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!

[JFC]

Looking into this further, pinging other DNS servers (1.1.1.1 and 8.8.8.8) is similarly erratic when there is a problem. An example of each taken at 18:14 on 3/12/23

Minimum = 13ms, Maximum = 1365ms, Average = 647ms

Minimum = 15ms, Maximum = 1219ms, Average = 324ms

Since my last post, I activated the UPMP option mentioed above

[greyghost]

So did you find a fix for this because I’m going through the same stuff and might have a mental breakdown if I have to go through 3 live chat again. Thank you

[Anonymous]

I have cancelled the service and I'm now on vodaphone 500

I would not recommend an enemy to use Three it's so bad 

[Anonymous]

Constant issues with the service.
Last week download was 600mbps. It's now 80
Three's network status don't show any issues, their customer service is awful.
I'm now cancelling and going elsewhere.

[theSalientBook]

Hello - did you resolve this?

i have two 5g hubs runing side by side in Cumbria. They work great for a day then drop off for several days, then on  again. The bill shows they hit about 5Gb of data in one day then drop off to 1Mb. What is weird is that there are two lines, and both are in sync with the dropping on and off. It feels like tis being throttled but three say its not.

when its working, it hits 100mbs using 4G i think.

[kushla0]

Hey all

I just saw this thread because for the last two weeks I have been experiencing the same issue. My contract is one of the older contracts where my speed and usage are not supposed to be throttled including at peak times. I've noticed that the more recent contracts have this applied between 8-10pm. However, the throttling being applied is crazy. My download speed drops from an average of 250-300Mb download during the whole day, down to 10-20Mb between 8-10pm every day for the past two weeks. Prior to this I've never had this level of poor service. I've been using Three 5G broadband for a good 9 months before this with none of these issues. The only issue I experience is random disconnects to the internet but I still have excellent signal. Can someone explain why my speed is so slow, when it should not be?

I've called up three customer service so many times in the last month for issues on my service and each time I get told to move the hub, reset the hub etc. None of it resolves any of the issues. My hub looks directly at the mast that is 200m away from it.

Even a reset or reboot does not fix the terribly slow speeds during 8-10pm. I have the Zyexel NR5103E hub too but my firmware is V1.00(ACBJ.0)b14.

[AX]

Five months later and the problem continues. Never get a reliable connection and speeds are around 10Mbs upload and an abysmally poor 0.1-3Mbs download. Just waiting for contract to expire in a few months time and I can leave Three for something more reliable.  Connection speed was excellent for over a year, consistently getting 300Mbs however since May 2023 its been appalling.

[zaizai94550]

I have the same problem. At times the connection is just awful, literally nothing over 5Mbs. I can't stream anything - especially in the evening. 

I am getting their new 5G hub in couple days and hopefully this will make it better. Even loading this page right now seems impossible. Three you need to sort this out right now. 

Will let you know with the new hub.

[Brotherkennyh]

Hi,

I would like to also report the same problem.

Also fobbed off by Three support, with the usual reboot device, reseat sim, they are tweaking something their end etc etc.

Been going on for months now. I need to change providers because it's just not usable.

I used to get around 80mbps with some days going to 500+mbps. The speed drops to around 5mbps, but the biggest problem is the connection isn't stable. Rebooting the router usually helps, but it soon goes back to having issues.

My router has been in the same position for years with no problem. The cell tower is just up the road, so no problem there. Nothing changed our end at all.

[lordxenu]

I'm experiencing the exact same problem. I've had three 5G since 2019 and I was very happy getting between 300-600mbit. My equipment hasn't changed, and is in the exact same location it has always been, and now i'm seeing 30-40mbit regularly instead of the usual over 300mbit. Restarting the router does nothing. Three service status says there are no problems in my area. 

I am at this point 100% convinced that three have done something on their end, like reduce power, throttle speeds etc. But they're not admitting it and their support staff tell you to restart your router etc. I have one of the top end Huawei 5G CPE Pro 2 routers and it always used to give me excellent speeds but right now, three 5G is useless and i'm having to turn it off and use my O2 SIM card in there to give me decent speeds again. 

Are three even listening to us? There are dozens of complaints, and the same complaints on thinkbroadband and ISPReview but three aren't listening / denying everything. I have a strong 5G signal, but i'm getting 30mbit. Why? When it used to operate at hundreds of megabits. 

Three, please, for the love of god undo whatever it was you did or i'll be leaving you for O2/EE.