NR5111 Open Market purchase with locked Provider Firmware (ACOZ.0b5) and Wi-Fi/App Bugs

ferro_wall

Hello Zyxel Community,I am writing to seek assistance with my Zyxel NR5111 router. I purchased this device from an open-market reseller in Germany, believing it to be a standard non-branded unit. However, after some monts, I realized the router is locked on a specific provider's firmware branch. Here are my current system details:

• Model: Zyxel NR5111
• Current Firmware Version: V1.00(ACOZ.0)b5

I am trying to use this router in Italy with an Austrian 5G provider named SPUSU (which runs on the WindTre national network). Because of this specific provider-branded firmware, the built-in FOTA (automatic update) system never finds any new releases, and I suspect this regional lock is causing compatibility issues with my Italian SIM, leaving me completely stuck on this version with several frustrating bugs:

1. Wi-Fi Disconnection Bug: After a few days of continuous operation, the Wi-Fi randomly drops and stops accepting connections from any device (even after rebooting the router). The devices show the following error message: "The administrator has disabled the function 'NAME_OF_SSID'". I have already verified that no MAC Address filtering, scheduling, or parent control rules are active.
2. Zyxel App & Speedtest Bug: When using the official Zyxel App, the built-in Speedtest consistently fails or returns false values (such as 0 Mbps download/upload), even though the internet connection is actually up and running fine on connected devices.

I am completely locked out of advanced network configurations and fixes because of this operator-branded firmware. Since I am a legitimate retail customer who accidentally bought a provider-destined unit on the open market, I am kindly asking the Zyxel Staff if it is possible to receive the official Open Market / Generic firmware file (.bin) for the NR5111 to perform a manual upgrade and align the router with the standard baseline.Thank you in advance for your support!

nghiemsonhoang

Have you tried contacting Zyxel support directly to confirm whether they can provide generic firmware for your NR5111? Provider-specific firmware may have compatibility restrictions, and installing firmware from a different branch could potentially brick the router. For the Wi-Fi issue, I’d also check whether the SSID is still enabled in the router’s web interface when the problem occurs. Hopefully Zyxel can confirm the correct firmware and help resolve both bugs.

Space Waves

ferro_wall

Hi, From the logo appearing in the top right corner of the login page, it looks like a distribution branded by Deutsche Telekom. Thanks for the advice; I'll try contacting them, and let's hope they listen to me the way you did!

ferro_wall

Hello everyone. 
As suggested, I tried seeking support from Zyxel Technical Assistance, but I ended up dealing with their virtual assistant, Tobi, who did everything possible to brush me off! Essentially, if you’ve been "scammed," that’s your problem, take it up with the (German) retailer who sold you the router. 
Honestly, I find this political absurd; even though I can prove my good faith, I have the purchase invoice, and the product is still under warranty, but getting hold of the "open market" firmware is like trying to get secrets out of the Pentagon! 
Furthermore, speaking to an actual human being seems practically impossible. 
If any of you can suggest a way out of this, I’d be very grateful.
Otherwise, I’ve learned that Zyxel is definitely a brand to avoid (at least based on how they handle technical support). 
Thanks for your time.