No Internet Connection with 5G Greenpacket Y5-210MU Outdoor Hub

[BBus]

Hello,

I’ve been having some issues with my 5g outdoor hub - hope somebody can help!

The connection until yesterday has been mostly stable (600 mbps download average] and besides some high ping problems, has worked mostly well. Yesterday, the speeds dropped to ~50 mbps download and the ping was awful. Decided to restart the outdoor hub and have had no internet since. Logging into the hub, the 5g strength bar shows 0 (before was >90), the APN shows disconnected. Three status checker shows no known issues near me.

I’ve come across other people on the forum that have had the issue a while ago, but no resolutions that I could see. 

Any help would be much appreciated.
Thanks!

[BBus]

Just off the phone from Three and have some information. Something unexpected got me connected again.

Went through most of the normal troubleshooting steps - physically resetting the device, taking the SIM card out and cleaning it etc. None of that worked.

I was advised (similar to MymsMan's suggestion) to try a different 5G SIM. I put my EE SIM in and the device seemed to boot up normally. Instead of just 'ON' being displayed on the screen, it properly displayed connection strength.

The strange part, I then put the Three SIM card back in and that also booted up normally and now is connected again. The Three SIM had been taken out and put in multiple times before this, with no success. Putting in my phone's SIM, then reverting back to the Three SIM seemingly is what kicked it into gear.

The first speed test was pretty poor (similar to the evening before it stopped working), but I will see if it settles down.

[JonathanB]

Hi @BBus,

That's great news thanks for updating the Community with your experience. I haven't seen this sort of thing happen too often, but it sounds like booting up with the alternative network SIM has perhaps cleared some cached settings.

Are you seeing any improvements with the overall service in the meantime since your last post?

Thanks,
Jonathan

[BBus]

Hi Jonathan,

The speed tests have improved a bit, but I am still experiencing quite bad ping spikes - often up to 1 second.

[JonathanB]

Hey @BBus,

I know you mentioned that the status checker wasn't showing anything, but I'll be happy to have a closer look on my end. Perhaps we can establish if there's a local fault being missed, or at least help confirm if it's more likely that it is the SIM or router that's faulty.

I'll send you a PM so I can get some more info about where you're connecting from.

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

[MymsMan]

Have you tried the status checker for problems in your area? https://www.three.co.uk/support/network-and-coverage/coverage?tab=2

Also try a hub reset and contacting support

[BBus]

Yeah I took a look at the status checker, there are no known issues in my area.

Everything has now been restarted & even reset to defaults - still the same issue.

I’ll be in touch with Three support soon.

[penguin30]

I have the exact same issue right now.  Was there a firmware update? 

[BBus]

I don’t know of any firmware update that happened.

I did notice people have had this issue in the past, but looks like the issue was resolved off of the forum, or not resolved at all!

I was hoping it would just kick back into life at some point, but it hasn’t.

[penguin30]

Do you have links to any of the similar issues people raised?

I luckily had an older, indoor 5G router I could use. The speeds aren't as good, but it proves that neither the network nor the SIM are the issue.