5G Home Broadband issue (keeps dropping out for no reason)

[Grum]

HI,

I have had 3 5G home broad band for almost a year, never had any issues until the firmware upgraded to B12. For no reason at all it drops the internet, all lights remain on, 5 to 10 mins later it comes back on, or reboot to come back on quicker.

Never had any issues prior to this upgrade. Called three sent a replacement router, as soon as the firmware updated exactly the same issue, called again and the answer was do you want to cancel your contract. They seemed shocked i said no I want it fixed.

Is this being looked into, clearly there is a problem with the latest firmware

[Neil]

The dropping connection on pretty much all their routers is an absolute joke and means you get an abysmal service. 

What's worse is when you speak to support they gaslight you and make you think you're the first person to experience this.

A work colleague moved from Three to EE and says he hasn't had a single dropped connection since, so maybe that's the route to take...

[Stairparker]

Tech service at Three are rubbish. After they replaced my ZYXEL NR5103e with the same model, same thing, kept dropping out. Went to my local 3 shop and asked for a replacenent router but a different model. They gave me a MC888 and guess what , it works no drop outs. I sure 3 know there is a problem but are unable to fix it. 

[stevekn]

what did you get t replaced with, i'm getting severe drops a day from my ZTE 5G modem.

did you just turn up at the shop?

I suspect the problem is not the modem but th 5G is over subscribed ?

[BSPlym]

Now in 2024, has this issue been resolved? I too am experiencing multiple dropouts throughout the day with only a reboot bringing back service. I have had the router since September last year, the first 3 months were fine but after that the dropouts have become more and more frequent.

[michaelgrimes92]

I too am experiencing this issue wit ha ZTE, multiple times a day, and now every few reboots it loses the network for 10 mins to an hour. MY phone is on the same service and doesn't lose 5g or 4g signal so I know it is the ZTE box. 

[Kane]

I wanted to add to this thread as I'm experiencing the same issues. Router is NR5103E and as far as I can tell the firmware is b14.

So far I've tried changing the hubs location a few times, different rooms in the house. It hasn't made a difference, the drop outs keep happening. I've also tired splitting the signal as suggested on an earlier page.

Any other solutions or tips out there? Any sign of this problem being acknowledged / resolved by Three?

[Stairparker]

Has this situation been resolved or do 3 replace the hub?

[Neil]

The 3 5g home broadband service is appalling...  it can't stay up more than a few hours as soon as there is some contention it drops your connection which then leaves it in a hung state and the only way to get internet back is to reboot it....

This isn't good enough for people who rely on it for working from home and have security systems online.

[talktohardwick]

Yeh I have to reboot the router at least once every 24 hours now. It's not that difficult to make a reliable data connection or a decent router....

[talktohardwick]

I take it back. What was a solved problem for me is now an recurring one. 

Usually I lose internet for a few minutes a day now. Sometimes it brings itself back to life. Other times I have to restart the router. 

Today's fun was that it only managed to load the guest network after two reboots and then ten minutes later the main wifi network magically reappeared again. 

Anyone got a solution for us that work at home other than tossing the router out of the window and buying a more reliable one?