile devices. Is there a way to get the device replaced?

Best,

SK

[JonathanB]

Hi @SK24,

Sorry to hear that you've been having these issues with your router disconnecting, we can't directly facilitate an exchange from the Community, but the Broadband support page Pete linked has options to call or chat with the team if you scroll down there.

Follow troubleshooting with them, and if they're able to determine a hardware fault they should be able to arrange this with you.

Thanks,
Jonathan