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?

[PaulPicks21]

This is doing my head in and a friend who recently got it too. I've tried all the suggestions but still happening. 3 must know this is a major issue. I really hope something is being done as it's unbearable! 

[MymsMan]

Have you actually fully followed the instructions for disabling the TR069 service?  It does work - I have had 32 days of uninterrupted connection.

There are some very important steps that many users try to shortcut and then claim it cant be done/doesn't work.

1. You Must login to hub using userid admin and password on hub label
2. You Must clear (or remove hyphen from) Request user name field
3. DO NOT change ACS user name field (admin)

[PaulPicks21]

Thanks bud but yep, I have disabled TR069 I followed all the steps precisely but still constantly disconnecting.

It doesn't reconnect until it's powered off and on again either. 

[MymsMan]

Would you be prepared to post a screenshot of your TR069 setting page and share a copy of your hubs system logs for the time when you disabled TR069 and when the hub disconnects.

I am no expert in interpreting the logs but would be prepared to have  a look through to see if I can spot why disabling TR069 isn't working for you.

Three are investigating a problem in the Eero software that could be causing the failure to reconnect issue.  @JonathanB may contact you for deatils of your Eero.

Connecting to the Eero app, clicking on Activity and then clock icon at top right of Activity page will show the Eero event log, searching for LED will show the times of disconnection (red) and Reconnection (white).  Eero dont provide any easy way to down load the logs 🙂

[JohnR]

I'm the original poster. The problem I posted has nothing to do with tr069. I wish people didn't conflate several different issues with the one i posted, because its now just confusing.

I've never disabled tr069. The problem I posted was solved by using an different router and a different poe injector (I already indicated that in a reply, but it's now burried by too many off topic ones)

[MymsMan]

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@JohnR wrote:

I'm the original poster. The problem I posted has nothing to do with tr069. I wish people didn't conflate several different issues with the one i posted, because its now just confusing.

I've never disabled tr069. The problem I posted was solved by using an different router and a different poe injector (I already indicated that in a reply, but it's now burried by too many off topic ones)

---

I would disagree,  the symptoms are identical  and you never did the experiment to see if disabling TR069 service would have allowed you to continue to use the Y5-210MU hub, switching to a different router merely avoids the problem and is not a choice that everyone is willing to make.

I do agree that with the multiple sub-threads it is confusing to keep track of who has said what.

[JohnR]

Symptoms are not at all the same, visible even from the title. Nothing about hourly triggers, and working fine for almost a week. If tr069 had anything to do with it then it would have been consistent and reproducible.

Even @JonathanB said in a reply that the Three engineers found the issue to be with the Eero  router, but his replies were also drowned in (practically) off topic comments. 

Not saying you're contribution is worthless, but just that you found a possible fix for a different issue, which should have had a different thread ... because now this thread is utterly confusing for those who actually experience the original issue

[JonathanB]

Yeah I'm inclined to agree here, there seems to be around 3, possibly more, cosmetically similar issues. Although the general theme is periodic losses of connection and the Outdoor Hub, there's a lot of variance, with both precise and random timings, as well as reports of both the service recovering automatically, and in others that reboots or factory resets are required.

@JohnR it may be best, assuming you're satisfied as OP that you identified a solid solution for your original issue to "Accept as Solution", either an earlier post or make a new one that summarises your findings, then we can lock this thread with the advice to either create or join another thread which best describes the issue experienced.

Community feedback can be really helpful for our teams to identify and solve issues, but when a thread attracts hundreds of responses, different issues become confused, and this can make it much more difficult to identify the real root cause of any particular issue, as well as how effective any fixes we've deployed have been. 

Thanks,
Jonathan

[JohnR]

For the past 3 weeks, after 2+ months of no issues, all of a sudden I started to have constant pauses in connectivity, with the hub dropping the LAN connection again -- 10-20 seconds of no connection, then back up again, reoccurring every half an hour, sometimes more rarely, sometimes more often. 2 weeks of high frustration.

I changed the hub mode from the default "IP passthrough" to "Routing" (and set a DMZ address for my router). Disabled Firewall, enabled all ALGs.

This resulted instantly in a stable connection.

It seems something is wrong with the IP passthrough upstream on 3's network which deals with IP assignment and routing (my Greenpacket hub has received no update or change).

Maybe this will help others as well.

p.s. For what it's worth, my router is an Asus RT-AX59U, now configured with a static IP 192.168.0.2 for the WAN, on the local network of the Greenpacket hub which is 192.168.0.1.