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]

The Admin password is printed on the label of the hub itself

Luckily I took a snap of it before mounting it above the roof!

[theMaster]

YEah i've got it and changed those settings so will wait and see what happens.

I can't believe three aren't doing anything about this though. it's an absolute disgrace.

They can't deny the problem after all the complaints on here but speaking to their support on the phone is like trying to push water uphill.

[MymsMan]

Are you still seeing disconects after disabling Auto reboot and TR069 service?

I am up to 9.5 days with no loss of network so AFAIK I have succesfuly worked around the hub disconnect problems

[JohnR]

I had 47+ days uptime as I showed in an earlier reply, and I hadn't disabled any tr069 settings, so tr069 is not the culprit for the problem I reported (not saying it hurts to disable it).

That said, since I started this thread I noticed some folks conflate different issues in here. Oh well

[MymsMan]

Is that 47 days of hub uptime or 47 day of WAN connectivity time?

I am not not claiming that every time TR069 runs it causes the internet to drop but when the internet connection has dropped and I have been able to check the logs TR069 has just run prior to the disconnection, or the the disconnection has been on the hour when the periodic inform runs. I haven't suffered the every hour disconnections that some have complained of, nor have I suffered the failure to reconnect issues.

I now auto save the logs every 3-hours so will be able to check out any future loss of connection events.

[JohnR]

I described the uptime in detail in my earlier reply a couple of days ago where I also said I could finally disable tr069 (these forums don't make it easy to locate it). 47 days hub uptime, with only one 5g drop that recovered itself

[theMaster]

I managed to disable the Tr069 yesterday and for it to actually save in the settings properly.

However, i'm still seeing a plethora of offlines in my EERO activity log. I would go as far to say that it's almost worse than before.

I can see that three sent an SMS to the routers sim card today at 08:32
I expect this is an attempt by them to get it to turn on TR069 again.

Either way I'm still not seeing any resolve on this and no sense of urgency from anyone at three.

I have had an article about this published on thinkbroadband.com and will continue to spread the word to the press as best I can until I actually get some kind of meaningful resolve. If anyone else would like to share their pain over this nightmare I have a contact who would be more than interested in hearing your story.

[theMaster]

It doesn't make any difference for me whatever I change in the TR069 settings it doesn't save them.

Even if it looks like it says the settings have been saved it still doesn't work.

What did you change exactly in there and how?

[MymsMan]

The key is to leave the ACS User Name alone (admin) but to clear the Request User Name that, by default, contains invalid characters.   You should then be able to disable the TR069 Periodic Inform and TR069 service.

 

If that still fails download the Hub logs and search in the APLog folder for "set.tr069config" and look for any error messages shortly after that log record

[MiloJones]

Mines been up for 24hrs so far after changing the above. Will let you know how it goes later on in the week.