WiFi Connected but No Internet

[SlamDank]

Received our 5G hub last week and it all worked brilliantly for the first few days. However since Sunday evening I've had no internet whatsoever. All devices will connect to the network absolutely fine but with no functional internet access. 

Have tried resetting everything, multiple times, and removing the SIM but no change. I spoke with 3 over the phone who advised there was no issue and reset everything at their end. Despite their confident assurances this changed nothing. 

[Kimmy3002]

Got mine today an I have no internet even tho our phones are with three an are working at full signal the hub won't connect at all 

Will be cancelling an sending back

[Houbsnsh]

Mine is the same ,say excellent signal however nothing is connecting . Worked fine first few months 

[JonathanB]

Hi @Houbsnsh,

If this issue started for you over the weekend, you may have been affected by an outage. This should now be resolved. Has this came back online in the meantime, if not does rebooting the router seem to help?

Thanks,
Jonathan

[Chilly]

Thought  I was going mad but after reading all the above I know it's not me as stated above I have been.with 3 since march it's been great but last sat half my devices in my home can't connect to 2.4ghz wifi ie sat box printer ring doorbell I spent over 2 hours on the phone to support tried everything my end and theirs they then gave phone no. to ring  not 1 not 2 but 3 phone numbers to ring none of them would connect in fact think 2 of them were old fax machine numbers and so a week later still the same with no answers oh according to them and my router  settings I'm getting  great speeds yet things won't connect I also am going to have to leave heads up 3 something is wrong with  Yr network or my router which I asked if it could be changed I was told that's not possible even if I take it to my nearest 3 shop. Shocking custer service and what was a great broadband is now pretty much useless 

[Tammy80]

Mine is exactly the same. Getting so frustrated, think I'm going to leave three.

[FWAGuru]

Yeah and their device support page has not been updated with the new routers which is annoying.

The only thing I can suggest is going through the setup steps and placements steps again. Move it upstairs if you can and find out where the location of the mast is so your router has as close to line of sight as you can get.

The other thing to check is Wifi congestion - Are your neighbours using the same Wifi channels as you are? If so then change the channel.

Three support should be walking you through all of this stuff and logging onto the device themselves so they can see all the signal strengths and any interference, and making suggestion on how to improve the service through placement of the device

[HampshireBaz]

I think I am having the same issue as you here in Southampton, no Internet at all when the ZTE 5G hub is configured to use 5G but it works when manually set to 4G, albeit a lot slower.  It stopped working last weekend, It had been rock solid for 3 months.   It is very frustrating especially when being fobbed off by customer services to restart and clean the SIM!

Have you tried setting the hub to use 4G only to see if you then get Internet, I wonder if you get the same result as me?

[Biilym]

Having similar issues router disconnecting 4/5 times per day makes working from home totally useless and quite frankly customer service is atrocious. Obviously the ZTE hub is not up to the job since Three have ditched it already. Still waiting for us another call back but if it's not a new hub, I'm off. WITH NO CANCELLATION CHARGES!

[SarahC]

Hey @SlamDank 

How frustrating, especially because it was working so well initially. I'm really sorry to hear that our team weren't  able to resolve it over the phone.

Are you still experiencing the same issues? I would advise following our troubleshooting section on our device support. Please select one of the options under 'What issues are you experiencing?' and this will troubleshoot with you. 

If this still doesn't provide any help or solutions you haven't already tried, then please do let us know.

SarahC

[Gazmufcjones79]

None of your fixes work it's your excuse constantly making us all go round in circles. Your making it look like it's at our end I think everyone here knows that it's not, we are not stupid