5G ZTE MC801A router dropping connection 4-5 times a day

[GIWEBB]

I got this 5G router back at the end of November 2022 on a 1 month rolling contract and from day one it drops the connection 4-5 times a day when i'm working, on all devices, and I have to browse to the router web page, disconnect and then reconnect to get it going again.  With working from home this is a constant nuisance as you can be mid-call with someone.  Reported the issue in December and was told to reset router, made no difference, left it as I was off work over Christmas and it was no big deal, I could reset it from my phone when netflix went down on the TV.  Rang support again there today and they said it sounds like a faulty router, but since I am on a rolling contract they can't send me a new one, is this correct, seems bizarre?  Also, any support pages here don;t list this router, all huawai routers.

[thegoodguy]

Hi,

I'm hoping this may help someone.

I just signed up for Three home broadband. I'm still within my cooling-off period.

Right from the start I was having a problem with the router dropping out. As much as they tried, phone support weren't much help. I have solved the problem myself ... at least for me.

I have a slightly unusual setup. in that I don't use the router wifi. I connect the router via ethernet cable to a powerline device equipped with wifi. I do this because I have several "smart" devices that connect to the network through wifi, and this way it doesn't matter if I change ISP or router, I don't have go through the hassle of reconnected all my devices to a new wifi network.

The time that the router would have a nervous breakdown was when I ran a speed test. The router HATED being pushed to the connection-speed limit (230-315). Without fail, whenever I performed a speed test, the router would throw a strop. I thought "let me lessen its load. I'll switch the wifi off". You can only do this through the wifi schedule because there is no wifi "switch". As soon as the wifi was switched off my connection was solid (apart from very occasion dropouts for a few seconds - I have a tiny little script running to log dropouts). As I said I am still in my cooling-off period so I can't say it's been brilliant for ages, but it is now stable.

Obviously the above is not possible if you need the router wifi.

Hope this helps.

[Jempomidory]

Hi, I am having exact same problem. From my research, there is a conflict between B12 software and Intel chip-based wi-fi adaptors. If you have your 4G channels in automatic while being on 11-12-13 channels may cause drops. I set that to channel one and have had 0 drops for about a week and then the same problems started occurring. I rang Three just to be told that they have super offers for me and wanted to transfer me to the sales department. After I was fuming that they don't understand what is the problem they said I have to pay around £260 to cancel my contract (!) Don't know who am I supposed to contact so they can solve the services that I pay for.

[JonathanB]

Hi @GIWEBB,

I'm sorry to hear that you're experiencing this issue.

We definitely can arrange hardware exchanges for 5G broadband customers on rolling contracts. As mentioned by @crypt0ninja and @Gagandeep we're looking into an issue which may be with the firmware rather than hardware though.

Everything you're describing seems to match so I think it's almost certainly the same issue: 5G Broadband dropouts 

We're still investigating what specifically is causing this to happen for some customers and not others, but I'll update the community as soon as we have any news or further advice.

Thanks,
JonathanB

[tlm000]

Having gone through the customer service/technical support/complaints doom loop for months I’m so glad I stumbled across this threat and simultaneously infuriated I wasn’t told this. Likewise my connection drops at random intervals throughout the day and the only way to reconnect is through the web/mobile router UI. Complaints offered to cancel my contract at no cost but a new router was never an option. I was told the 5G/4G signal is poor in my area, which is nonsense as I regularly have full signal and achieve 350 mbs download. What can I do to organise a replacement router for my ZTE model?

[tlm000]

@JonathanB 

[JonathanB]

Hi @tlm000,

Sorry if this caused any misunderstanding.

By our processes router exchanges are like for like, i.e a ZTE MC801a would be replaced with another ZTE MC801a, so I'm not sure if that would help here, we're investigating whether there's a general issue with firmware, or perhaps with the ZTE connecting to certain masts, or some other factor, based on a number of community users reporting a similar experience.

I'm sorry that this has been going on for so long, we'll update the community as soon as we have further advice or a solution.

JonathanB

[stevekn]

i am getting the same problems sith a new zte modem.

hours with non customer support put down regular internet drops to mast work !!! ( the 5G signal is fine)

now i know a modem restart fixes the “fault” with the modems firmwar e (B15 here)

please educate support and FIX the problem !!! 

[Gagandeep]

Hi JonathanB

There are in excess of 15 pages of forum posts about this same problem in various threads from lots of affected users.

Can we PLEASE get some form of update. Surely the solution is to replace the ZTE routers with Zyxel ones?!

Whilst I appreciate your input, If you are unable to help, please direct us to an individual or team where a formal grievance can be raised in writing. 

[GIWEBB]

Disappointed that I was told otherwise on the helpline and they made me cancel my current contract and have told me to start a new contract closer to the end of the 30 days notice and order the different router, stuck with this issue for another month.

[crypt0ninja]

Yeah I agree that frontline call centre staff are not very clued up on these technical issues from what I've experienced and heard from others.

Its been a much better experience getting issues resolved on this forum.

Hopefully the mods here can provide some internal feedback to try and improve the misinformation coming from the frontline call centre staff (which seems to happen more often than not) when it comes to these technical broadband issues.