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?

[MiloJones]

It’s been 3 days now, so looking quite positive. Before it would disconnect every 12 hours or so. 

[MiloJones]

1 week and still running fine. I think MymsMan has found the fix!

[Miki1960]

Full credit to MymsMan. Turning off TR069 and scheduled reboots stabilised my network.
However, I did take the leap of faith and followed JonathanB's advice to carry out a factory reset and despite this reenabling TR069 and scheduled reboots (which I left untouched) I've had no network outages since.
Have Three modified the Software Version 130.00100.113.024 without incrementing the number? As this was not the first factory reset I carried out prior to the resolution there is a strong smell of fish.

[MymsMan]

I cannot take all the credit - neither idea, was mine, I only worked out what was preventing updating TR069 settings for some people (including me)

TR0609 is a means for remotely updating customer equipment and it is possible that Three have worked out what they were doing wrong with their TR069 pushed changes and they no longer cause excessive WAN disconnections.

Have proved to myself that hub is capable for running for running over two weeks  without disconnection without TR069 I may re-enable it to see if anything has changed!

[MymsMan]

I did reenable TR069 and Periodic inform last week without Resetting first and now, a week later, I still have not had an WAN reconnection 😀  - 22days 22hours 48mins

However others are continuining to experience this problem 😞   I have responded to 4-5 posts this week and so called customer support is continuing to deny that it is known problem

Those are the only ones who actually post! -  who knows how many others are cancelling in disgust

[Miki1960]

I carried out the factory reset and apart from locking my N78 band did nothing else. TR069 and scheduled reboot was re-enabled and left alone and I've had no further issues. 

As a point of interest, I tried to force a scheduled reboot by changing the period to 1, but according to the uptime no reboot took place?

[MiloJones]

Yeah I couldn’t get the schedule reboot to work either. I was only enabling it to make the router stable so hopefully that’s not an issue now.

[Brianboitano]

Looks like there is no support from Three on this.

I have given up and swapped out the useless Greenpacket router.  No reason to stay with Three anymore I guess.  Won't be renewing - lack of support here is a bit of a joke tbh.

[Zchad5m]

Is there any further update to this matter. Id hope that by the posts from a broad range of users it can be accepted that this is a real issue withe the Greenpacket Y5-210MU being the culprit and a firmware update likely being required to resolve the issue. Given the locked down nature of the unit im guessing three has some custom version of the firmware. Is the main branch of the firmware for the device on a more recent update? Is there any intention to push a firmware update and if so what is the rough time line?

[MymsMan]

I have managed, touch wood,  to eliminate hub generated disconnections by logging on to the hub as admin and

• Disabling Scheduled Reboot (Advanced->System->Maintenance)
• Disabling TR069 Periodic Inform (Advanced->System->TR069, also clear 'Request User Name' field)

So far 3 days without a disconnect - will continue to monitor