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?

[MymsMan]

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@JohnR wrote:

Here is video evidence that TR069 can't be disabled (at least not by clearing the acs username as you claim): hxxps://imgur.com/a/Ni1qNT0 (replace hxxps with https)

Do you have video evidence that it stays disabled after a refresh?

EDIT: Wait! I could disable it by NOT clearing the "ACS User name" field (if that's what you meant then my bad).

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I don't think I have ever suggested clearing the ACS User Name, if I have in which post so I can correct it

The Request User Name field needs to be cleared because, in at least some cases, it is initialzed with a value that is rejected as invalid  on subsequent TR069 update requests

[sargentdel1]

Didn’t work for me. I’ve had two drops, and didn’t come back at all. Reverted back to LTE only for now. 
Come on three @JonathanB this is ridiculous. 

[MymsMan]

The not automatically reconnecting is very worrying and I wonder what is diffferent about your environment.    Touch wood, mine always reconnects and a short outage when you are not actually using internet is not really a problem,  more of a problem if SWMBO is watching a streaming video at the time!

[JohnR]

I had already done both of those 3-4 days ago when you first posted the trick about clearing the user name to disable tr069, then yesterday I had another link drop. It came back by itself this time.

My guess is the same as I posted in my original post: a memory leak.

[sargentdel1]

I can’t seem to find this on mine. Any suggestions? 

 

[MymsMan]

You must use the "admin" userid, password on hub label, to see the TR069 settings

[MiloJones]

Same issue here. Router randomly drops connection to 5g and the only resolution is to reboot the router. 

Ended up using another 5g router as the greenpacket hub isn’t reliable enough as I work from home. Hoping Three will fix now as there seems to be a lot of customers having the issue. Surely all they need to do is get one of the routers showing the problem. Happy to send mine back as it’s useless to me.

[Brianboitano]

Gave up on this is the end and replaced the router -  no more issues.  Now no reason to stay with Three when my contract expires.  Happy days.

[MymsMan]

@Brianboitano 

Getting a bit confused - you have posted two different solutions, a minute apart, as having fixed your problems

Using a smart switch to reboot the router and replacing the router.

By router I assume you mean the Y5 external hub rather than the internal Eero router

Which model of router has solved your problems?  Internal or External?

There are at least two different issues for Three to solve

1. What causes the loss of connection?
2. Why, for some customers, does the hub fail to automatically reconnect until rebooted?

[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.