Join 5G broadband last Friday and got many problems, live chat keep persuade me to move out three.

[nelnelhk]

My problem and live chat customer service reply

1. Some website can't be reached as many customer facing the same situation (technical team told me that they have no estimated time to fix it )

2. EERO modem signal indicator will turn red couple times a day, need to power off and on to connect to the Internet again  (technical team said it is the boardband coverage problem and there is no way to fix it. But I doubt what he said because when I join the plan, the three website already did the coverage check and the signal is good. Also, my internet runs quite fast 100mb/s or sometimes 30mb/s, depends on what time I am using. )

3. EERO app problem: after successfully setup my modem and router, I found that the app always show the internet is offline, but actually the internet is online and runs very fast. If I need to update the modem firmware, the app needs to show it is online, so I can't update the modem firmware. Someone on forum told me to logout the account and login again, I try this but after I logout, I found that I can't login again because the app said my mobile number or email is incorrect..  (I told the technical team this issue, it seems that this guy even don't know there is such as APP here........so, he offer no help on this)

During the conversation, he told me that I am still inside the calm down period. So, he keeps on persuade me to move out from three and choose other ISPs.....

Feel very exhausted to chat with them

It seems that they are not knowing what they are doing

[CeAr0000]

"1. Some website can't be reached as many customer facing the same situation (technical team told me that they have no estimated time to fix it )"

Hold on - this is what has been happening to me for the past week. Did they actually admit the fault? The person on the phone kept saying they had no idea what this was.

[nelnelhk]

Yes.. I have even told me many customer complain this on the three official community forum.

I even told them some customer find that it is due to the DNS issue. (from my own technical knowledge, I also think this is the cause)

I told the technical team many times..... but they seems doesn't know what happens.

Just keep on telling me to move to other boardband providers because I am still in the calm down period....

Now, using the alternate method some customers told us on the forum, I temporarily fix the issue by simply changing ARNP to three.co.uk

[nelnelhk]

Just did what you told me on point 2. Hope this works!

[MymsMan · Accepted solution]

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@nelnelhk wrote:

My problem and live chat customer service reply

1. Some website can't be reached as many customer facing the same situation (technical team told me that they have no estimated time to fix it )

2. EERO modem signal indicator will turn red couple times a day, need to power off and on to connect to the Internet again  (technical team said it is the boardband coverage problem and there is no way to fix it. But I doubt what he said because when I join the plan, the three website already did the coverage check and the signal is good. Also, my internet runs quite fast 100mb/s or sometimes 30mb/s, depends on what time I am using. )

3. EERO app problem: after successfully setup my modem and router, I found that the app always show the internet is offline, but actually the internet is online and runs very fast. If I need to update the modem firmware, the app needs to show it is online, so I can't update the modem firmware. Someone on forum told me to logout the account and login again, I try this but after I logout, I found that I can't login again because the app said my mobile number or email is incorrect..  (I told the technical team this issue, it seems that this guy even don't know there is such as APP here........so, he offer no help on this)

During the conversation, he told me that I am still inside the calm down period. So, he keeps on persuade me to move out from three and choose other ISPs.....

Feel very exhausted to chat with them

It seems that they are not knowing what they are doing

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1. You picked a bad day to join😜  !
   From other it appears changing the APN in the hub will workaround the issue an support have now found a setting you can change.
2. Frequent hub disconnections can be due to problems with the TR069 update server
   

   Try: 

   • log on to to hub https://192.168.0.1  You MUST use 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 set the 'Request user name' field  to admin and try again.  Do Not clear the  'ACS user name' field
   • Navigate to Advanced->System->Maintenance
   • Disable Scheduled Reboot or change to a less frequent interval (days)
   • Click on Scheduled Reboot to save
3.  Hopefully 2 will resolve the issue but some users have reported that internet doesn't reconnect automatically unless they reboot the hub.
   I have never needed to logout of the eero but there must be a factory reset option that would allow you to restart the setup process an reestablish logon details