New Hub SO SLOW

[ct326]

Recently upgraded our 5G hub. Our old hub was great, the broadband was super fast and we were really happy. Since we've had this new hub (Three 5G Hub NR5103E V2 White (Three)) it's been an absolute disaster. Not fast enough to stream TV when it is working but most of the time the signal is totally intermittent and completely unusable. Usually have to use my phone as a hotspot which works fine so I know it's an issue with the hub and not the 5G signal. It's been getting worse and worse. Can you help?

[PeteG]

Hello. 

Oh, that's not what you want from an upgrade. Have you tried popping the SIM back into the older router to see if things run better again like they were before changing? 

Pete.

[ct326]

The old hub unfortunately broke which is why we had to upgrade!

[ct326]

This is our speed test, this is definitely not acceptable 

[PeteG]

It's certainly much slower than I would have expected. 

I'd recommend reaching out to the Home Broadband Support team for advice on what to do, and to have them complete any required diagnostic checks in relation to the issue. Hopefully they will be able to resolve the issue for you soon. 

Pete.