5G Outdoor Hub won't connect to network

[WM1990]

I used Three's online chat to ask them why a PC game couldn't connect to a server (it's only this one game that has a problem, likely to do with port forwarding). 

The guy on the chat says he remotely changed my router from IPV6 to IPV4, which seemed to allow the game to connect but then the hub itself would only connect to 4G not 5G, getting me about 3mbps download which is not at all enough for anything. 

They tried changing the setting back but no matter what they tried it was still stuck on 4G, including a factory reset by holding a pin in the reset button, until eventually I changed a setting myself in the router admin page as a last resort and now it won't connect to the Three network at all.

If anyone with a 5G Outdoor Hub knows what to do to fix this please do share, otherwise I'm looking at asking for a replacement hub from Three which I have no doubt will be a non-trivial exercise.

[WM1990]

Weirdly if I put the Three SIM card into my phone the 5G works fine. It's just the Outdoor Hub that is busted.

[Sal09 · Accepted solution]

If the Hub display say 00 then you are out of luck. You will need a replacement Hub which again is pain in the back side exercise.

It takes 5-7 working days to get a replacement Hub. Far easier to cancel contract (if within cooling off period) and start a new one with next day delivery.

Goodluck.

p.s Changing the IP setting to IPV6 only breaks the Hub.

Either it needs to IPV6IPV4 (default setting out of the box) or change it to PV4. 

[WM1990]

I called Three today, I opened with "you need to send me a new outdoor hub" due to the above reasons.

There followed two hours of mostly being on hold or waiting for a call back - and I listened to genius advice like "take the SIM card out and reinsert" or "try a factory reset," something I suspect might contribute to the device failing, all the while I'm saying "you need to send me a new device".

This has resulted in the guy "logging a ticket" and they will reply to me "within 7 days", all while I have no internet. 

He also cannot give me a reference number for the ticket.

It might actually be worth it to start a new outdoor hub contract, use that device until this one is exchanged and then cancel the new one in the cooling off period.

[Sal09]

Ive been through the same. My Hub died on first day. I rang them everyday for 5 days in a row until someone in complaints department decided to make an effort to place replacement order. They contacted the warehouse back end team and which allowed him to place an order for next day delivery. 

It was box to box replacement including EERO.

Everytime whenever i use to ring them the advise was simple. If you want Hub asap cancel the existing contract and start new contract.

Long story short. New customers get priority over existing customers. 

[WM1990]

Unfortunately I'm a few weeks out of cooling off period otherwise I'd do exactly that. Literally all I need is the outdoor hub. Interestingly I've put the SIM card in my phone and it works fine, so it's literally just the hub being badly programmed I guess?

[Barnbow_Tech]

As far as I've read on here and other forums (ISP Review have details) the Greenpacket Y5 is relatively new, replacing the ZTE outdoor hub. Sadly it would seem it's a bit too new! Guessing they've not done full testing of it as IPv6 in the APN seems a fairly obvious thing to test 😕.

[WM1990]

Well, I called to ask for an update and they said "the technical team will call you within 7 days" even though we all know the outdoor hub is just bricked and there's nothing anyone can do about it. So I made a complaint and the complaints guy just sent out a new hub. He also sent out a new eero router, so a complete swap which was a bit annoying because it's only the hub that was broken, but whatever I've got fast internet again now.

[JonathanB]

Hi @WM1990,

Thanks for updating the Community with how this was resolved. I'm really sorry to hear that the firstline team didn't manage to establish the exchange earlier, but glad to hear that the escalated team did get this sorted out in the end.

Thanks,
Jonathan