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.

[Anvil_Iron]

I would be frustrated and annoyed if the Three check coverage for my postcode said 5G was available and offered a 5G router but only to find the router can't connect at 5G. It could be a case of not enough capacity as @sc1999 mentions here Cannot subscribe to 5G Home Broadband - Three Community - 12590 as to why a phone gets 5G but the router can't.

It's no consolation but you could try to limit the router to just 4G to see if the connection is more stable. Network Setting > Broadband > Cellular Band > Preferred Access Technology > 4G

4G would still be much faster than ADSL broadband.

If you can, provide the Cellular Info > Service Information info.

[MaHeRoV]

Ok, the image is uploaded here. It may take a while until it gets posted

[JonathanB · Accepted solution]

Hi @MaHeRoV,

Thanks for trying these suggestions out. Now that you mention this issue of not being able to connect to 5G, it may be indicative of a faulty router.

I'll send you a private message to get you in touch with some colleagues that can check this out.

Thanks,
Jonathan

[jbsv1502]

Hi @JonathanB  - I am also having the same issue of the internet dropping every couple of hours maybe even more than that. It means I then have to reconnect to the VPN and refresh...how can I get help on this...this has started happening over the last couple of months

[dhruvnation]

Hi there, I'm having the same issue. Looks like a faulty router as it will not connect to 5G as my phone which is on three with full 5G. I called customer service and they just don't seem to get it. Please can you get a replacement asap? This is 

[Steveculligan]

Hi I am the same problems with my 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 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 will the router is rebooted. When reboot the router via a power cycle or using the app when the router restarts the connection is resumed. When rebooting through the app I notice there is a message saying Sim not recognised but on reboot it’s OK. I have taken the device to a Three shop to ensure the Sim is in OK and do so e basic checks like firmware and configuration such as APN but not faults have been found. 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 an wonder how this can be resolved as without the reliability it is eco img unsuable

[MaHeRoV]

I think replacing the router could help solve the problem. It's been almost a month since I replaced mine and I haven't expereinced a single dropout since then. Not sure why THREE would send out faulty routers in the first place though.

[Steveculligan]

I am the American issues

[Anvil_Iron]

Have you tried limiting the router to just 4G?

Have to tried just B3 and B20 only? These are the main two bands for 4G for Three. Band 32 can also be tried.

[MaHeRoV]

I haven't because I got the router for 5G coverage. If I wanted 4G only, I would have asked for the 4G Hub instead. Seems like a faulty router. I have asked for a replacement and hopefully no issues will arise when using the new device.