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

[talktohardwick]

I'm using the Zyxel NR5103E. The steps to make the change are:

1. Load the 3 5G broadband app

2. Get to the homescreen

3. Click Wi-Fi on the icons at the bottom of the screen

3. Move the slider that says "keep 2.4 and 5 GHZ the same to the left

Sit back and see if it fixes the problem for you.

[Bezz]

Hi, seems this is not wanting to be resolved by Three. Can anyone please give me the details of the router that doesn't suffer the issue? I've come across the make + model before, but can't find it again.... Thanks in advance. 

[nicjac]

We are having a discussion about this on ISPreview. One common thread seems to be the use of bridge mode. Is it the case here as well?

@JonathanB do you know if this could this be escalated? Having daily dropouts is obviously not ideal, especially when it is one's main broadband connection.

[stevekn]

I tried changing my modem to bridge mode... still got couple of internet dropouts per ( ZTE MC801 b15)

Now put back to router  ( no wifi) as can restart from my iPhone app 😉

[JonathanB]

Hey @nicjac,

Sorry for the delay on getting back to you.

Bridge mode has been mentioned by a couple of users, but there's definitely users that aren't using the feature at all and are describing similar drop outs.

I have requested an escalated investigation of this and will update the relevant threads as soon as I have any more info or advice I can share.

Thanks,
JonathanB

[mattpreston80]

 I'm getting the issue, and I use bridge mode with my nest WiFi router. I'm on software version B15. Anyone got any ideas? It's causing havoc with teams calls!!!

[grabo1530]

@JonathanB  is there any chance of changing these problematic routers for the one that is being supplied to new customers. 

Not only getting the B12 drops but also started getting periods of ca  going active with my 400 down speeds dropping to less than 10 ! 

I really can't believe that this problem has not been addressed and sorted .Far too many customers are suffering ,remember its not just the ones on here its also those that are having the problem but don't know because they are not tech savvy.

[stevekn]

ZTE support as useless as Three's

"As the device is sold by Three the after-sales is also their responsibility, hence you have to contact them to get the issue resolved"

[H3lter]

We’re getting this now also, three just keep directing me to ZTE

nightmare!

[stevekn]

and ZTE after the ( turn on and off and do a factory reset ) directed me back to three