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?

[Davida1992]

Hopefully it keeps working for you... Fingers crossed. Something tells me that you'll end up having to disable the TR069 options again.

[JonathanB]

Hi everyone,

We're continuing to investigate the issues mentioned on this thread. I will note that there's a few different permutations in the comments here, in terms of frequency of drops, and whether the connection recovers by itself, so it's very likely that there's more than one issue, and that these aren't necessarily connected.

In cases of hourly drops, we'd recommend a factory reset the Greenpacket Outdoor Hub. Please let me know if the issues persist after doing this.

In some cases, there could be an issue with the EERO 6 software (I appreciate that not everyone is using these). We'd like to take a closer look at this aspect, so I'll send some of you PMs to ask for info to identify your EERO device.

Thanks,
Jonathan

[Zchad5m]

Unfortunately the various suggestions with regards to disabling TR069 and disabling reboot have not fixed things for me. I get the impression the poor weather (rain) results in more frequent disconnects without the ability for the modem/router to reconnect without restarting it. I have once again reverted to locking it to 4g resulting in disappointing performance

[Miki1960]

Hi Jonathan, 
I've carried out a factory reset as requested, which has obviously reenabled the scheduled reboot and TR069.I've disabled Scheduled Reboot but left TR069 enabled in the hope that a resolution has been put in place. I've also Locked band N78 on 5G as that's giving me 814Mbps download, & 58.6Mbps upload with a 14ms Ping.
I've put the EERO back in its box and a replaced with a TP-Link Deco BE65 Pro as that continues to work with my old Deco M5 mesh system.

I did attempt to replace the PoE injector based on other comments throughout the thread but ended up with Internet not found so I'm using the out of the box PoE.
When the hub works it's great with fantastic speeds, but the hourly three minutes disconnects, that were resolved for me by disabling TR069 where the cause of shouting matches in my house and totally unacceptable. In addition the schedule reboot  failed to restart the network on the three times I allowed it to run.
Lastly in the Early_System.Log.Old there is the following worrying message:

[JohnR]

Nice catch of the kernel message. The fact that this hub is being sold as a production unit using a debug kennel says a lot about both Three and Greenpacket. What a cowboy shop ... and to make it available nationwide.

[JonathanB]

Thanks for the detailed feedback, please let me know if the disconnects return, and if they're still following the hourly pattern.

I've also flagged up the debug kernel mention. We're checking into that angle too.

Thanks,
Jonathan

[Miki1960]

Hi Jonathan, 
So far so good! TR069 is still enabled, but interestingly enabling the scheduled reboot and changing the Period to 1 did not result in a reboot over night as the Hub is still showing:

I awoke early, half expecting to find the hub offline and ran a speed test when I found it wasn't. To say I'm delighted with the 997Mbps is an understatement.

One last question, on the Engineer part of the admin menu it gives the Max DL TP:135995072bytes/s or 1087.960576 Mbps is the standard for all Cell towers?
Thanks for your help.
Kind regards,
Mike

[theMaster]

Just to add to this I'm having the exact same issues with mine now (started last Thursday) constant drop outs every hour on the hour....

Logs keep mentioning 

Mon Aug 11 21:54:25 2025 daemon.info atcid[9822]: [ATCI] 1043:readline(): ERROR:No data from USB devices

How can three be so blind to something that is clearly a problem for a lot of people, it's an absolute farce.

And don't even get me started on the completely useless script readers from the call centre of you know where!

I'll be calling them back up tomorrow to request a replacement device ASAP because this is just beyond a joke.

WE NEED A GOD DAMN RESOLVE TO THIS AND NOT TO BE FOBBED OFF CONSTANTLY!

[MymsMan]

This is probably due to the TR069 periodic inform, which can be disabled by logging on as admin and going to Advanced->System->TR069 (also clear request user name field )

This should clear the hourly disconnects, you can also disable the TR069 service to prevent other TR069 related disconnects 

[theMaster]

Where is the admin info for the login though? I've had another moan at the script readers today and they are sending me another HUB tomorrow for what it's worth (although it will probably break again like this one).