ZTE 5G Router - No Network Diagnosis

[stephen2431]

Hi,

I recently bought the ZTE 5G Hub but it looks like there's a network issue with the router. The SIM I was provided with for the router works fine for internet connection on my phone but there appears to be a network issue only when I try to use it in the router (I get the red light status for Network).

The in-store and phone people haven't been very useful and in some cases stumped over what the problem could be. The router's software version is currently BD_UKH3GMC801AV1.0.0B04 and here's a few screenshots from the login and diagnosis pages. Help?!

[PeteG]

Hello, Stephen. 

Welcome to the Three Community.

That's quite strange. Since the SIM works in a phone, it would seem that the SIM and account are configured correctly. As it's not working on the router, it would lead me to believe there is an issue with the router. 

Where did you get the router? From what I can see, there used to be a ZTE device that was sent out with 5G broadband accounts, but it's now a different manufacturer that's sent.

Pete.

[stephen2431]

Hi Pete,

Sorry, I phrased that a bit badly - I signed up for the monthly contract at my local Three store so they provided me with the router and SIM. It’s the ZTE MC801A.

Cheers,

[PeteG · Accepted solution]

Ah, thanks for sharing the details and the screenshot. 

I'm familiar with the ZTE device now, it is the one that we're currently providing. It should generally just work out of the box. Since it since getting connected to the mobile network, but you've verified that the SIM and account work by testing it in a mobile phone, I think the router software or hardware might have an issue. 

I'd recommend doing a factory reset on the router. If this doesn't work, my advice would be to pop back to the store so that the team can look at replacing the unit with a new one for you. 

Pete.