Drop out problems with new Three outdoor hub Y5-210MU

[Kylep]

I'm really hoping someone can help me. I have recently signed up for Three 5g home broadband. Initially had an indoor router but switched the the outdoor hub green packet Y5-210MU. I'm experiencing great speeds, but what seems to be a common issue of the connection dropping out once every 24 hours or so. It requires a reset at power supply to correct this, so not ideal! Device still has 4g or 5g light on, but is not connected really until reset.

After some research, I found people suggesting the connected router should have 5g wifi disabled to allow the modem to work properly. I cannot think why on earth this would be the case, but I tried it anyway. At the same time I did a factory reset and thought I fixed the issue. I had no drop outs for 48 hours. However this morning it happened again...

I have also seen suggestions that this is a firmware issue with Three, but I would imagine there is a way to fix this in the device settings. If anyone can help I would really appreciate it. I don't want to switch back to the indoor hub as the speeds are not as good. Even if someone can shed some light on what precisely causes this so I can predict the drop outs it would be great... the drop outs SEEM to only happen at night, so i am even happy to reset the device using a timer at say 3am every night if that solves the issue as a workaround (I'm on a house boat and powering the device direct from 24V so easy enough to wire in a timer.

[Paul_F]

TR069 not an option within my current Firmware version. Schedule reboot already disabled. Thanks for the attempted fix though. 

[MymsMan]

What Firmware are you using?  I am using 130.00100.113.024

You must use the ADMIN userid when logging in to see the TR069 options

[Paul_F]

Just seen the note you have added about the label. Ill be getting the ally ladders out again then! 

[Paul_F]

***DELETED*** due to being male and not able to read clear instructions offered by helpful other community members sorry! 

[NateGB]

I am curious as to why everyone else is dropping out every 24 hours when mine is every hour on the dot. Anybody found a fix or temp solution to the problem?

[JonathanB]

Hi everyone,

We've noticed a few similar topics on the Community and are looking to establish if they're connected, and how we can best solve any underlying issues. If you're currently experiencing these drop outs can you let us know:

• When there’s an outage, is the outdoor unit powered on? There should be blue LEDs lit on the side of the device.
• When there’s an outage, what colour is the light on the Eero?
• Is the device kept outdoors or indoors?
• And finally, can you start a log of the times when you're experiencing the outages.

I'll look for similar topics on the Community and pop a similar post on them too, then follow up to gather some more info that we'll confirm over PM.

Thanks,
Jonathan

[lukewest]

As many people here have said, we love the product when it works, but it is flaky. 

My set up is simple, the 5G modem is in my loft. It is as follows:

5G modem > the PoE injector (because the run is too long for a 5m single cable) > MikroTik Access point.

I reset the device then:

1. set a user password
2. reset the admin password
3. changed network from "IP pass through" to "routing" (I want the firewall in the modem, and I don't mind double NATing.)
4. I left the TR069 as running every 3600 seconds, the username has a "-" in ite.g. 1234AB-Y5SGS123456 which the javascript doesn't like if you try to change it!
5. I like my devices to be up to date so I’m leaving it for the moment. 

I don't use the Eero as it is duplicating the MikroTik (which also has a PoE port)

I use use my Home Assistant (HA) installation to monitor a ping to google. If this drops HA can reboot the router. I run the automation every 3 minutes and it reports when it is connected through a whatsapp channel to me. 

Any problems I have have had which resulted in the 5G modem getting stuck I don't know the lights as my script restarts the device. 

I’m also getting the signal strength for 5g which I’m graphing (sample below). Any 0 strength readings are handled by the script restarting the 5G modem. 

[Paul_F]

Thanks for the positive engagement JonathanB. Currently inside my 30 day trial period for 5G and really want to stay with Three as the connection when it works rivals Starlink. 

However, we as a family are encountering very regular network disconnection events, typically 5-6 per day. They are randomised and not linked to a specific event. Unfortunately, when the drop out occurs, there is no backup to slower 4G as you would expect - the gateway indicates network signal but the unit is not providing any connectivity. Sadly as the device is "stuck" it doesnt reset itself. Instead, we are having to pull out the POE connection to the POE Injector to power off reset the device. Please provide feedback, as this is causing significant issue. We are heavy users due to work and would be looking to obtain a second 5G contract with Three, IF you can address the stability issues. 

Also, is there any way Three can provide a longer ethernet cable to the one provided with the outdoor Gateway? The current length is insufficient to our network routing area from outside, with the cable RJ45 looking fairly proprietary to the device. A purchase option of 10 metre and 15 metres would provide greater installation flexibility whilst maintaining well within current POE and CAT5E length restrictions. 

[Benshorer]

2 weeks of drops - at least 3 per day.  Last night had 5 hours off overnight and router clearly couldn't a: restart itself and b: swap to backup Internet from a hotspot. East Sussex, England. 

[JonathanB]

Hi @Benshorer,

Sorry to hear you've also been experiencing issues with you connection. Does our Network Status Checker show we're working on any issues in the area?

Are you able to confirm the other info I've asked above?

Thanks,
Jonathan