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!

[Bobbert0913]

Do not get a three 5G router or sim deal. Stuck with the worst most unreliable connection ever for another 18 months. Moan and get deflected and nothing gets better. The 5G router drops out all the time but 5G at home on my phone is fine so why?? Crap company to deal with 

[Noodles]

I can barely stream a TV show and scroll on my phone at the same time without something freezing. The hub has been on every available surface in the house and only ever manages to achieve poor to fair signal. Luckily, my contract is up in August and I won't be renewing. 

[BeCooL]

my first dongle  was 3g before and I was getting 6Mbps. Second was with EE 4g and I was getting 70 - 87mbps. Just moved to three recently. I have new 5g wifi. I am getting 660kbps to 2.2mbps. Well I have 10 days to cancel my contract. So it is not worth it at all. 

[Davesonic]

My 5G hub is totally awful too. Keeps freezing the wifi. Download pings are crap. Three need to sort it out. Have positioned the hub in multiple areas, but to no avail.

[Plantman]

Mines dreadful lately.. this new hub was meant to be better than the Huawei one, but it's far worse. Mine started with speeds of 300 to 450 now I'm lucky to get 120 and that's so unstable, I've also noticed the router always disconnects from my lg TV 

[Chris7]

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

[23895]

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.