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.

[MiloJones]

I got this as well. Router worked fine then disconnects to 5g and doesn’t reconnect. I reported it to 3 support who did the usual reset etc but the problem still remained. I even downloaded the syslog from the router as you can see the interface going down and not reconnecting but they weren’t interested. In the end I brought a TP deco 5g router and that’s been pretty bulletproof since. I’m convinced it’s a firmware issue so was waiting for an update. 

[JonD66]

I'm having the same issue and out of desperation I ordered a TP link Deco X50 5G modem/router from Amazon. I popped the 3 sim into it and plugged it into the Eero. It's worked perfectly with no dropouts at all since Monday (now Friday afternoon).

As I type I'm on hold with customer services who say the router is perfect and my problems are a network issue. This is clearly rubbish as the Deco router works fine. Predictably they won't comment on third party routers. I had hoped they would replace my Outdoor hub with another model so I could return/sell the Deco but they are refusing.

Very frustrating, but there is a way out if you're prepared to spend a bit.

Jon

[JonathanB]

Hi everyone,

We've noticed a few similar topics on the Community and are looking to establish if they're connected, and how we can best solve any underlying issues. If you're currently experiencing these drop outs can you let us know:

• When there’s an outage, is the outdoor unit powered on? There should be blue LEDs lit on the side of the device.
• When there’s an outage, what colour is the light on the Eero?
• Is the device kept outdoors or indoors?
• And finally, can you start a log of the times when you're experiencing the outages.

I'll look for similar topics on the Community and pop a similar post on them too, then follow up to gather some more info that we'll confirm over PM.

Thanks,
Jonathan

[MiloJones]

hi Jonathan 

When the connections drops the router is on. You can access it via the web admin portal but the menu responses are odd as the values don’t seem to populate correctly. You can that 5g is disconnected but no matter how long you leave it, it never reconnects.

I ran the router connected to the eero and also tried it connected to another router I use for my home network as I don’t need the eero. The eero would display the orange/red disconnect led.

Router was tried both indoor and outside

Disconnects happened anytime during the day with no set pattern. Mostly evening but it would drop during the morning as well.

Im convinced it’s a firmware issue as the original version that was reviewed and wasn’t locked to Three didn’t have this issue

[datetan]

I have exact same issue as in the thread. And tried all APN settings. Any luck with anyone fixing it?

[gavinmcnair]

You can't fix it. Its a bug with needs a software update to fix and I think most if not all people are affected. I'd like to hear from anyone who has never had an issue. If you have a raspberry pi or similar you can try the script below which will automatically restart the router. It really needs 3 / Three or Greenpacket to help their customers and make a real software fix.

[JohnR]

The hub's web interface already has an automatic reboot feature to allows you to reset it at regular intervals (in a way, the mere presence of this feature suggests that there may be known issues with the firmware or hardware ... a modem should never need to be reset at regular intervals, and incur guaranteed downtime; it's the only modem I've seen this feature on)

[MymsMan]

I maybe be tempting fate but I haven't seen the reconnection issue at all, I have been with Three for almost 2 months so far.

I have had three periods of very bad latency when the hub appears to have connected to a "bad" ip address,  in each case Resetting the hub has caused it to pick up a different IP address with normal 20ms latency

After the first problem I installed PRTG to make it easier to monitor latency and network connections

(graph above wont show until three moderate image)

I am considering if I can automate the hub reset with PRTG  so I may look at your script for inspiration

[JohnR]

The hub's web interface already has an automatic reboot feature to allows you to reset it at regular intervals (in a way, the mere presence of this feature suggests that there may be known issues with the firmware or hardware ... a modem should never need to be reset at regular intervals, and incur guaranteed downtime; it's the only modem I;ve seen this feature on)