Need Help: No 5G Connectivity with Three Home Broadband

sin18r5x · ‎06-20-2023

Hi everyone,

I recently subscribed to Three Home 5G Broadband, but I'm not getting the promised 5G connectivity. Despite spending an hour on the phone with support and receiving a new SIM card, the issue remains unresolved. When I contacted support again, they claimed they were upgrading the 5G in my area, but I'm skeptical since my Three network-compatible phone receives 5G just fine. I have a direct line of sight to a phone mast located approximately 300 yards away. Any advice or similar experiences from fellow users would be greatly appreciated.

Thanks!

sin18r5x · ‎06-26-2023

Update on this.

I lost my patience with support. One guy asked me to download an android app so that I can change the settings on the router. I told them to send me another router or I cancel my contract.

The new router arrived today, connected to 5g with

DOWNLOAD Mbps
666.69
UPLOAD Mbps
150.27

Moral of the story. If you have this problem don't waste your time with Three support, they are worse than useless. There is clearly a bad batch of routers going around that Three are resending to unsuspecting customers, hoping that people who don't know any better will just accept the low speeds.
Make them send you a new router. Especially if it looks like the router was a used item, like mine was.

View solution in conversation

Spud · ‎06-21-2023

Is it the firmware or the actual router? I know a few months ago a batch of NR5013Es wouldn't connect to 5G and had to be replaced, i.e. not a firmware problem.

Back in January my son ordered a 4G package and received a NR5013E which performed great falling back to 4G. I assumed it was a duff 5G one, we'll find out if we ever get 5G out here.

sin18r5x · ‎06-21-2023

That's interesting because I think the router was a returned item.

Spud · ‎06-21-2023

You say you have a Three-compatible phone that connects to 5G fine. Just to confirm, if you put your router's SIM in the phone it connects 5G? Also, if your phone has a Three SIM then you can try that in the router.

Cellmapper - the "map" link from their home page starts in the Atlantic Ocean, so scroll out, move to the UK and scroll in!

SP70 · ‎06-21-2023

It could be the router from a batch that wont connect to 5G. It can help knowing if the aforementioned is running on the latest firmware which I suspect it is.