We understand that the Three network is vital to maintaining our better connected life, with access to unlimited broadband! When your broadband coverage or connection isn’t quite right, there are a few steps that you can take. Have a look at the suggestions below if you are experiencing issues, and take a look at our Device Guides for some interactive support.
View our video tutorial below for some more help on how to setup your self-install broadband modem!
Restart/Reset your modem or router: The IT Crowd say this for a reason! To restart your broadband modem/router, just power it off and back on again. You may have to do a reset, and here is how you do just that on our three most popular broadband devices. (Please note that it is helpful to leave the power to your device turned on while resetting.)
ZTE MC7010 (Tech install) and ZTE MC801A (Self Install): To reset the ZTE MC801A press the RESET button with a pin and hold for about 3 seconds until the LED lights go off and on again. Your ZTE MC801A will reset to factory default and restart automatically. After factory reset, you will need to login to your modem using the default name and password.
Note: The default password can be found on a sticker on the bottom of the ZTE MC7010 and MC801A.
B535 and B525: There is a tiny hard reset button on the rear of the device next to the RJ11 port (the yellow ones). The router will automatically switch off and then back on. Give your broadband router a few minutes to pick up the signal again, and remember, once it is rebooted, it will have been reset to its default settings.
E5573 and E5577: Take off the back cover and leave the battery inside the device. The 'Reset' button can be found along the edge below the power key. (You might need a pin/needle!) Press this Factory Reset button and hold it for at least 15 seconds. The modem will automatically switch off and then back on. Once it is rebooted, it will have been reset to its default settings. Give it a few minutes to pick up the full signal.
Check the coverage in your area: We have a vast network that we are continually improving. Sometimes though, there are areas where 4G may not be available or where 3G is the strongest signal indoors. Use our coverage checker by clicking here to find out what service is available at your home. You can also check your download and upload speeds by going to Speedtest by Ookla
Adjust your settings: If you have just used our coverage checker and found out that 3G is indeed the strongest signal in your area, here’s what you need to do next:
- Open a browser.
- In the URL box, type in 192.168.1.1 or 192.168.8.1
- Log in to your home page, using 'admin' as the password.
- Find 'Network Setting' on the top of the page.
- Select 'Mobile Network' on the left-hand side.
- Select 'Mobile Network Searching'.
- Preferred mode: Change this to 'Manual'.
- Select '3G Only' from drop-down.
- Click 'Apply'.
Change the frequency band
2.4GHz has a better range and travels farther. This needs to be considered if you live in a large house. 5GHz has a shorter range and is best-suited for high bandwidth devices and activities. Because it has a shorter range, it might be worth considering one of our TP-Link Wi-Fi extenders, which you can view by clicking here.
- Log into your modem settings (192.168.1.1 or 192.168.8.1)
- Once logged in, click Wi-Fi Basic Settings on the top bar
- If 2.4GHz is enabled, disable it, and enable 5GHz
- Vice versa if 5GHz is enabled, disable it, and enable 2.4GHz
The last setting that you can adjust is the channel you are using. This is set to AUTO by default. A good option here is to select channels at random until you find the one that works best for you. You will see the 'channels' underneath the 2.4GHz and 5GHz selection by clicking 'Advanced', than choosing the 'Channel' drop-down menu.
- Click 'Advanced' in the tool bar at the top.
- On the left hand side select 'Wi-Fi'.
- Next select 'Wi-Fi advanced settings'.
- You will see that the channel is set to 'auto'.
- Using the drop-down, select the desired channel.
Other things to consider:
- It’s always good to check your message inbox while in the router homepage. Updates are sent from time to time, and these notifications will be inside your inbox. Navigate to 'advanced' and the updates will be on the left-hand side. (You might have heard of spend alerts. You will find these and other communications from Three in 'tools'.)
- We recommend that you update your SIM card at least every 18 months to 2 years. The SIM is a piece of technology and can sometimes become faulty over time. If you haven’t updated yours in a while, order a new SIM by clicking here.
- We can’t eliminate a fault with your router from our side. One way to check this out yourself is to use your broadband SIM in a different device. If the connection works fine in the other device, then all signs point to a problem with the router! You might be able to avail of a repair or upgrade, which you can read more about by clicking here.
- Don't rule out a PC or laptop problem. Have you checked your RAM for example? Do you have enough? Do you have too many open apps? When was the last time you updated the device? When was the last time you powered off your desktop/laptop fully? Have you cleared your browsing history?
Need more help?
If the above steps haven’t helped, there is a possibility that there is maintenance being carried out in your area, or a fault on the mast that we need to investigate. Please get in touch to let us know that you have tried the above by posting the answers to the below questions in a new 3Community topic:
- Are your friends and neighbours experiencing this problem too?
- When did you start noticing this problem?
- How many bars of coverage do you see, and what letter is beside them? E.g., 3G, 3G+, H, H+, 4G or 4G+
- Is your broadband connection worse at particular times of day or week?
- What type of router are you using and how old is your SIM card?
- Can you do random speed tests at different times of the day?
- Tell us about your general area so we can check out the masts there.
Pop the answers to the above in a new 3Community topic in our broadband section by clicking here. This way, your post is public for all to see, and other members in the same area can join in if they have noticed changes too. With the help of 3Community, the more examples and information that we have to pass onto our technology team will be a huge advantage in identifying the root cause of any faults in the area.
If you have any suggestions on how we can improve this list, visit our Ideas Board, or leave a comment below!
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