{"id":30969,"date":"2022-05-11T00:01:54","date_gmt":"2022-05-10T23:01:54","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=30969"},"modified":"2022-05-11T15:16:51","modified_gmt":"2022-05-11T14:16:51","slug":"three-uk-botches-firmware-update-for-new-5g-hub-router","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/05\/three-uk-botches-firmware-update-for-new-5g-hub-router.html","title":{"rendered":"Three UK Botches Firmware Update for New 5G Hub Router UPDATE"},"content":{"rendered":"

Some customers on Three UK<\/a>’s 5G<\/a> based unlimited Home Broadband<\/strong><\/a> packages, specifically those who recently joined and received the latest ZTE MC801A based 5G<\/a> Hub router (here<\/a>), have been reporting problems with connectivity and significant falls in broadband speed. The issue appears to stem from a bugged firmware update.<\/p>\n

According to Three’s customers, who have been busy posting in a related topic on our discussion forum<\/strong><\/a>, the issue looks to have started during the early hours of Sunday (8th May) morning – after the operator began to push out a new firmware update for the 5G<\/a> Hub (release: BD_UKH3GMC801AV1.0.0B07<\/strong>). Experiences may vary, as not everybody will always receive such updates at the same time.<\/p>\n

The customers who received this update began noticing a significant fall in mobile broadband speeds, as well as some unusual connectivity problems (e.g. the connection signal seems constantly flick between 5G, 4G<\/a>+ and 4G<\/a> every few seconds). The Carrier Aggregation (CA) feature for combining multiple mobile bands was similarly switching itself on and off, which is probably related to the first issue.<\/p>\n

Sample Customer Complaint 1 (dandring)<\/strong><\/p>\n

“Since Sunday ive had terrible connection and speeds. It changes from 5G to 4G<\/a>+ to 4G constantly (every few seconds), flicking between all 3. CA Status keeps changing from CA Active to NO CA to CA Inactive. Not sure if this is relevant?<\/p>\n

Only thing I can see which has changed since Sunday is an automatic firmware update at 02:30 in the morning, and i’ve had issues since. I’ve tried the device in every window now and its the same throughout.”<\/p><\/blockquote>\n

Sample Customer Complaint 2 (craigh)<\/strong><\/p>\n

“Same issue. Yesterday (9th May) the router was swapping from 5G to 4G+ to 4G every few seconds; speed was 4mbps\/1mbps whereas typical speed before was 320mbps\/60mbps.<\/p>\n

This morning (10th May) the router homepage says 5G but as poster above, advanced settings show no 5G connection. Speed now 60mbps\/4mbps.”<\/p><\/blockquote>\n

Sample Customer Complaint 3 (Barns)<\/strong><\/p>\n

“Having the same problem here. ZTE 5G Hub connected fine but only getting ~4Mbps downloads. Was 400+Mbps until this morning. Looks like the hub did an update early this morning (3am ish), I suspect the issue started at that point.<\/p>\n

Also seeing the “CA Status keeps changing from CA Active to NO CA to CA Inactive” as well, don’t know if that’s relevant, not sure what it is.<\/p>\n

Direct line of sight to the 5G mast a few 100m away so it’s not signal issues I don’t think (and has always been very fast and stable up until now, couple of months since I got the thing).”<\/p><\/blockquote>\n

Customer feedback indicates that Three’s front line support team initially blamed the problem on network congestion issues, while others were told that the issue was fixed yesterday evening. Service speeds have improved on Tuesday, but they’re still well below what they were, and the routers don’t appear to be connecting to 5G any more (i.e. stuck in 4G\/4G+) – that’s kind of a problem, given that the Hub is sold as part of a 5G package.<\/p>\n

A Spokesperson for Three UK<\/a> told ISPreview.co.uk:<\/strong><\/p>\n

“We are aware of an issue affecting the 5G service of a small number of customers with a ZTE MC801A router. 4G service remains unaffected. We are working to fix the issue and we are sorry for any inconvenience caused to customers.”<\/p><\/blockquote>\n

Sadly, there’s currently no indication of when the fix will be ready, but hopefully it won’t take too long. In the meantime, we suspect that Three may have suspended firmware updates for the router, at least until the fixed firmware is ready to be pushed out (one person on older firmware said there doesn’t seem to be a newer version available to them).<\/p>\n

UPDATE 3:15pm<\/strong><\/p>\n

Some customers are reporting that their Hubs have now been rolled back to the previous firmware version.<\/p>\n","protected":false},"excerpt":{"rendered":"

Some customers on Three UK’s 5G based unlimited Home Broadband packages, specifically those who recently joined and received the latest ZTE MC801A based 5G Hub router (here), have been reporting problems with connectivity and significant falls in broadband speed. 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