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

[grabo1530]

I am also getting this .Started with recent firmware. I also can't access the page to cell/band lock anymore so as well as constant dropouts I also get lower connection speeds...I was perfectly happy with things and unchecked the firmware update box ,So why update me and spoil things .

[grabo1530]

4 Times it dropped off the Internet today,all lights show normal .Its so frustrating has anyone heard anything about a fix from 3 or got them to roll back the firmware to before they broke it ?

[nicjac]

I am also experiencing this issue - Internet access drops out (router admin page shows 0kb/s download). Rebooting is the only solution to get it to work again. Unlikely to be related to infrastructure as a reboot wouldn’t help then? 

[TonyH]

I'm also having these droputs. It happens two or three times a day. Its very annoying as my wife conducts her work with clents over the internet

[JonathanB]

Hi @Grum,

Thanks for highlighting that you've also been seeing these intermittent drop outs on the ZTE. There does seem to be a few users mentioning this, and many of which have reported it to be about the same time as the last firmware update.

I'll reach out to you and everyone on this thread, and the 5G Broadband dropouts thread by private message for some info we can use to trace this issue. I did try this previously but only got a couple of responses so we've not been able to investigate as thoroughly as we'd like to.

To access your private messages. click on your avatar in the top right of any community page, then "Messages".

I hope to hear back from you soon,
JonathanB

[Dempster]

Hi Jonathan

I also have the Zyxel NR5103E Router, and have been having this exact issue since the firmware was automatically updated to Version B14. Currently the connection is being dropped around once a day, requiring a router reboot (or a long wait) in order to restore it.

Do you have any ideas what I could try? Connection was solid for the first couple of months, when the router was running the previous firmware (Version B12).

Many thanks for your help!

Alan.

[stevekn]

I’m still getting this problem

several times a day 

a modem restart re-connects the internet, otherwise minutes to hours for it to re-connect its self

[stevekn]

Im still getting these dropouts with the ZTE modem ( with a good 5G signal) several times a day ( download signal 0.0 Mbs but upload seems to have a small amount of data)

A restart immediately returns the internet !

Ive contacted ZTE and the said its threes problem !

[StefanD]

Hi Jonathan,

I have just got a brand new 5G Broadband Hub from Three, with the Zyxel NR5103e router... and also experiencing these intermittent service 'drop-outs'. Firmware looks to be B14. All the lights still connected on the router, but any connected devices cannot connect to the internet... Restarting the router fixes the issue, but clearly this is not a long-term solution. 

Splitting out the 2.4GHZ and 5GHZ band seemed to have helped for about 5 days (no connection drop-out)... but then it dropped out again....

Any thoughts on this? Are users still experiencing this issue, and is there a fix?

thanks

SD

[bathugeo]

Hi, I'm getting this problem too.  Initially 3 told me it was due to reception in my area which didn't make any sense.  Then they agreed to change the unit but I am still getting the fault.  I also believe it is a firmware issue.