NR510E Zyxel cutting out

[Matt56]

Hi,

So after 90 mins 'chatting' to Three I got cut off! Charming!

My problem is I have NR5103E 5g router which used to give me 500mbs plus speeds. Suddenly the last three months or so I am getting 8mbs with it cutting out three to four times a day. I then I have to reboot. Rinse and repeat.

My chat with Three sort of got to the point where they will send me a new SIM (doubt that will do anything) and I asked for a new router. They said no as I didn't buy it from them. To which I said charge me then! I then got disconnected for some reason, 1 min timeout not obeyed probably. How can you spend 90 mins on a chat with these guys and get nowhere, always asking the same security questions within the same chat.

My mate along the road has exactly the same set up and gets a consistent 600mbs. Seriously, thinking of ditching Three. I have Virgin and only need Three as a back up. Can anyone advise before I cancel?

Thanks

Matt

[coffeedrinker12]

I had the exact same problem - 100% convinced that the NR510E Zyxel has been discontinued/is no longer supported. The new sim will do nothing. Get back on support and escalate until someone agrees to give you a new router - Three are obliged to replace a router if it is faulty (which is definitely the case). I got a new router, and the service went back to normal straightaway. 

[Matt56]

Thanks for your reply. They wont send me a new router as I didn't buy it from them. I bought it outright from somewhere over a year ago so not even in guarantee. I'm inclined to agree that the router is rubbish but my mate round the corner has the same one and it's fine.

[KateS]

Hey @Matt56,

I'm sorry to hear you've noticed a deterioration in speeds recently.

Have you checked out our Network Status Checker? Are there any reported issues or work going on in the area, at all?

Please let me know if there is any improvement once you've received the replacement SIM card.

Thanks,
Kate

[Matt56]

The deterioration has been slow over many months. No reported issues on the checker. I'm not even sure if the guy at three has ordered me a new SIM. I guess it should arrive quickly if he did? 

[KateS]

Hey Matt,

Thanks for getting back to me.

The SIM should be received 1-3 working days from shipment via Royal Mail. If you've not received this by Monday, please let me know and I'll provide further support.

Thanks,
Kate

[Matt56]

Kate? Can you organise a new SIM?

[PeteG]

Hi, Matt56. 

Sorry, no one here can see or access your account. To request a replacement SIM, you would need to speak to the Support Team. 

Pete. 

[Matt56]

Kate said she'd provide further support?

[PeteG]

I think Kate was referring to further support in the form of more advice, since that's what was being provided already. But since she can't see your personal details or make changes to your account, she wouldn't be able to check the existing SIM request, or make a new one. 

As an alternative, if you live near a Three store, or will be near one soon, you can have a replacement SIM provided to you there. If you do plan on going, you'll need to make sure to take Photo ID with you. 

Pete.