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?

[Brianboitano]

Guess not.  What other modem/router would people recommend?  Can't be living with this level of service.

[JohnR]

There is the ZTE MC7010

[cadmaster]

I was seriously considering replacing my fibre broadband with the 5G Outdoor Hub but reading this and various posts on similar and other issues I don't think it is worth the risk unless Three are going to upgrade/replace the equipment or firmware - is there any prospect of this in the near future?

[MymsMan]

From reading the forums it might appear there is nothing but problems with this hub but, touch wood, I am a very happy user.

Initially I was worried whether I would get any signal in my location but with the hub mounted on an aerial pole I get a median download speed of 300Mbps with a maximum of 750Mbps on occasion.

Three give you a thirty day return period so I think it is worth trying it out for yourself.

[sargentdel1]

Even more impacted customers, yet three still can’t be bothered to reply…

[philoez]

Same issue here. Router disconnects every couple of hours and needs a reboot to reconnect. Any update on this? @JonathanB @JohnR ? If the situation doesn't improve I will switch to a different provider, as this is getting way too frustrating 

[Willbut90]

Same here!! I can be on the WiFi then all of a sudden erro router will go red then that’s it! Have to always hard reset by unplugging both units as nothing else works! Then Woke up this morning 5am to it red went on app said no internet connection for 2 hours 25mins! And again had to hard reset! It’s happend another 5 times since then today and again each time had to hard reset (unplug both units) can’t have this every few hours or so everyday it’s ridiculous and there a definite problem with these units as it’s affecting a lot of customers it seems!! Bring back the old MIFI boxes they where amazing!!!!

[philoez]

Same issue here. Router randomly disconnecting during the day (every two hours or so) and needs rebooting everytime to  reconnect. Any updates on this? @JonathanB @JohnR  It is getting very frustrating and might have to return the device and switch to a different provider.

[RichGee]

Same issue here, Installed mine last Thursday and it's been flawless. Got home today at 5pm and it's gone down twice, needing the 5G hub rebooted to fix.

Really disappointed as I've been getting great upload and download speeds, looks like I'm going to have to cancel and stick with Virgin Media.

[RichGee]

I've decided to return mine, the last few days have been terrible and had to reboot the hub 2-3 times daily.