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?

[Brianboitano]

I gave up on trying to fix this and set up a smart plug to restart the router 5 minutes after the time it is dropping the ethernet connection every day.  Whilst this has clearly not resolved the issue it has at least made the service usable again.  Bit of a joke the complete absence of support from Three.  Jonathan has been helpful with issues in the past so hopefully the can keep pursuing this but it is clearly NOT an isolated incident.

[Timmion]

This is an issue I am now also struggling with and the pattern of behaviour is exactly as others have mentioned before. Internet has become so unstable can't make video calls or game properly anymore.

[ricdacruz]

I am also experiencing a daily connection failures of the Greenpacket router since receiving it last week.and  need to physically restart the device to restore the connection.     It's really crippling as it stops me from remotely connecting to my home devices.

I currently also have my older Zyxel 5103E router in use which keeps a stable connection to the same celltower.  This most certainly points to an issue with the GreenPacket Y5-210MU router.

Compared to my Zyxel Router  the Greenpacket does provide better speeds but unfortunately I think I will need to return it before the cooling off period expires. 

Three really need to stop rollout of this device until they fix the issue otherwise it will destroy their reputation

[sargentdel1]

@JonathanB @PeteG …

[JonathanB]

Hi @sargentdel1,

I've chased this up and the team haven't seen similar issues on our test devices, so it seems like it's not a universal issue. I'll chase this up further though.

How often would you say the issues are recurring?

Thanks,
Jonathan

[Zchad5m]

Been following the thread for a while. Hoping to see an actual fix being posted. Very frustrating to hear it’s not felt to be a wide spread issue.

I’m Having the exact same issues as described in numerous posts above and on separate threads. I’ve had to lock to 4g to prevent ongoing drop outs. When I enable 5g numerous drop outs throughout the day with increasing frequency until I do a factory reset which might give me 12 hours without the need for a reset. 5g outdoor hub really isn’t for for purpose. I don’t have the patience’s to be told to take the SIM card out and reset it again by the phone support Team.

[LiamClarke]

How did you lock it to 4G?

[MymsMan]

I have not needed to attempt to do it myself but if you log into the hub as admin there is  a Lock Band option available under Advanced->Network

Also look at disabling the scheduled auto reboot on Advenced-System->Maintainance menu

[sargentdel1]

If 5G is on, every 2/4 hours. 
I’ve had to disable 5G for it to be stable which defeats the purpose of a 5G router/contract. 

[JonathanB]

Thanks @sargentdel1, can you (and anyone else currently experiencing this) let me 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