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.

[JohnJ]

I'm not getting anywhere with this - I'm cancelling.

[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

[JohnJ]

No idea of the firmware version of either of the hubs you've supplied (two received so far, same performance). How would I find that out?

I'm currently using my 4G TPLink hub with your sim as it's 8-10 times faster than your 5G hub.  The latest hub from you is disconnected and has been re-boxed ready to return.

No problems with 5G according to your network status checker.

Your team advised that there was likely a problem with the hub so they exchanged it for another. They didn't offer to call me back.

[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]

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.

[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.

[Webster]

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