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WiFi Connected but No Internet

SlamDank
Fledgling

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. 

 

4 REPLIES 4
CraigLee
Fledgling

Sounds exactly the same as how mine has been. We’ve had the 5G Hub since March and from day 1 the service has been brilliant …up until last Saturday. Since then our ‘Network’ light flickers between white and blue every 15 minutes or so. When it’s blue the internet is literally dead, so much so that even my Speedtest app can’t even find a server to test the download and upload speeds. Trying to watch a movie or game online for more than 15 minutes is impossible at this point.

I’m going to give them a call tomorrow as it’s unfortunately shut right now. If the network doesn’t improve I’ll definitely be looking to move elsewhere.

Hopefully I bump your thread enough for someone else or a Mod to shed some light on this.

SarahC
Community Moderator
Community Moderator

Hi @CraigLee 

Have you tried using our device support page? If you select an option under 'What issues are you experiencing?' this should provide some troubleshooting options.

Please do let us know if this makes a difference!

SarahC

SarahC
Community Moderator
Community Moderator

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

HampshireBaz
Fledgling

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?