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.

[devaraja · Accepted solution]

hi @JonathanB , i dont thing the change was done on the router, because:

1. i check the APN and the wan setting before and after the talk with the support team and there was no change.
2. i did manually change it to ipv4 explusively, then to ipv4+ipv6 and the speed was the same
3. i did a factory reset on the modem just in case, and did all the manual change below including the apn address and ap IP version and still the speed was the same.

Only afthe the second chat with the level 2 support. i managed to regain the speed.

[456]

Thanks for that. However, I really can't spend another hour and a half on the phone with 1st line, then 2nd line, like the last time. Can't someone sort this out for me via email/chat/remotely? I have now spent COUNTLESS hours on the phone, on the chat, on social media and on these forums, for something that should JUST WORK. 😢 I feel frustrated and defeated. 

[456]

Hi there,

Can someone update us on this, please? 🙏

[Shellywelly]

Hi , I have the same problem . I’ve only had my hub a week , it’s dropped out 5 times and each time I’ve had to reboot the hub. Rung three and getting fobbed off. I have 30days to return it , don’t want to but it’s ridiculous .

[Jaime07]

I have the same problem I upgrade 2 days ago and I receive NR5103EV2 router but it's frustrating. I have to reboot the router every time it loses connection.

[Bazowl]

I had to return my hub on day 31 it was ok for 30 days then suddenly dropped to 1mbps the day after the cooling off period came to an end. Coincidence? I'm not convinced. Got it returned without a fee, I'm only 100m line of sight from the 5G mast so was really hoping it was going to be the solution 

[JonathanB]

Hi @456,

I'm sorry to hear this has been happening, it sounds really disruptive. Has this been an issue since you originally joined Three for 5G Broadband, or has it been a more recent development?

Rain does unfortunately interfere with 5G signals, the frequencies involved can carry far higher data speeds, but the range of 5G masts can drop in adverse weather conditions. We are continually investing in 5G coverage, to upgrade existing masts and erect new ones.

In terms of the router not automatically reconnecting, I think that @crypt0ninja's suggestion that the drop in signal is causing a change in the cell/mast being connected to makes sense and could be the key to this.

I've passed this information on to a team that can test and investigate this, and will let you know if I can provide any advice or updates.

We're finding that the position of the router can have a big impact on 5G signal received. So it's definitely worth experimenting with this too. Most feedback suggests that near a window, and in higher locations gets the best results. It may also be worth checking spots that aren't near other electronic devices as 5G signal can also be disrupted by other appliances.

JonathanB

[456]

Hi. Thanks for your response.

This has been the issue since we've had the new Zyxel router. Our connection would drop with the previous router we had from you, but it would reconnect automatically. This one does not do that, which is a HUGE problem. We have a great 5G signal and a stable, fast connection, so that's not the problem. The problem is that the router drops the connection when it rains and then does NOT reconnect without rebooting the router. 

Please look into this as a matter of urgency. Thanks! :👍

[Anvil_Iron]

Are you using the Three 5G broadband app to tell you your signal strength? Do you get blue icons for both internet connection and cellular signal strength on top of the router when it's not raining and then different colour icons when it's raining?

You said, "great 5G signal and a stable, fast connection", but is this with the router when it's not raining on a phone?

[456]

I can check the next time it happens, but the problem is that I can't do this if it happens when I'm not at home. And the router will NOT reconnect automatically.

If I am at home and reboot it manually, it reconnects to 5G. Even if it's still raining.