topic Re: Eero 6 5Ghz channel not compatible in Full Fibre

Eero 6 5Ghz channel not compatible

magames — Sun, 22 Oct 2023 10:12:19 GMT

Hello,

I got an Eero 6 router a month ago with Full Fibre 150 and the router is only using Channel 155 for the 5GHz band, so most of my 5Ghz devices (Chromecast, Samsung TV) are not compatible with that very high channel. Therefore they have to use the 2.4Ghz band, resulting in a very slow internet connection (50MB/s), I cannot stream any 4K content, which it is very annoying.

Eero 6 does not allow to change the channel configuration. I never had this issue with my previous TalkTalk routers.

I attach some screenshots that show my problem

Channel 155 5GHz bandSamsung TV only 2.4 GHzGoogle TV only 2.4 GHz

Other customers are reporting the same issue:

https://community.talktalk.co.uk/t5/Full-Fibre/Slow-wifi-and-no-5Ghz-from-Eero-6/td-p/2993918

https://community.talktalk.co.uk/t5/Full-Fibre/Eero-6-is-junk/m-p/2982641

https://community.talktalk.co.uk/t5/Fibre/eero-6-5Ghz-wifi-is-terrible/td-p/2824911

As some people has suggested, the Eero 6 Pro is tri-band and has both high and low 5GHz frequency's as well as the 2.4GHz and fixes this particular problem.

Is is possible to get a different router that allow me to use a lower channel for the 5GHz band?

Thank you in advance.

Re: Eero 6 5Ghz channel not compatible

KeithFrench — Sun, 22 Oct 2023 12:13:06 GMT

Is it running firmware V6.16.04?

The problem is that only the most modern high-specification WiFi 6 or 6E network adapters support this channel. It has no effect putting the Eero in Legacy mode either, that doesn't work.

I first saw this last week & I have raised this to TalkTalk & they have put it in the hands of Eero's support. We are waiting on a resolution from them. I will now add you to the list of customers with this issue that I have escalated to TalkTalk.

Re: Eero 6 5Ghz channel not compatible

magames — Sun, 22 Oct 2023 14:19:52 GMT

Thanks for your reply Keith, I could see you are supporting few other posts with the same issue.

Yes, router is running firmware V6.16.4 (latest available).

I think the only issue is the lack of options to change the channels on the router. Setting them manually to channels 36-44 would fix everyone issues. With the current Eero 6 router stuck at channel 155, 5GHz band is very restricted and most of my devices cannot get the speed I contracted. As I mentioned, I cannot stream 4K content on Netflix or Disney+ without interruptions, since my TVs cannot connect to 5GHz - Channel 155

Re: Eero 6 5Ghz channel not compatible

KeithFrench — Sun, 22 Oct 2023 14:28:43 GMT

Hi @magames

I totally agree with everything you say. I have passed all of your comments over to TalkTalk and they should inform you of the latest situation hopefully tomorrow.

Re: Eero 6 5Ghz channel not compatible

Debbie-TalkTalk — Mon, 23 Oct 2023 07:47:09 GMT

Thanks @KeithFrench

Hi magames

Sorry for the delay.

I've asked our Devices Team for an update and I will post back as soon as I have further information.

Re: Eero 6 5Ghz channel not compatible

magames — Mon, 23 Oct 2023 16:34:26 GMT

Thanks Debbie, please let me know if you get a reply from the Devices team and what TalkTalk can do in order to fix this issue

Re: Eero 6 5Ghz channel not compatible

Anonymous — Tue, 24 Oct 2023 05:39:35 GMT

Hi magames,

I'm sorry for the delay. Our Product Manager has asked us to confirm which devices specifically are experiencing this issue. Is it just the Samsung TV and the Chromecast? Do all other devices connect ok?

Thanks

Michelle

Re: Eero 6 5Ghz channel not compatible

magames — Tue, 24 Oct 2023 06:09:18 GMT

Hello Michelle,

The issue is affecting my 3 TVs at home:

Samsung TV 4K S90c
Google Chromecast 4K with Google TV
LG NanoCell 4K TV

All of them are running with its latest firmware and are compatible with 5GHz band. In fact, I never had this issue with my previous router (TalkTalk Wi-Fi Hub 2).

As I mentioned, none of these devices can connect to the 5GHz band since the Eero 6 is stuck at channel 155 (band 5GHz) and most of the media devices in the market are not compatible with this channel. I cannot stream any 4K content without connection issues. More users in this forum are reporting exactly the same issue with their devices and the Eero 6 router.

Regards

Re: Eero 6 5Ghz channel not compatible

Anonymous — Tue, 24 Oct 2023 06:11:17 GMT

Morning,

Brilliant, thank you. I will pass this straight over now.

Thanks

Michelle

Re: Eero 6 5Ghz channel not compatible

Anonymous — Tue, 24 Oct 2023 06:13:00 GMT

Hi again,

Could you also add your TalkTalk telephone number or Account number to your Community Profile please. Please do not post any personal information on the Community.

Thanks

Michelle

Re: Eero 6 5Ghz channel not compatible

magames — Tue, 24 Oct 2023 06:37:49 GMT

Morning Michelle,

Thanks for your message. My TalkTalk account number should be added now in my Community Profile. Could you kindly confirm?

Thank you in advance.

Regards

Re: Eero 6 5Ghz channel not compatible

Anonymous — Tue, 24 Oct 2023 06:49:55 GMT

Hello,

Thank you. I'll post back as soon as they come back to me with an update.

Thanks

Michelle

Re: Eero 6 5Ghz channel not compatible

magames — Wed, 25 Oct 2023 11:55:45 GMT

Good afternoon Michelle,

Hope you are very well today.

Have you received any update from the Devices manager?

Thank you in advance.

Re: Eero 6 5Ghz channel not compatible

Debbie-TalkTalk — Wed, 25 Oct 2023 12:02:33 GMT

Hi magames

I've requested an update and I will post back here as soon as I receive further information.

Thanks

Re: Eero 6 5Ghz channel not compatible

magames — Wed, 25 Oct 2023 12:03:51 GMT

Thank you very much Debbie

Re: Eero 6 5Ghz channel not compatible

Debbie-TalkTalk — Wed, 25 Oct 2023 12:04:24 GMT

Hi magames

No problem 🙂

Re: Eero 6 5Ghz channel not compatible

Debbie-TalkTalk — Wed, 25 Oct 2023 12:53:12 GMT

Hi magames

Our Devices Team have advised that this has been escalated to eero and we should hopefully have further updates by Friday afternoon.

Thanks

Re: Eero 6 5Ghz channel not compatible

magames — Wed, 25 Oct 2023 18:04:09 GMT

Hi Debbie,

Thanks for the update!

Re: Eero 6 5Ghz channel not compatible

Anonymous — Thu, 26 Oct 2023 05:47:02 GMT

Morning magames,

No problem, hopefully we'll have a solution soon.

Thanks

Michelle

Re: Eero 6 5Ghz channel not compatible

magames — Fri, 27 Oct 2023 15:26:19 GMT

Good afternoon Michelle,

Have you received any update?

Kind regards