Three 5G Broadband

[Heugh]

Hi!

Ive had 5G broadband for almost a year now, and the first few months were great, high download/upload speeds, low latency - it was doing the job perfectly.

The last month or two, it's dropped off massively. Speeds have more than halved, and when gaming using it i'm getting ping spiked to 1000ms+ 2/3 times every 10 minutes. The hub has been in the same place the whole time, I've rebooted it, tried changing the channels and reset it but it's made no difference.

Contacting the tech support on live chat is useless, even when I tell them I have already factory reset the router multiple times their only advice is to do it again and then they end the chat 🙃. Does anyone have any ideas / know how to contact a support team that actually has an idea what they're doing?

[clivejo]

No idea, the Technical Support team have degenerated into a scripted chat bot with the "agent" reading it to you!  "Turn it off and on again", "reset the wifi box", "try the SIM in another device", "take it to a Three store" is all they say to do!  When the "troubleshooting" doesn't work, then they start handing out "complaints" like confetti!

There are also a lot of reports coming out about the new Three Vodafone merger is leading to jobs being outsourced to India, such as this one - https://www.theregister.com/2025/10/31/vodafonethree_to_offshore_uk_network/

Do you know what APN the "hub" is using?  A lot of us are having issues with the '3internet' APN, changing it to 'three.co.uk' might help but not if you need a non CG-NAT'ed connection, which gamers tend to need.