on 11-06-2022 05:32 PM
I have the Three branded ZTE MC801 5G hub router. We have been with Three since July 2022. When we setup the router it was on the B09 update and we had no issues with it and got around 450Mb download speeds. Our 5G signal is around -95dBm. Then on 17th Oct 2022 our router automatically installed the B12 update. After that the router stops working at least once per day, sometimes more than once per day. When it stops working all mobile devices, laptops and the chromecast will display exclamation marks on the WiFi signal logo. If you try to navigate to any website the page will fail to load. If I log onto the router at 192.168.0.1 it all looks OK and small levels of kb are being downloaded/uploaded. The only way to fix is to either go to advanced settings > other > restart. Or walk to the router and unplug from mains power. Upon restarting the router everything is fine again and speedtest shows our usual 450Mb again. I have got so fed up that I have tried doing the factory reset on the router. This seemed to work and we went 4 days without any issue. But it happened again today. I strongly believe it was the B12 update as we didn't have the issue when it was on B09. Wish I didn't leave the default setting for automatic updates now. I have checked three.co.uk coverage page and network and looked up network maintenance and it does say they are fixing an issue in the area. However that has stayed like that for over a week. Just curious if anyone else is having an issue with the B12 update or whether it could be maintenance that is taking weeks to fix? Any thoughts?
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on 03-09-2023 11:11 AM
Since our router got the update BD_UKH3GMC801AV1.0.0B15 i have had no issues. It updated on 2nd March 2023 to B15. I believe this is the solution. If your router hasn't updated to BD_UKH3GMC801AV1.0.0B15 then I suggest calling Three customer care
on 12-27-2022 09:10 PM
I have the exact same issue. I have to restart the router every hour to get the good speeds and then it drops out. Very disappointed
on 01-03-2023 03:10 PM
Feel your pain. For us its pretty much every day. I have been noting the times. When I reboot we are back on 5G with speeds around 320Mb.
on 11-28-2022 01:46 PM
Yes I have the same issue. Happening since about October.
I've recently been working with support on this and they called me today to say it should be fixed but its dropped out again today so it's unfortunately not.
on 01-03-2023 03:09 PM
Interesting. I haven't called because when we last called they couldn't understand us. So I haven't bothered to phone. Just keep rebooting
on 11-13-2022 07:48 AM
@5Ghub_house I have the same router, how do you find out what update version its on? It was around middle of October that all my problems with sky glass started so I'm wondering if my router has had the update too🤔
on 02-13-2023 01:27 PM
To find out version, go to http://192.168.0.1/index.html the password should be written on the sticker to the router. When you are logged in, under status information click 'detailed information'. The software version is listed there. mine ends with B12.
on 01-03-2023 03:08 PM
Happened around 17th October onwards and I have to manually reboot my router, or switch it off and on again. Happens pretty much every day, varying times of the day. Annoying.
on 11-08-2022 12:37 PM
Hi @5Ghub_house,
Quick update on this, there's no known issue with that firmware update, but we're keen to investigate further in case we're missing one. I'll private message you for a bit more info to support the investigation.
JonathanB
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on 08-14-2023 04:37 PM
There is a "known issue" with the ZTE seen by many here, it drops the internet several times a day and works straight after a "restart"
Why cant we try an alternative modem.
I contacted ZTE and they just referred me back to three.
Are you talking to them ?
on 11-07-2022 03:02 PM
Hi @5Ghub_house,
Welcome to the Three Community. I'm sorry to hear that you've been experiencing these drop outs the last few weeks, this sounds really frustrating.
It sounds a lot like this thread here: 5G Broadband dropouts
Are you able to confirm that the issues are only affecting the router, for example do you have a Three phone and SIM also that's not affected by the issue? That might help clarify if the network issues are relevant.
I'm making enquiries about the firmware question based on what I've seen on the other topic I've linked. I'll let you know if I find out anything on that side of things.
JonathanB
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