5G hub, v poor performance

[JohnJ]

I ordered a 5G hub (NR5103E) which arrived last week. I'm in a good 5G signal area for Three - the mast is a couple of hundred metres away. Typical download speed is 5mbps - pretty damned slow! The hub won't connect to 5G

I put the supplied SIM in my own TPLink hub (4g only) and I get reliable download speeds of 35-45mbps.

Three sent me a replacement 5G hub which arrived today. This one does connect to 5G, but download speeds are no better.

It's a pain trying to talk to Three on the phone, I was on for an hour yesterday, trying to explain the problem.

Has anyone else had this problem?

My thoughts now are that I just cancel the contract and buy a PAYG SIM to use in my TPLink hub.

[ajwid01]

I had terrible problems over 9x months with Three.  I gave up.
Been away on holiday. Received the bag to return the kit. Can't do it fast enough.

When the 5G connects, it is awesome. The connection is just VERY flakey.
You might have strong signal (I did... 90/100 points score on their strength indicator, compared to 75 for 4G).
Wouldn't connect to 5G - always seemed to prefer 4G (and only gave 5-6 MB/s, or <1 MB/s peak times).

In the end Three admitted they could only support 100 connections on 5G in my locale, and that's why I would get randomly bumped to 4G.  BUT - 4G was allegedly over-subscribed too... hence the dire throughput.

I never tried the SIM in alternative infrastructure.   I am with EE on 5G now, and far 2x weeks it has been plain sailing. NEVER had that with Three. Pig of a service from the get-go.

[JohnJ]

That's interesting - thanks!

I'll try to get an EE sim to see how that works, I'm seriously disappointed with Three and it's after-sales service, I expected better.

[StephR]

Hi @JohnJ, thanks for joining us here at Three Community.

This sounds like a super frustrating issue, I'm so sorry you've been left feeling so let down. We'll do our best to offer some advice.

Can you please confirm the firmware version of your Hub? 
Are there any active issues reported on our network status checker for your postcode?
When you spoke to the team on the phone, what did they advise? Are they scheduled to get back in touch with you?

Let us know and we'll figure out the next best steps for you.

StephR

[Webster]

We’ve had this since the 11th November so internet is intermittent, are you able to confirm a rough date for completion  

[JohnJ]

Still awaiting a response from my reply (below).

[StephR]

Sorry things are still proving painful, JohnJ. I've sent you a PM with some further steps to move things forward.

StephR

[JohnJ]

I'm now online with a Three PAYG SIM in my own hub, I'll keep that until I find a better service.

Any idea when I'll received the stuff necessary for returning the 5G hub and SIM cards to you?

[PeteG]

Hi, John.

The returns packaging is normally with you in 5 working days from when it was ordered, but might have been delayed if the delivery window was during the recent strikes at Royal Mail. If you're still waiting on the packaging and that time has passed, I'd recommend getting back in touch in order to get replacement packaging sent out.

Pete.

[JohnJ]

No PM received.

However I *have* received a replacement SIM that I didn't order - I was expecting returns packaging / label as I cancelled last week.

I tried the new SIM, the hub reports 'No or invalid SIM card is connected'.

I'll put the SIM in with the Hub and it will go back to you when your returns stuff arrives.