5g Hub started great - now very slow speeds + unreliable connection

[joespa89]

I got a three 5G hub last month after making the switch from regular broadband. Speeds and reliability were great, anywhere between 150-300mbs dl, and no drops. 

Until today when I noticed that my work VPN kept dropping (I WFH). Now I can barely get a stable connection, despite the app saying I have 5/5 strength signal, and nothing changed in terms of setup. I phoned support twice who assured me that them resetting it from their side would fix things, as well as cleaning the sim. I was skeptical given I work in IT, but I gave it a go. No joy, and if anything the performance has got worse. I don't want to phone again to be told to do a factory reset again. Has anyone had any similar issues, and any luck improving the situation? 

I can't even complete a download speed test due to the connection dropping, and a ping test seems to show a fail every 25/30 or so packets. My download speed test on the PS5 has went from 150+mbs to 14.5 mbs. 

I really would like to fix this as I can't get fibre and it was working so well initially, but I might be forced to cancel my contract sooner rather thn later if it doesn't improve quickly.  There just seems no explanation for it. Hub model is NR5103E and firmware version is 1.00(ACBJ.0)b12. 

Thanks in advance for any suggestions or help. I really don't want to phone support again to be told to factory reset!

[joespa89]

Hi there, 

Thanks for your suggestions - I live in a flat so no upstairs or downstairs. The Hub is currently in a windowsil, with 5/5 strength - like I say it was performing brilliantly there up until yesterday. The app still shows strong signal strength, despite me running diagnostics separately to see the connection dropping with a ping check. 

What happens with the router SIM in a phone, inside and outside? - Tried the sim in my phone, and it works fine. Which makes me believe it might be a hardware issue. However, using the phone as a hotspot does result in the same performance connection wise, which makes me think there is a wider issue with Three in my area (despite the website saying there isn't.). 

Preferred access technology - No I haven't tried this. Can you advise of steps? I'm not sure I want to be relying on 4g for my home wifi however.. 

Drop in speeds during the day / improve at night - No, the performance has been consistently bad throughout day and night since yesterday.

[Kokomo]

It's Three. There's always issues and the company policy is to palm you off with hope and lame excuses for months and months until either it fixes itself or you finally do what you should have done on day one, and canceled them as product not fit for purpose.

[techbloke]

Make sure the hub is as high as possible and near a window as you want as clear a line of sight as possible between it and the serving cell.

It may also be a session issue, unplug router from power for two minutes then plug it back in.

[joespa89]

Hi, it's literally on a windowsill, and the position hasn't changed since it was working really well. 

I've tried unplugging and leaving for a period of time, not to mention numerous factory resets. 

[Cherenjeet]

Use three's network status checker to see if there is any ongoing maintenance in your area

[Anonymous]

Waste of time. It's not maintained 

[joespa89]

Hi, 

I've done this, no reported maintenance or outages.

[JonathanB]

Hi @joespa89,

Thanks for confirming this, do you use Three for your mobile too, or have an unlocked 5G phone? It may help to test if either a Three phone SIM, or by testing your router SIM in a mobile whether this seems to be a drop in speeds for the local network overall, or just with your router?

JonathanB