5G Outdoor hub / Y5-210MU connection Issue

[TAH]

I recently got the 5g broadband outdoor hub. Initial installation and set up was pretty fast and easy.
Today at lunchtime my internet stopped and i also couldn't connect to the eero device. I tried a couple of restarts but no joy.

The 5g GreenPacket Y5-210MU just has a blue light on and no 4g/5g lights. and the signal indicator just says "on" instead of displaying a number between 0-100.
The eero device pulses white for a while, then turns red.

I'm able to connect to the Y5 via ethernet and checking the settings via admin profile everything appears fine in terms of settings, but no signal.
I tried switching the APN from 3internet to three.co.uk but same outcome.

The Y5 doesn't appear to be receiving signal at all.
I was also able to access my text messages via that admin page previously, but now it displays an empty inbox.

I've taken the sim card out and put in a mobile device and it gets both 4/5g signal and i started getting push notifications and could browse the internet.
I've put it back into to the Y5 hub and it appears dead..

Anyone got any idea whats happening or how to fix this?

Thanks in advance.

[sargentdel1]

I’m having the exact same issue. Daily dropouts resulting in having to reboot the router 3 times a day. Would be helpful if three tech support could diagnose what is wrong with their equipment. 

[JohnR]

As I was telling the other person, this sounds like the issue I just described yesterday: https://community.three.co.uk/t5/Broadband/5G-hub-Greenpacket-Y5-210MU-dropping-wired-connection-aft...

Please leave a reply in there too so it gets better attention. I'm technical enough and willing to work with Three to debug it.

[PeteG]

Hello. 

Welcome to Three Community. 

That doesn't sound so good. Intermittent connectivity could be caused by a few things. It might be worth resetting the hub first. You can also check your area for issues on the Status Check page.
If those don't shin some light on the issue or resolve it, I'd recommend reaching out to the broadband team for further checks to be completed. 

Pete.

[sargentdel1]

It does make me laugh that you always go with the turn it off and on again approach or factory reset the hub. Most people would have already have tried those steps - going through Three support is such a chore. 

Here are the key issues:

• The web admin interface becomes unresponsive (menus stop working) multiple times per day.
• The router does not reboot on its own — I have to manually power cycle it to restore function.
• It appears to be linked to unstable 5G signal handling.

I’ve monitored signal stats and found the following:

• 5G SINR: 3 dB, RSRP: -108 dBm – clearly very weak and unstable
• 4G SINR: 11 dB, RSRP: -105 dBm – significantly better performance

To prevent crashes, I’ve now had to lock the router to 4G-only mode, which improves stability but defeats the purpose of having a 5G router.

It appears this model (Y5-210MU) struggles with poor 5G signal conditions and locks up instead of falling back gracefully. I’ve seen other users report similar issues with this model.

What steps are Three taking to resolve the software/hardware faults??

[sargentdel1]

@PeteG @JonathanB the saga continues and we still have no new information. What are three actively doing to resolve this? 

[illhavethefries]

Just to chip in, I am getting exactly the same problem as you but keep being fobbed off by tech 

[JohnR]

As I was telling the others above, this sounds like the issue I just described yesterday here: https://community.three.co.uk/t5/Broadband/5G-hub-Greenpacket-Y5-210MU-dropping-wired-connection-aft...

Please leave a reply in there too so it gets better attention. I'm technical enough and willing to work with Three to debug it.

[PeteG]

Hello there, TAH. 

Oh, that doesn't sound great. Since you've already done the steps of testing the SIM in another device and confirmed it was working, it would seem to point to the Y5 as being the problem. It doesn't sound like the hardware is completely offline since you were able to get into the admin page, so it might be worth trying to perform a complete factory reset of the Y5 to see if that helps, and you might want to take the eero devices offline just to get them out of the equation while trying to sort this. 

If that doesn't work, you could be looking at some kind of hardware failure, and the device might need to be replaced. If that's the case, I'd recommend reaching out to the Broadband Support Team to get them to investigate. 

Pete.