There are serious issues with ZTE MC801A devices and Three are too slow to acknowledge the issue

[acelove]

I ,like most I've seen on here are having serious issues with  ZTE MC801A devices, (Version B_15 firmware). 

My issues have been happening since March, It's now October, with no resolution. I've tried to speak with Three, they're blaming congestion in my area, It was working perfectly in February, absolutely perfectly. Now we have serious issues where the connection just hangs, high latency and slower speeds (from 600/700mbps to 95/300mbps), upload is garbage at 6mbps.  

Originally I was told to keep checking the mast site for updates, not a single update at all since then. Three just offer to disconnect for free, It's not really doable as we don't have any other suppliers, its a monopolised managed building and they're probably worse than Three tbh. 

I've tried so many times to fix the issues, but after trying to much I believe it's without a doubt the routers  ZTE MC801A. They throw a DNS issue output when connected via LAN and WIFI. I've changed the DNS to Google and Cloudflare for primary and secondary, IPV4 and IPV6. It doesn't do anything. 

After checking about on here, I changed the APN details to match my phone, as when the connection drop, I turn the WIFI off and my phone, which is on Three, connects fine and it's working. If I put the WIFI back on I get another DNS prompt. After changing I've tried testing for about 4 days, the same issue still persists!

All Three want to do is disconnect people, not resolve the issues - which is super alarming. Surely Three want to keep their customer base, not fob them off first saying there is engineering works, no congestive issues, now there are congestion issues - while still selling more home broadband connections at my postcode. 

There must be someone here who works for Three, who have seen the countless posts about these routers. My question is why has this not been resolved after so long, or are Three, and this community, not really bothered? 

The last firmware update was March, that's when my problems started, surely they have enough reports to raise a case with the suppliers and get another update pushed to fix the issues.

C'mon, someone take ownership of it and get us a decent response, else when I do disconnect - I'll be taking my phone, my tablet, my partners phone and their tablet off of Three. 

[mooncat121]

Hi Jonathan the router is on B05 and every time I try either the ZTE app or Online update it says it has the up to date firmware but the security signatures have expired and i need to get it back in service the model is the MC801A SN: 320525727488

[KateS]

Hey @mooncat121,

Thanks for the extra info.

I'll pop you over a PM requesting some further information.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,

Kate

[mooncat121]

I've spoken with the managing director of ZTE UK and he has stated that the issue lies with 3 and must be sorted by them, all I want is a firmware update from 1.0.0.B05 as I believe B15 has been released

[JonathanB]

Hi @mooncat121,

It looks like you're posting on quite an old thread at the moment, are you posting specifically because you haven't received a software update, or is there an underlying issue you're hoping this will help with?

Thanks,
Jonathan

[Mattyk66]

Hi All, just to say I am in exactly the position. I live right next to the 5G mast in my area, literally 30meters away. When I first went with three 5G broadband in October 2022, up until November 2023, I was hitting anything from 600 to 900mbps download, all the time, even peak hours, I still have all the results recorded on my ookla speed test app/account.

In November, disney plus stopped loading on my TV stating I was out of region, nothing I did/changed could get it to load so contacted three, who advised they had made some changes to my account and restart my router and try again. Sure enough disney loaded, but from that point on my download speed is stuck at 120mbps, won't go any higher. It jumps to 400mbps when the speed test starts and then quickly drops down to 120mbps and stays there, clearly they are throttling and limiting the download speed. 

I contacted them on multiple occasions over the next few months and they were giving me all sorts of excuses and said they had changed settings and to try again, and another said they were working in the area but it would be back to normal in a month. I speed test every week and nothing has changed, stuck on 120. I have had a month refunded and a month half price but all this time they are still claiming they do not limit the download speeds which is obviously absolute rubbish.

As someone else has mentioned, when I do a speedtest on my phone, and I'm also with three, I still hit the usual 500mbps, nothing has changed with my phone, just my broadband from November onwards. 

At the time I googled and couldn't find any posts on this so thought it was just an issue in my area, but after a speed test earlier, stuck on my 120, I googled and found this. Now I know this is happening to others I am going to contact them again and keep up the fight!

For those that want to leave three, due to the speed decreases, who are stuck in contract, they agreed with me that I could leave with no charges due to the change in service. When you first sign up, you get 30days no quibble trial to see how it works and what speeds you get and you can send back if you not happy. So, if the speeds you are getting now, do not match the ones when you first got it, you can argue this and say you want to leave without a charge!

[acelove]

Another update: After speaking with complaints they understood the issues and transferred me to a team to help with the router replacement. They just fobbed me off, said they needed to do some checks on the router and needed to end the call, was promised a call back within 20 minutes. 

They ended the call, didn't do any tests on the router and didn't call me back. The customer service from Three is disgusting. 

[stevekn]

I had email exchanges with zte (non)-support, who if possible are worse than three's.... "not our problem","three supplied the modem , take it up with them !"

[acelove]

All useless. Three are arguing about replacing the router that they supplied. It's so stupid.