APN issue drops constantly 5G hub

[SimonG]

Hi,

I noticed that the three.co.uk APN causes connection drops at least once a day when I use 5G home broadband. Why is that? Anyone experiencing the same issue? I use it because it grants higher datarates.

[PeteG]

Hello, Simon. 

The three.co.uk APN is made for mobile phones. It provides a connection that doesn't have the same feature set as a normal home broadband connection. 

For 5G home broadband, there is the 3internet APN. This is set up for providing a full internet experience that supports things like port forwarding, and public IP addressing. 

Pete. 

[SimonG]

Hi Pete,

The signal even if excellent for 3internet provider is capped to120mbps with low jitter and ping, with the three.co.uk gets to 400mbps but ping and jitter are far higher which makes it not good for low latenc application. On the contract it is written that the average of the broadband should be 150mbps, I don't get to that even if the signal is excellent using 3internet. Why? This sounds to me a violation of the contract. I monitor the signal daily.

Thanks,

S

[PeteG]

As far as I know, the speed shouldn't be impacted by the APN that's active. Could you test the connection on the Three.co.uk APN and then switch over to 3internet and test again right after to see if you can reproduce the results? 

Pete.

[SimonG]

Hi Pete,

Hi have been doing this for days using Ookla and various server and the results are consistent. Environment: excellent signal from Three and line of sight devices in my house with my modem. With 3internet signal gets 120mbps top, when I switch to three.co.uk APN is between 320-340 mbps. This happens with or without reboot of the device. I can post screenshot of this but in this chat is not possible. I didn't manage to talk with technician because there is no available when I call the customer service. Also the best suggestion they gave me ia to reset the modem which clearly doesn't work. Could someone provide a technical and honest explanation for the issue?

Thanks,

S

[PeteG · Accepted solution]

Thanks for confirming. I'll feed this back internally in case something's been missed that could be causing that. 

Pete.

[lamian333]

will this be resolved anytime soon 

[SimonG]

Hi Pete,

Any update? Is any technician looking at that or I will need to continue to call the customer service? Resetting the modem doesn't work nd is the only thing they suggest.

[456]

I also want to know what is going on here.

[SimonG]

I think they over sold the service: they allowed a lot of people to subscribe and then the line drops and the rates are not as expected even with excellent signal like in my case because simply the infrastructure is not there yet. They would have avoided all these issues and negative comments if the management would have allowed a limited number of ppl to subscribe to the service according to the capability of the area.