Poor support for NR5103EV2 router

[tw_three]

I have the NR5103EV2 router which will only scan for and connect to LTE services.

My router is now on C0 firmware and runs terrible even on LTE and after around 5 hours with support Im told its a problem in the are.

I clearly told both 2nd line support guys that the sim connects to 5G fine in a phone, but not in the NR5103EV2 router but they both insisted it was an area problem which was untrue.

I am still within the 30 days grace period but I would rather try a replacement router that works than give up on the service.

As per supports requests I have tried factory defaulting, sim in different devices, router in every room, firmware upgrade, another factory reset and 1000s of router restarts, any advice or do I just give up and send the kit back and maybe reorder in a few months when they are shipping better routers?

[Spud]

Ask support to tell you which neighbouring tower does not have a problem so you can take the router there and plug it in to test e.g. friendly pub.

The router tells you which bands it is connected to ("B" = 4G, "N" = 5G). If your phone can show you which bands it is connected to, you can change the router from "auto" to manually select those bands. Remember its 5G NSA which means you need 4G as well 5G bands. Go to cellmapper.net to see which 4G LTE bands are accessible for your location. I don't think cellmapper has much 5G info yet. You're after a combination use some/all  B1, B3, B20, N78.

I only briefly borrowed the original router but in my 4G area, 2km from the tower I can get 160Mbps down from Three (260 fro EE/Lyca).