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!

[Chris7]

Exact same problem on my end, started yesterday evening right through till now, about to call and complain again 🤦🏻‍♂️

[Threesux]

Hi, same issue for me in Doncaster Sth Yorks average 13.89MBPS! utter garbage. Supposed to be able to handle up to 64 devices har har not a chance. Three's answer is well ok you can cancel the contract with no fees if you like. I feel cheated and very frustrated at the amount of technical possible fixes offered up here. Christ! it's supposed to be plug and play, what happened to that? I feel like stable and strong internet access has gone nowhere in the last 20 years. Fibre broadband pah! what a joke. 

[Cjw01733]

I have same issue. Was 45Mb download and similar up now 1.5Mbs down and 44 up!  Shocking service and no support. Moved box, I'm 8m up and on window. Reset devices and still crap. Yet my 5G threw phone is getting 4 and 20 still rubbish compared to how it was a week back! What's going on with the 3 network 

[PeteG]

Hello. 

Welcome to the Three Community. 

It sounds like there might be some fault or maintenance going on in your area if you're seeing a reduction across multiple devices. I'd recommend checking the Service Checker, or speaking to the Support Team for a more definitive answer on what's happening. 

Pete.

[Lilmisschicken0]

I've been with Three home broadband for about 3 years, never had an issue...got great speeds of over 400mbps....until last week were I'm now getting a connection that is unstable at speeds 15mbps. I know it isn't my router or sim because I also have three mobile sim and the 5g connection on that has also gone down to the same speed. Three giving the same nonsense troubleshoot help. 

I've got a long length on this contract but I'm willing to get an contract with a different company and pay both because I literally can't use the service three are not providing 

[Flipper1]

I had 12 months left on both my Contracts but because they couldn’t resolve the issue they allowed me to leave without penalty. Shame because it was great speed and value for the first few months. I’ve now switched both  to Vodafone and although it’s £13 per month more for each, it has been perfect and consistently getting 500 mbs.

[Nieja221]

I used to have a stable connection of 700-850 Mbps, but last week it dropped to just 20 Mbps. I’ve tested the SIM card in different devices, so I know it’s not a router issue. I’m currently waiting for a new SIM card, though I doubt it will resolve the problem. 

[Nieja221]

Quick update: This morning, I received a message stating that my SIM card is now active, even though I haven't received it. Instantly, my old SIM card stopped working. After an hour on the helpdesk call, I was informed that there was nothing they could do. They offered to send another SIM or suggested that I visit a Three store. I went to the store and received a replacement SIM card.

Interestingly, the internet connection speed in a different town was significantly faster—around 600 Mbps—compared to the 10-20 Mbps I’m getting at my property. They mentioned that there are unplanned outages in my area, which will be resolved eventually. Lets wait and hope for the fix.... 

[Nieja221]

Update 2: The new SIM card hasn't helped. Surprisingly, my connection speed remains around 15-25 Mbps. However, when I use a VPN, I see speeds of 150 Mbps or more. This suggests that Three may be limiting my connection speed for some reason. I'll give them a few more days before I consider canceling my contract.