Why's Three trying to SCAM its customers - I ordered NR5103E V2 package and received NR5103E V1

[23588]

I finally took the plunge and ordered three's broadband package yesterday which stated that I was ordering this:

Note: They advertise the router as being NEW and a Version 2

So I basically should have received a new V2:

https://devicesupport.three.co.uk/guides/device/Three/5GHubNR5103EV2#l=threeukcust&lHsim=threeukcust...

Instead I received this second or third hand V1:

https://devicesupport.three.co.uk/guides/device/Three/5GHubNR5103E#l=threeukcust&lHsim=threeukcust&d...

The box that I received had its third Three seal / sticker on it.

Why do Three do this madness?

They've literally just won a customer and they immediately try to scam them and deceive them.   WHY??

Its gone from almost being a good experience to now im p*****.  

[23588]

Hi Peter,

One major problem with all of that (other than the fraud element by Three) is the fact that the contract and paperwork states that they've supplied me a NR5103EV2. 

So even if I was fine with accepting the NR5103E, what about when the day comes when I decide to leave Three, they're going to be expecting back a NR5103EV2 (which looks completely different) not a NR5103E.

So far the three home broadband experience has been pretty shabby.

To add to that, it now appears that although the modem / router they've supplied does have a passthrough / modem mode type option, it doesn't appear to work properly or as it would on any other ISP's device.

Please note, I already have my own router at home. I had planned to get Threes home broadband service / device and simply set it to modem mode like we can with every other ISP kit and plug it up on the WAN side of our existing router and away we go.

So far, regardless of all the settings I've tried, the Three modem / router they've supplied doesn't seem to utilise the passthrough mode properly, as such it only really supplies the official three WAN IP address through to our existing router, but the service doesn't seem to push through any port forwarding requests to us.

I don't know if its a problem with this specific router, a CGNAT issue or something else, but either way im currently scratching my head.

I've seen some people say change the APN to three.co.uk, but I tried that and back again and it made zero difference.

I see someone else on the forum mention that we can contact three customer service to have them enable some kind of IPv4 profile to our account or something which will enable us to use our broadband the same way every other broadband company allows by default, bizarre.

Can you think of any reason why the NR5103E is not working properly in passthrough mode?

I have set the passthrough mode on tried it, no success.  Tried it again, digging further down in to its menus and disabling a bunch of other NAT options in its menu, still made no difference. Nothing will port forward via threes box in passthrough mode.

I plug up my old broadband back on the WAN of my existing router, and everything works fine, I plug threes box back up and nothing.

Thirst world problems..

[PeteG]

Hi there. 

Oh, that's quite strange, usually it's the latest one that's sent out. It's possible that the newest model was not in stock. I can understand that normally moving you onto another model or a product wouldn't be ideal, but in the case of broadband, the user doesn't actually own the Hub, it's just supplied for the purpose of facilitating access to the network, and is returned to Three once the contract is over. The network speeds are the same, and general features appear to be similar too. That said, if there's a specific feature or function of the v2 hub that you were looking to use, the support team should be able to swap out your V1 for a V2 assuming the issue that prevented the V2 coming out in the first place is no longer a concern. It might be worth popping through to them to query it further. 

Pete.