Three Home Broadband: Zyxel NR5103E drops connection and WILL NOT RECONNECT AUTOMATICALLY

[456]

Extremely frustrating - every time it rains, the router drops connection and DOES NOT RECONNECT automatically. It has to be rebooted manually, which you can only do from home.

If you're away from home and rely on your home broadband to monitor your home and your pets, you're screwed. This needs to be fixed ASAP.

[JonathanB]

Hi @456,

I appreciate this is a really frustrating issue, and I'm sorry that there's not been more information or advice I can give. If there's an update sent to me I will share this, and I have passed on feedback about this thread.

The main advice I've been given in regards to the connection drops is this is caused by signal. Whenever this is happening there's likely some fluctuations happening with signal strength, rain is one factor that can cause this, but this could also happen with a number of other factors like power supply to the masts, and interference from other signals, to name a couple of examples.

There's some great suggestions on here, thanks for everyone's input that's trying to help.

I'd also recommend experimenting more with where the router is positioned. In general, higher locations, near a window, and also avoiding placing the router too close to other electronic devices and appliances can help get better reception, and cur down on interference. The Three Broadband App can help with testing viable locations. Even if you've already done this when initially setting up, I'd recommend trying out alternative locations, and over longer periods of time to see if you can find a spot where you don't get the drop outs, as signal strength is not going to be a constant and can vary. 

In terms of the comments that the 2nd line team have done something to hamper your speeds, I have mentioned before that we can't disclose account specific information over the community, however I do appreciate your concern that the speeds have dropped since speaking to them. I've asked for some more info on a PM I sent earlier today that may help get that part looked into further.

Thanks,
JonathanB

[456]

Hi,

Thanks for your message. While I understand there are disconnections every now and then, there's no reason that the router should not be reconnecting automatically to the internet. The old one did. 

The current router is in the same position as the old one, and the signal strength is excellent.

I will be in touch via PM as requested. 😄

[NT306]

Just a little update.

I've now been connected for 24 hours continually after 5 disconnections alone before lunchtime yesterday.

I followed a suggestion to lock bands B1 B3 and n78 and that seems to have done the trick.... So far

It doesnt help that It won't connect to 5g, only 4g+ and poor speeds at that, 12 up 18 down.

[bulldog555]

I selected lock bands B1, B3 and N78 but sadly it went from 5G convert back to 4G with B3 because the mast was closer to mine is boring slow 4G B3 at all times with download speed of below 20 and upload speed of below 25. Three need to upgrade nearby my mast 4G with B3 to add B1 and 5G on it. But, they won't bothered. This is 4G mast below approx 350m away from my house. 4G strongest signal -70 can ruined my 3km away (5G mast) refused to connect it because of B3 nearer my 4G mast only to pick up 4G all the times. I have to use locked B20, N78 but download speed of 350 and upload speed of 5. Locked B1, N78 get download speed of 450 to 550 but upload 7 to 17. I have to leave B3 unselected. 

[456]

I just spent over an HOUR AND A HALF of my time, once again, with the 2nd line tech team. ZERO help. I had to explain everything from the start. They had no idea what I was talking about and I got nowhere with them.

Come on, Three. This is abysmal. I have spend hours and hours on this, over the past few weeks and months. Should getting support be this hard? @JonathanB 

[bulldog555]

@456 @Anvil_Iron I do think the issues was down to APN settings because when I switch to EE or Vodafone, it have no issues on the same firmware Hub 5G. The problem always happen to both smarty or three sim cards as it must be down to APN settings (that use to be settings for mobile phone etc, shoould have another APN settings for home broadband etc)

maybe @JonathanB will find out and get back to us all with the correct APN settings!

[456]

Yes, please - that would be really good to know! 

[bulldog555]

@456Please try this as it worked for me now

Network Setting > Broadband > Cellular APN > Entry that is enabled, click Modify > Enable APN Manual Mode

Mine has APN = 3internet, Authentication Type = None, PDP Type = IPv4.

They may have changed the APN to three.co.uk

Click OK to save changes. May have to reboot router.

[456]

Hi. Thanks for that. I have already done it. I can't tell if this helps with re-connection issues until the next time it drops out. However, this has not improved our speeds, which are still abysmal compared to how they were before "help" from the 2nd line tech support team.

[shadwuk]

I'm going to guess i know what they did to your connection.  They set the band to 4g bands only and disabled those for 5g to see if you then get a stable connection.  Obviously not.  To check, do this

Network Setting > Broadband > Cellular band
Check its set to band auto selection
Check also its set to NR5G-NSA/4G auto switch

It WILL reboot after you apply this.  These are the default settings.  You can also manually set your bands from here, but if you choose the wrong ones, you wont get a connection, or will get reduced speeds (which is what I think your issue is).