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!

[Smoke164]

I've got a 5G router, the network is limiting the download speeds to 100mbs, I put my phone three SIM in the router and I get 700mbs download speeds, I spoke to them 100 times but their excuse is they doing network upgrades in the area, that's nonsense, broadband SIM can't be 100mbs and your phone SIM is 700mbs

[JFC]

I have the same problem. It's basically very erratic. Sometimes when doing a speed test I'll get over 500 Mbp/s when it first starts, but the meter drops progressively as the test continues, which looks very much as though no more data is coming through at all. It's most obvious when playing time-critical games, where the thing just stops at critical moments.Some days its frequent and on others there is no problem. I have wondered if it's the DNS server not responding and have tried change the DNS server, but the router does not seem to allow it.

[Thelma]

I have EXACTLY the same issue, mine started fine and is now practically unusable...when I do a speed test, I'm consistently getting measurements of average download speeds anywhere between 2.8mbps!!! and never any higher than 45mbps......upload speeds are an absolute joke! Averaging at 0.3mbps....couldn't tell you the last time it registered even 1mbps!!!! It would be quicker to resort to carrier pigeon. No doubt 3 will have me doing factory resets and asking me to put the device on a flipping windowsill etc etc which I've done to death. 
Bearing in mind I live in Chiswick in West London, not exactly the sticks....so I can only conclude there are serious issues with the network or the device. Like you, the three app is telling me I have 'good' signal strength and connection. How can a 1GB video file, which used to take only a few minutes to send using my old broadband provider EE, now say it's going to take 3 hours, via WeTransfer????!!!!!!! ...working from home has become impossible...literally overnight.

[nunyabiz]

Same issues.

Had my Three 5G Home Broadband for 12 months and it was excellent. But now for the last month speeds have been awful.

No change to router or SIM or location etc.

And just the same scripted nonsense replies from customer service.

[Cadams]

I am having exactly the same situation, for a week my 5g speeds slowing down, also completely gone for the night around 1am-6am. 

[Anonymous]

Now with Vodafone and it's good to have a solid connection. Just hope vodaphone and Three don't merge 🙏

5g hub returned. Waiting for the final bill. 

[EllisGCampbell]

Do you recommend the Vodafone broadband? I got the three broadband 2 days ago and it isn’t what was sold to me. When playing my xbox it just lags and can’t play a full game without experiencing lag. Expected better to be honest.

[JonathanB]

Hey @EllisGCampbell,

I'm really sorry to hear that the service is letting you down. All of our Broadband deals have a 30 day return period, and we do have checks in place to avoid setting up new connections in congested areas.

If you have a check on our Network Status Checker this may establish if it's a temporary issue. And customer services should be able to check into this further for you.

For best results when gaming it's best to use a wired connection, and you may find that switching on UPNP in the router settings helps here too.

I hope you see an improvement to the connection soon.

Thanks,
Jonathan

[JFC]

I'm directly connect to the router with an ethernet cable. That facilitates the very high data rates that I see on a speed test, but it doesn't stop it from being extremely erratic.

[JFC]

It just occurred to me to try manually pinging the DNS server from the command prompt. This confirms that some of the response times are really bad.Pinging the primary server, 188.31.250.128, several times, I got quite a few responses that were over 1 second...

Minimum = 20ms, Maximum = 464ms, Average = 156ms

Minimum = 1032ms, Maximum = 1347ms, Average = 1208ms

Minimum = 26ms, Maximum = 906ms, Average = 354ms

Minimum = 20ms, Maximum = 202ms, Average = 101ms

Minimum = 9ms, Maximum = 1037ms, Average = 274ms