topic Re: 1 device drops connection from Eero once a minute - all others fine in Fibre

1 device drops connection from Eero once a minute - all others fine

Vic_T — Thu, 18 Jan 2024 18:00:49 GMT

Hi there,

I recently upgraded from Fibre 65 to Fibre 150 with 1 Eero.

All my devices connect fine, although when my Windows 11 laptop connects to wi-fi for the first few hours it drops out roughly every 1.5 minutes (monitored using Net uptime monitor) - after a few hours it stabilises but is not perfect.

Can any one suggest a solution?

I have been onto support twice

1) the internet had stabled and they couldn't see an issue
2) when they looked at my Eero account - they said I had too many devices on it and needed to upgrade to full coverage. Which was never mentioned when I bought the service, that I might need to upgrade.

Here's the detail

- I live in a tiny cottage and it's just me using the internet

- i have 9 connected devices
1. laptop

2. phone

3. printer

4, 5, 6. Google home mini's

7. Chromecast

8,9. Smart bulbs

All these are never likely to be used at the same time, but still connected.

I have 2 floors, with most devices downstairs, but one google home upstairs and downstairs

My laptop is bang next to the Eero.

All devices apart from my phone and the printer are connecting via 2.4 GHz - even though I've changed my laptop to 'prefer' 5 GHz

I used the temporary feature to turn the 5Ghz to set-up my smart bulbs.

I'm currently using a wired connection to connect my laptop to the eero.

My previous set-up worked absolutely fine (before the upgrade). I'm so disappointed with the service. I feel like I've been misold the upgrade,

I wonder if it's a laptop problem?

Any help would be greatly appreciated

Thanks

Vic

Re: 1 device drops connection from Eero once a minute - all others fine

Anonymous — Fri, 19 Jan 2024 06:40:20 GMT

Morning,

@KeithFrench - Would you be able to offer any advice on this please?

Thanks

Michelle

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Fri, 19 Jan 2024 08:33:06 GMT

Yes of course I will help @Anonymous. Give me about 30 mins & I should be online.

Re: 1 device drops connection from Eero once a minute - all others fine

Anonymous — Fri, 19 Jan 2024 08:33:57 GMT

Thanks @KeithFrench 🙂

Michelle

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Fri, 19 Jan 2024 09:22:46 GMT

Hi @Vic_T

@Anonymous has asked me to help you with this problem.

I really do not see that this has anything to do with the number of devices you have at all. I think the starting place is to investigate what the laptop believes is the issue & take it from there.

Wait until about three hours after the disconnects have started, then within Windows, start the command prompt with administrator privilege. Now run this command:-

netsh wlan show wlanreport

Wait while this command compiles its output where it will create some files in the folder:-

C:\ProgramData\Microsoft\Windows\WlanReport

Please zip them up and attach them to this thread. As soon as I have them, I will delete them from your post to preserve your privacy. I would normally request that they be sent via a PM, but there is no file attachment facility.

From what I can see the log files created by an Eero are not available to the user at all, although there is a chance that may have changed, not having one myself, I do not know.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Re: 1 device drops connection from Eero once a minute - all others fine

Vic_T — Fri, 19 Jan 2024 09:29:52 GMT

Big thanks Keith.

Will wait till this evening as working on the laptop today and run your suggestion.

Appreciate this - will report back soon!

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Fri, 19 Jan 2024 09:33:23 GMT

No problem.

Re: 1 device drops connection from Eero once a minute - all others fine

Vic_T — Sat, 20 Jan 2024 10:47:24 GMT

Morning,

Attached a few reports here,

1. after a period of being plugged direct into the eero - and it being semi-ok

2. after a few minutes this morning of connecting to the internet for the first time, when it starts disconnecting

Hope you can see what you need from these!

Big ta

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Sat, 20 Jan 2024 10:48:18 GMT

Thanks @Vic_T I have all of those now & have removed your zip file to protect your privacy. I'll look through them & get back to you.

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Sat, 20 Jan 2024 11:00:40 GMT

Hi @Vic_T

The problem is that your Qualcomm QCA9377 802.11ac Wireless Adapter is dropping the connection due to a problem with its driver. There is quite a bit on the internet with people having the same adapter & having similar problems. Is there a later driver on the Dell website (don't rely on Windows Update, the drivers there can be older)?

Just as a precaution, have you stopped Windows power management in Device Manager from disconnecting the adapter:-

Disable Power Management

Re: 1 device drops connection from Eero once a minute - all others fine

Vic_T — Mon, 22 Jan 2024 08:38:49 GMT

Hi Keith,

Big thanks for your reply,

I downloaded what looked like the latest driver from Dell (2023) and installed this

I've also unticked the box you suggested.

This AM it's still disconnecting though - any further suggestions?

Big thanks

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Mon, 22 Jan 2024 09:34:38 GMT

Hi @Vic_T

Please can you get me a fresh set of the netsh output? Thanks.

Re: 1 device drops connection from Eero once a minute - all others fine

Vic_T — Mon, 22 Jan 2024 11:28:59 GMT

Hi Keith,

Taken just now, laptop is currently online via a wired connection.

Big ta

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Mon, 22 Jan 2024 11:32:17 GMT

Thanks @Vic_T

They are all the same, the driver is disconnecting the WiFi card. Perhaps there are more up-to-date drivers on the Qualcomm support site?

Re: 1 device drops connection from Eero once a minute - all others fine

Vic_T — Tue, 23 Jan 2024 09:07:14 GMT

Hi Keith,

Qualcomm don't do driver updates unfortunately, they direct you to the manufacturer.

I've been over to Dell and specifically updated my driver, then went ahead and updated them all https://www.dell.com/support/home/en-us/product-support/product/inspiron-15-5593-laptop/drivers

Still dropping out when it first gets connected.

Any more solutions up your sleeve?

Thanks

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Tue, 23 Jan 2024 10:56:50 GMT

Raise a support case with Dell?

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Wed, 24 Jan 2024 13:09:34 GMT

Hi @Vic_T

Looking into this further & comparing to my PC, the "Disconnected by driver" could also easily mean that Windows has disconnected the connection. However, a normal disconnect would be "Disconnected by user".

Re: 1 device drops connection from Eero once a minute - all others fine

Vic_T — Wed, 24 Jan 2024 16:06:24 GMT

Hi Keith,

Thanks for this.

Can I leave this ticket open, whist I investigate with windows and dell,

Then report back if I have a helpful solution?

Thanks

Re: 1 device drops connection from Eero once a minute - all others fine

Anonymous — Thu, 25 Jan 2024 07:26:50 GMT

Morning,

Please let us know how you get on.

Thanks for your help @KeithFrench 🙂

Michelle

Re: 1 device drops connection from Eero once a minute - all others fine

KeithFrench — Thu, 25 Jan 2024 09:40:46 GMT

Yes, please do @Vic_T, I for one will be very interested to know. I don't suppose you could borrow a USB WiFi adapter & see if that does the same. It might then prove if the issue is with Windows or not.