Hello, I am experiencing a severe and persistent issue with my Three 5G outdoor hub (Green Packet Y5-210MU) that started last Friday.
Problem Summary:
The Eero app initially showed the network as offline, but after performing a factory reset on both the Eero and the modem, the situation worsened. The Eero now completely fails to set the network back up, stating that the modem cannot connect.
I have already been told conflicting information: Three states the issue is with a "dodgy firmware update on Eero's side" that needs a patch, while Eero claims the problem lies with something Three has done, stating their own app and systems are working as expected.
My device details are:
Green Packet Y5-210MU (5G Hub):
MSN: Y5SGS243106034
IMEI: 357596150118921
MAC: 2479EF149418
3UK product code: 26840
Eero Serial Numbers:
NBBR-06ZQ-8J6N-9FGN
NBBR-03JP-HJP8-G0YS
NC7J-001Y-R267-8N9P
What is the proposed solution to resolve this ongoing connectivity failure?
Based on the conflicting reports and user workarounds (like APN changes), I need clarity on which of these proposed solutions I should be following:
Wait for a fix: Is this a known, network-wide issue (possibly a dodgy firmware update or network change on Three's end) that requires me to wait until Three releases a patch or system fix? (Users have noted that changing the Green Packet modem's APN setting sometimes works, suggesting a configuration or firmware issue.)
Replace Modem: Given the factory reset did not resolve the connection failure between the Eero and the Green Packet modem, should I be sent a replacement Green Packet modem?
Alternative SIM: Since the modem appears functional but is unable to connect to the Three network, should I use an alternative SIM card in the mean time if the problem lies with the actual Three network infrastructure?
Replace Modem and Eero: Is the problem genuinely with the Eero integration and a new modem, along with the latest Eero 7, needs to be sent to resolve the incompatibility?
Please advise on the definitive next steps. Thank you.
