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If you’re running into issues with your mobile broadband, run through the below checklist and get in touch with us if you need anything else. If you need help with your phone service, click here.
Restart your modem, dongle or device
The IT Crowd say it for a reason! Many broadband devices have a small reset button under or near the battery.
Here are the troubleshooting steps for our most common modems and routers :
Huawei B525
Huawei E5577
Huawei E5573
Huawei E5330
Or why not search our Community , or post a question, where the entire Community can help.
Search for a network manually
On your web browser (Internet Explorer, Chrome, Firefox etc) go to 192.168.1.1. Or if you're using the B315 or B525 then use 192.168.8.1 You can log in with admin as the username and password. The option should be under Network Settings, but as each modem has a different dashboard layout, let us know if you have trouble finding it and we'll help you out.
Check the coverage in your area
Go to this link – coverage checker- to see what service we can offer in your area. For broadband, you’ll want to see indoor 3G service at home, or 4G if you have a 4G enabled modem.
Clear your cookies and cache
If websites are slow to load for you, but it looks like the service should be good where you are, you should delete the cookies and cache on your browser. To do this press SHIFT, CTRL and DEL on your keyboard, and then restart the browser.
If the above steps haven’t helped, visit our Broadband Board and ask the Three Community for others experiencing this in your area and what helped them.
We may need to investigate a potential issue in your area. Please get in touch to let us know that you’ve tried the above, and answer the below questions:
Do your friends and neighbours have the same issue in the same area?
Have you moved your router/modem to maximise the signal? 👉 here
Is it worse in the evenings or the same all day?
Did the issue start recently or has it always been like that?
Do you get a particular error message?
What broadband modem/router are you using, and how old is it and the SIM card?
(if modem is quite old it may not be able to keep up with technology upgrades)
If you have any suggestions on how we can improve this list, let us know, and if this post has fixed your issue please click 'Like'!
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