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

[cobber57]

I am also having this issue, three router keeps losing cabled connections although wireless connections seem fine 

[JonathanB]

Hi @cobber57,

That's quite odd that only wired connections seem to be affected, but it does remind me of this post. The author was able to fix issues with wired connections by changing their Wi-Fi coverage to short instead of long range. Hope this helps!

Jonathan

[lamian333]

i just also changed the router and still having this issue

[mike64]

Yes, it’s absolutely absurd.   I upgraded as my older hub (albeit still under warranty) broke.  This hub was great, never any down time.  This hub, NR5103EV2, is shocking.  Everyday, it needs rebooting.  Often, I can access in house equipment such as cameras until I’ve returned home and reset the hub.  Totally ridiculous.  I complained to Three about the fact my old hub was under warranty, yet, the call taker said it was purchased in 2021. Did they have 5g then.  You’d think these hubs would be able to self diagnose and resolve the issues. The customer service, as ever, is deplorable. 

[shanewhite]

@JonathanB I and it seems many others continue to have this issue. The NR5103E hub seems broken and what I can see there has been nothing done at Three for a long time. Any advice? Otherwise I will cancel and or sue in case Three is really trying to charge me the early cancelation fee. 

[PeteG]

The best advice would be to continue to work with the Home Broadband Team in relation to the issues you've experienced. They are able to run tests that can't be run here, and are able to document the issues you're having onto the account. This will help them to better understand the issues and the timeline, and they can explore the available options with you. 

Pete. 

[CeAr0000]

May as well work with a bartender to solve your alcoholism. The Home Broadband Team is there to gaslight customers in believing their issues are strange and unusual, while they are well known to Three and likely baked in the profit model. 

[Chonobataar]

I have this issue now. The internet remains connected, but after 10-15 minutes, it disconnects for a few seconds and then reconnects. This has happened since 2 days ago now... it has been completely fine these past months. I am using a wired connection (Ethernet wire).

With Tech support on the phone, we tried to trouble shoot the problem, and were able to determine that it was not a signal issue, nor a problem with the sim card. It can only be 2 things: The Ethernet Wire, or the Hub, something to test, if only I had a secondary hub.

[adamjphillips93]

Just joining this thread now, know it's a bit old but I'm experiencing this now! Did you find any solutions? Thanks in advance.