Zyxel NR5103E

[MaHeRoV]

My internet connection drops every two hours or so and does not reconnect back until I manually reboot my 5G Hub (I have the Zyxel NR5103E Broadband device). This is quite frustrating as the device is working well and the signals are always strong even when the connection drops. I have had called THREE plenty of times over the past few hours but I am now almost fed up and currently thinking of cancelling my contract and shipping the hub back to them. It's only been two days since I ordered the device but this issue is already getting on my nerves.

[Binks]

I had the exact same issue recently with my Sony Tv. what seem to work was placing the router in a direct line of site to the TV but at the same time had to also be next to a window to get the best signal. I found the connection dropped way less frequently. But Because the connection was still dropping at times, I called three and demanded they sent me a new router. It turned out that the old router they gave me was faulty. After setting up the new router upstairs in the bedroom window, the connection did not cut out. so my recommendation to you is to ask for a replacement 5G tower/router. 

[Matt56]

How do you ask for a new router?

[KateS]

Hey @Matt56,

If you're currently experiencing issues with the router, please reach out to our Home Broadband team at 0333 338 1003 or start a live chat.

The team will then investigate any issues and explore the option of a device replacement if it's necessary.

Thanks,
Kate

[Boitus33]

I bought the same one 1 week ago and I’m experiencing the same… it seems that’s the way it goes since a while ago, right?

[pwoodward]

I'm seeing endless dropouts - multiple times every day, it's been happening for weeks; it'll often work for hours and then fail multiple times within an hour; no pattern for time of day etc. I've tried talking to three phone support, but they are utterly clueless (unable to understand the difference wired, WiFi and cellular connections). When connected, I seem to get a reliable 150/10Mbit.

I'm currently running the modem in pass-through mode (Ethernet connection to router), but I had identical behaviour in router mode as well.

During a failure, the NR5103E admin interface always shows cellular connected, but I'm unable to ping three's DNS servers for instance. It often resolves with no interaction within ~10 mins, but a reboot will usually (but not always) fix immediately.

I'd be grateful for any tips as it's driving me crazy.

Current Firmware Version: V1.00(ACBJ.0)b14

[Waggers]

This problem of the Zyxel NR5103E not automatically reconnecting after it loses it's internet connection seems to be quite common. 

I've read posts that state the router will lose connection during a rain storm.

I'm currently in Italy and following a rain storm the router in my UK home lost connection and wont reconnect. .  I phoned 3's technical support to see if they remotely reboot the device.  No success.

Now, for the next 4 weeks none of my security cameras will function, nor will my Alexa routines or my smart heating.  To make matters worse, 3 have just sent me this month's bill!

Looking through various forums, this inability to reconnect without a physical reboot is a known issue. 

Surely it can't be rocket science to tweak the firmware so the router will automatically reconnect when it has lost it's signal. 

For me, I'm totally stuck until I return home so I can switch it off and on again. 

[stevekn]

similar problem with the ZTE ( 15 firmware) drops internet several times a day ( comes back if left for minutes to hours) although if I restart ( possible from ZTE app) I re-connect straight away at good speeds.

"excellent" 5G signal,   been a long time on Three and taking to ZTE "support" no answers to a known problem ( there is a long thread on it !)

Three give us the service we are paying for...

[JonathanB]

Hi @MaHeRoV,

I'm really sorry to hear that you've been experiencing all these drop outs. I've seen a couple of users describe drop outs like this on the NR5103E, but I don't recall anyone describing it as this frequent of an issue, I can appreciate that dropping connection every 2 hours will be extremely disruptive.

The issue may potentially be linked to fluctuations in signal, as @crypt0ninja was able to replicate an issue like this by effectively forcing the router to switch it's connection between two different masts. So you may be on the edge of signals broadcasting from 2 or more masts.

I'd recommend experimenting with band locking to see if this helps.

Menu Icon (Top Right) > Network Setting > Broadband > Cellular Band Tab

You should be able to change the band management to manual, then if you experiment with using N78 (required for 5G) and combinations of one or more "B" bands.

There's a few threads discussing this but Bands best to have may help as a few users have listed some combinations that have worked for them. The best bands to use will vary depending on the masts in your area, but hopefully by experimenting with these settings you'll find a good connection which doesn't drop.

Thanks,
JonathanB

[MaHeRoV]

I tried different combinations of one or more "B" bands but nothing worked unfortunately. I also realised that, on the router's webpage, I have always had no signal for 5G and that it was just the LTE signal that is green in color. This is just weird as the Broadband sim works perfectly on a mobile device that supports 5G. I don't understand much about masts and cellular tower locations or how to locate the ones nearest to me as I am not tech-savvy. The call centre and webchat people have got no clue whatsoever and I'm that close to giving up and cancelling my contract 😞