topic Re: eero 5GHz channel problem... in Full Fibre

eero 5GHz channel problem...

JacekJ — Tue, 28 Nov 2023 17:02:12 GMT

Hello,

I have a problem already mentioned here in the community forums..

My eero router is set to channel 155 on the 5GHz WiFi band..

I called talk talk support, I called eero support, and I talked with someone on the chat,

but everyone said they can't help me. The eero support just passed my problem as feature request

(to be able to change the WiFi channel using the app)

But in the meantime some of my devices use the 2.4GHz and can't get the full WiFi speed because of that.

So is there any one here who can help with that or do I need to buy myself a router?

Please help!

Re: eero 5GHz channel problem...

JacekJ — Tue, 28 Nov 2023 17:54:26 GMT

@Anonymous - I've noticed you were involved in similar issues here and here

do you think you can help me with mine? 🙂

Re: eero 5GHz channel problem...

JacekJ — Tue, 28 Nov 2023 17:57:14 GMT

5GHz radio analytics page from eero appThis is a 24h statistic from the eero app about 5GHz WiFi - it is barely used...

Re: eero 5GHz channel problem...

KeithFrench — Tue, 28 Nov 2023 21:55:33 GMT

This is a known problem. I have asked one of TalkTalk's support to pick your thread up and sort it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: eero 5GHz channel problem...

Anonymous — Wed, 29 Nov 2023 07:59:59 GMT

Hello,

I'm sorry to hear this and we can pass this over to our Devices Manager to resolve.

Can you please update your community profile to include your:

Name
TalkTalk Telephone number/Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: eero 5GHz channel problem...

JacekJ — Wed, 29 Nov 2023 08:37:21 GMT

OK, I hope I'm posting this in the right place, but my information in my profile is up to date (including ONT serial number)

I found further that this problem might be fixed (if changing the channel is not possible) by changing the router to eero pro (explained here)

Either way this is kind of urgent for us, my wife works from home and at the moment her win10 HP laptop is working on 2.4GHz, dropping WiFi connection often (especially when further away from eero router) and disconnecting her VPN which makes it impossible to work for her...

So she's now connected with cable to the only ethernet port on that router in a very inconvenient space... 😕

Also none of our TVs can stream content in a decent quality... 😞

Please help. Thank You!

Re: eero 5GHz channel problem...

KeithFrench — Wed, 29 Nov 2023 08:43:01 GMT

There is a fix available for the model of Eero that you have. It will be the Device's Team that will arrange this for you.

Re: eero 5GHz channel problem...

Anonymous — Wed, 29 Nov 2023 08:58:00 GMT

Hi,

Could you also just add your Account number to the Private Notes section of your Community Profile please. Please do not post any personal information on the Community.

Thanks

Michelle

Re: eero 5GHz channel problem...

JacekJ — Wed, 29 Nov 2023 09:08:51 GMT

In the private notes I have added the serial number of the ONT device. My account number is in the Customer ID field.

I have now added both to the private notes - so the notes have both the s/n of the ONT and my talktalk account number, and the account number is also in the customer id field (is customer id not the same as account number?)...

BTW - this is very confusing, that profile form - we don't have a phone with talk talk, but I still get the number assigned and have to put it in the form? 🙂

Anyway - the number is there (taken from my account dashboard)

And my personal mobile phone number is in the alternative contact number,

My first and last names are there too.

Hope that helps, and thank you for support 🙂

If I misplaced something there or should add / remove something please do let me know.

Re: eero 5GHz channel problem...

Anonymous — Wed, 29 Nov 2023 09:18:58 GMT

Hi again,

Great thank you and apologies for the confusion. I've passed this straight over to our Devices Manager now to ask eero to apply the fix for this particular issue and I will post back here to confirm as soon as this has been completed. Just to set your expectations, this can take a few working days but I'll monitor this for you and will keep you updated here.

Thanks again

Michelle 🙂

Re: eero 5GHz channel problem...

JacekJ — Fri, 08 Dec 2023 14:50:01 GMT

Hello? It's been over a week and no news about our issue... which still persists 😞

We still have slow speeds on WiFi with some devices - this fiber connection is useless this way.

@Anonymous - can you confirm that something is being done about this? I can't imagine we're the only ones with such problem..

Our eero6 updated today to software version 7.1.0-3704 - which gave me hope for a fix, but unfortunately it didn't fix anything..

When can we expect resolution?

Re: eero 5GHz channel problem...

Anonymous — Mon, 11 Dec 2023 06:36:32 GMT

Morning,

I'm really sorry for the delay and I will chase our team for an update now.

Michelle

Re: eero 5GHz channel problem...

Anonymous — Mon, 11 Dec 2023 12:12:59 GMT

Hi,

Our Devices Manager has asked if you could confirm which devices specifically are experiencing this issue at the moment please? (makes and model)

Thanks

Michelle

Re: eero 5GHz channel problem...

JacekJ — Mon, 11 Dec 2023 12:45:44 GMT

Samsung TVs (plural) (QE55QN95A for example)

HP Pavilion Laptop running Windows 10

LG TV (don't remember the model)

Google Chromecast (both HD and 4K models)

The streaming devices are showing content of visibly lower quality (our 4K TV stopped streaming content in 4K due to network speed, we don't even have the luxury of HD at times...)

The streams are buffering more often, and sometimes are just not working.

This is because the 2.4GHz WiFi gives way lower speeds with distance.

And no - we do not live in a fifty-bedroom mansion streaming from hundreds of meters away. It's a semi-detached 2-bedroom house, so a single, non extended WiFi 6 router should do just fine.

I'm giving this list reluctantly, as this topic is well known in this community - by now I read testimonials of multiple customers here that experienced this problem - and thus should be well known to the tech staff.

It seems like an attempt to shift the blame for this to wifi clients.

It is not the device's problem - all of these devices worked perfectly fine connected to an older router from vodafone - back when we had that broadband, before we switched to talktalk.

Unless acquiring the fullfiber from talktalk means that we need to upgrade all our networked equipment - this is not the TVs problem, this is the router config problem.

And still if it were - this should probably be included somewhere in a fine print of your promotional materials.... otherwise this is just broadband, this is just a router, and it is not a big requirement for the router to be backwards compatible with older standards.

We use our broadband connection for work (both me and my wife) and it is absolutely crucial for us that we get the promised quality.

Before we switched our broadband we were approached by talktalk representatives in person and they always assured us of exceptional customer service and connection quality and blah blah blah...

Well it's been over a week now with this TRIVIAL issue.

Yes, it is TRIVIAL to change a channel on a WiFi router.

I appreciate that the staff might be busy - but this is our livelihood we are talking about now, we need this broadband for work - and we're getting by for now working in inconvenient spaces close to the router, connected with the cable to the SINGLE ethernet port that router has, and just ignoring those pixelated shows on our TV screen, but seriously...

How am I supposed to trust you as our provider of such an important service in the future, when an issue this simple is taking so long to fix?

Re: eero 5GHz channel problem...

Anonymous — Tue, 12 Dec 2023 08:23:47 GMT

Hello,

I'm really sorry. They have passed this back to the eero team yesterday and I will post back as soon as I know more.

Thanks

Michelle

Re: eero 5GHz channel problem...

JacekJ — Wed, 13 Dec 2023 21:15:06 GMT

We're now over two weeks in ...

Re: eero 5GHz channel problem...

Anonymous — Thu, 14 Dec 2023 08:19:42 GMT

Hi JacekJ,

Our Devices Manager has said that he hopes to have an update on this today for us.

Thanks

Michelle

Re: eero 5GHz channel problem...

Anonymous — Fri, 15 Dec 2023 08:15:30 GMT

Morning,

The Devices Manager advised me yesterday that a fix was being applied and that they would confirm once it has been fully completed. I'll chase for an update now but have you noticed any changes since yesterday?

Thanks

Michelle

Re: eero 5GHz channel problem...

JacekJ — Fri, 15 Dec 2023 09:13:50 GMT

No changes yet, still on channel 155

Re: eero 5GHz channel problem...

Anonymous — Fri, 15 Dec 2023 11:50:14 GMT

Hi JacekJ,

They have just come back to me to advise that the change has now been implemented. Would you mind retesting again please.

Thanks

Michelle