NR5103EV2 drop outs & performance issues

[mtd7]

I have a 5G broadband contract with a NR5103EV2; the router is experiencing frequent drop outs and performance issues. Most of these issues are usually resolved by rebooting the router on a daily basis, though sometimes the drop out can last 30-45 minutes in the worst cases.

During these drop outs, the router still has a blue internet light. In the System Info of the router admin page for Cellular WAN, LTE connection never drops below full bars, and 5G connection is always at 3 bars out of 5.

I am on V1.00(ACIR.0)C0 version of firmware.

I got chat support to investigate but in the end we concurred that this was probably an issue with the router and there was nothing they could do to help me.

These performance issues are not acceptable. I'm currently job hunting and I dread the idea of having one of these drops during an interview, especially if it lasts for 30 - 40 minutes, so I am having to use my (far more reliable, but metered and slower) GiffGaff 4G phone internet connection for these.

Can anyone suggest what steps I should take next? I suppose Three will want to replace my NR5103EV2, but a quick look at this forum suggests that this product is at the heart of the issue and simply replacing like-for-like is unlikely to resolve the issues, is it?

[Vince1379]

Hi,

I am also having this problem.

i moved to three home broadband in February and the issue started within a month. Rebooting fixes the problem so I have not reported it but I am now fed up with it.

has there been any solution?

[PeteG]

Hello there.

It's disappointing to hear you're having issues with the connection there. I'm unsure what would be causing that since a reboot fixes it short term. You can check to see if there's anything going on  locally on the Service Status page. If that doesn't give you the answers though, we'd recommend reporting the issue to the Broadband Support Team so they can look into it further for you. 

Pete.

[webspore]

Unfortunate that Community Moderators don't post any solutions but just reply in private. I'm having a similar issue, except mine is at speeds of 0.7 MB per second have have been since maintenance was done last week. Luckily I don't have a contract and am planning on cancelling if things don't improve.

[Psmithson]

I had similar issues and gave up. I bought a second hand Nokia Fastmile router on eBay and that works a lot better (even though it's designed for another ISP)

[KateS]

Hey @mtd7 @Sabcamoriginal @George5610,

I'm sorry to hear you've all been experiencing issues with drop-outs on the Home Broadband routers.

I'm keen to look into this, so I've dropped you all a PM requesting some further info to allow me to investigate further.

Thanks,
Kate

[Zayn]

Hi Kate, I am having the exact same issue of signal very frequently dropping. I also just recently renewed my contract and want to leave if this continues. Can you please help? 

[JonathanB]

Hi @Zayn,

I've sent you a PM to request some info to help us look into this.

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

[George5610]

Hi Jonathan,

Is there any update on this thread? I have heard no response from Kate regarding this.

Thanks,

George 

[JonathanB]

Hi George,

Sorry for the delay, Kate popped you another PM earlier today. You should find some info on the next steps there.

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