5G hub (Greenpacket Y5-210MU) dropping wired connection after a few days every few minutes

[JohnR]

First, it seems I'm not alone: https://www.ispreview.co.uk/talk/threads/drop-out-problems-with-new-three-outdoor-hub-y5-210mu.42890...

tl;dr - I've only had the Three 5G broadband package for 1 week. I didn't alter the 5G outdoor hub  configuration, which is running firmware 130.00100.113.024. After 6 days of flawless operations with minimum 300/20 Mbps downlink/uplink, the 5G outdoor hub started closing the ethernet connection intermittently every few minutes, and the only fix (so far) is a reboot of the hub. I'm willing to help the Three engineers debug this (I have networking experience), but if it can't be properly fixed (firmware update?) or if they aren't interested, then I'll have to cancel the contract as this is a deal breaker. 

Details:

The outdoor hub (Greenpacket Y5-210MU) seems to intermittently close the ethernet connection. I've debugged this several ways: with a laptop directly connected to the hub via the PoE, via the eero, via its own web GUI (192.168.0.1).

I've only had it for 1 week. Worked fine for 6 days. Then last night I noticed intermmittent dropouts. Pinging google.com continuously revealed the dropouts last 30-60 seconds, and happen every few minutes, from 5 to 10, but especially if there is any network activity from some connected client (phone, laptop, etc).

I used several methods to discover this:

1. the web gui's advanced > system > ping (which pings directly from the hub, independently of any connected router/eero/device); this always works fine, so I know the 5G connection is working 
2. a laptop connected directly to the hub; when it happens the laptop OS reports ethernet disconnected
3. the supplied eero 6 router; when it happens, the eero's led turns red, and the eero app says "Internet Offline, Wired Connection Not connected". 
4. The syslog logs don't show anything suspect, which to me suggests a memory leak of a process running on the hub (syslog logs downloaded from web GUI > advanced > system > maintenance > syslog > download) 

I waited for almost 24h, during which it lept happening continuously, then I rebooted the Greenpacket outdoor hub and voila ... came back to normal.

From experience with modems and routers, this is a symptom of a memory leak of a process that runs on the Greenpacket hub, which builds up over time until it fills the entire memory, and then all services get affected, causing interruptions everywhere.

Are there others experiencing this?

Are there any Three employees here willing to help with this?

[AndyFSSmith]

Can you explain the steps to do this please. Think this may solve my issue as the 5G is not that great where I am and looking at the hub it’s only connecting to 4G most of the time anyway. Thanks in advance.

[AndyFSSmith]

I’m not the most technical but wondering if it’s the lease expiry that’s adding to the issue?

 

[JohnR]

It's the ethernet link that is going down, the same as if the Ethernet data cable was physically unplugged for 30 seconds then plugged back in (it's still getting power as it's using PoE, it's just cutting off data).

If there was a DHCP lease expiry from the Three DHCP server then that would not be an intermitted issue like the one I described, and it wouldn't have any bearing on the ethernet link state

[AndyFSSmith]

Fair enough - makes sense. Let’s hope @JonathanB can help with a solution. 

[JonathanB]

Hi @JohnR,

Thanks for the feedback. I've flagged this with some relevant colleagues and will let you know if we're able to determine what's happening here.

Thanks,
Jonathan

[bod]

Issue still happening and no response from three...

[sargentdel1]

Any update Jonathan?

[AndyFSSmith]

I too am having this very issue with my 3 broadband only been installed 3 days and 2 of these I’ve needed to rebook the 3 outdoor hub to get my connection back. 

[Brianboitano]

I'm having this issue as well.  Every few days I wake up in the morning and the internet is out.  Hub has to be reset.  Not good.  Any ideas?

[Willbut90]

I’m having same issue had the internet 3 days and had to reset hub about 20 times in 3 days not good at all I’ve checked everything connection wise and done outage checked and it all comes back as working as it should. This morning alone I’ve had to reset the router 5 times since 5am! It’s ridiculous…and seems three has no idea what the issue is!