5g Outdoor Hub intermittent

[apollo32]

From early August my 5g Outdoor Hub (Green Packet Y5-210MU) started rebooting itself- it started initially on the hour, lasting for approximately two -three seconds this issue has become more frequent in the last few weeks.My eero mesh light goes red for a few seconds then changes to white. More recently the light is white but I am not connected to the internet. Which is annoying because i can't do anything without interruptions. I find it hard to believe that I am the only one that Three Customers Service is telling me..! The Post Office scandal springs to my mind ..! Does anyone have a solution as this issue is driving me insane. Rebooted the system yesterday (10 mins) no change. Any solutions would be appreciated. Thank you 🙏🏿

[Kronos]

I am having the same problem. I thought it started whenever there was a software update and the installation was failing. It seemed that on the hour there was an attempt to install the software, it would fail (since the system still reported the update was available), the connection went down, and then a few minutes later the connection was up again. After a series of hard resets, the update eventually seemed to succeed and the connection was reliable again for a few weeks.

However, today I woke up to find the connection was down and there was no software update waiting to be installed. Also, it took a long time after a hard reset for the connection to come back up. And now it is going down and back up (on its own, ie not needing a hard reset) every few minutes.

I have logged in to 192.168.0.1 and weirdly what I'm seeing is different from MymsMan's screenshot. Under Advanced->System I can only see the entries: Maintenance, General, Ping. This means I can't experiment with turning off TR069.

[Kronos]

Just realised that I have to login as admin to see these settings. I'll turn off TR069 and see what happens.

[Kronos]

Two days after turning off TR069 and I haven't had any network disconnections. I'm not certain this has fixed the problem since I have previously gone for several weeks without a disconnection, however, it is certainly better than Wednesday morning!

[JonathanB]

Hi @apollo32,

Sorry to hear your connection has been disrupted like this. Please let us know if @MymsMan's suggestions help here. I'm also gathering some info for our Devices teams who are looking into similar issues. I'll send you a PM to ask for a bit more info.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Paul_F]

Hi Jon, any update on the issue and timelines to fix? we are seeing multiple adapter freezes daily. We cant revert to an indoor hub as we have 1 metre thick stone walls in the property and Three was selected as the only provider of 5G broadband with an external hub. Really dont want to leave, but Three need to provide us timelines to a fix, what the issue is and what is being done. Starlink's 37 quid deal for 2 years is looking pretty enticing at the moment sadly (I really want to stay with three, but you have to sort the reliability of the hardware out as a Company). 

[Mooch]

Hi Jonathan, I also have this problem with Outdoor Hub and EERO router, all was fine from April until July, now dropping connection every hour and then taking at least 4 -10 minutes to reconnect. This is really disruptive.  Unfortunately I cannot try the MymsMan fix because the label with the Admin password on the hub was covered by a sticker (which I had photographed) I did not know there was a password under it. Now the original label/sticker has been washed out by the weather and not readable. I am now waiting for an urgent fix from Three or will have to cancel and go back to copper wire solution.

[MymsMan]

Of course you are not the only one!

See https://community.three.co.uk/t5/Broadband/5G-hub-Greenpacket-Y5-210MU-dropping-wired-connection-aft...  and several other threads.

Is it actually rebooting or losing internet connection every hour!

Reset (not just reboot) hub, if that doesn't help, Try:

• log on to to hub https://192.168.0.1 using userid admin and password printed on hub label
• Navigate to Advanced->System->TR069
• Disable TR069 and Periodic Inform
• Submit, if that fails with a red message then clear 'Request user name' field and try again.  Do Not clear 'ACS user name' field
• Navigate to Advanced->System->Maintenance
• Disable Scheduled Reboot or change to a less frequent interval (days)
• Click on Scheduled Reboot

[chris3791]

This works a treat. I've been suffering from disconnections for the past 3 weeks, the customer/tech support on chat and phone have been polite but ineffective, thrice. I've had to pause my work every top of the hour, and it was embarrasing to be disconnected in the middle of zoom meetings. After googling the problem, I stumbled across this solution from the Recommendations section of a similar thread.

Many Thanks. Top Marks to @MymsMan , Try Harder to 3 support.

[apollo32]

thank you so much for your info.