Zyxel NR5103 5G connection drops

[Steveculligan]

I have a zyxel nr5103e router. I have had the 5G broadband contract since jan 23 and there hasn’t been a week where the connection hasn’t been dropped on numerous occasion. Each call to customer support said there was network issues in your area which I am now not convinced that this is my problem because when it drops I am able the use my Three mobile phone hotspot to try and continue with things like Skype or Teams while the router is rebooted. When rebooting the router via a power cycle or using the app once the router restarts the connection is resumed. When rebooting through the app I notice there is a message saying Sim not recognised sometimes but on reboot it’s OK. I have taken the device to a Three shop to ensure the Sim inserted properly and is in OK and do some basic checks like firmware and configuration such as APN but no faults have been found in the short period it was booted up in the shop. I have done a factory reset an number of time which is inconvenient as I then need to set passwords and configuration of all my Smart devices. I believe there is a problem with the router and wonder how this can be resolved as without the reliability it is coming unusable as a connection to do work from home.

[LDN]

I've had the same experience as @Dazzar, this happens to me on all Three routers, this seems to be a problem with Three, I do hope they don't spread their crappy service to Voadfone now they are merging as I've just moved and Voda is great!

[Dazzar]

I have had the same issue but I do not believe it is down to the router, I have a Zyxel and it dropped out constantly, Zte did the same, got a new sim and it did the same, I put it in a unlocked cpe pro 2 and it does the same, put my phone sim from Vodafone e in and no problem…….

[LDN]

We had the same issue, after a 6-month battle with the totally life-draining support we got the ZTE router... same deal, I think the issue is Three's cack network and the online support guy just said, "if you're not happy, then just leave" ....mind blown

[Avondale]

It would be appreciated if an outcome could be posted here please. I have been considering getting Three 5G Broadband with a Zyxel N5103e but have not done so due to concerns about the service's reliability and Three's ability to resolve them. If this is sorted out without any ado, it will certainly make me take the plunge. 

[JohnD]

Hey @Steveculligan 

That's really frustrating! We appreciate how much of a pain this is. In case this still isn't resolved I'll send you a PM to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John

[feersum_endjinn]

I hope this is purely due to a defective batch rather than what's happening with the ZTE routers! 😭

See here: https://community.three.co.uk/t5/Broadband/5G-Broadband-dropouts/td-p/6687

[Avondale]

The "ISP Review" forums have information on the defective batch of NR5103e units. 

You need to ask Three to exchange it. 

[Steveculligan]

Thanks will keep logging calls with them

[Steveculligan]

Do you have a link to the forum