topic Re: Unable to connect PC and now my mobile devices to Eero 6Pro in Full Fibre

Unable to connect PC and now my mobile devices to Eero 6Pro

Transcend — Mon, 22 Apr 2024 07:38:17 GMT

!!!!UPDATE 22.4.24

Internet has been dropping out on our android mobile devices and our Amazon Echo devices over the last couple of days, phone reconnects after a few minutes, but Echo devices need a reboot.

We had a stable connection to all devices on our previous set up FTTC using a TalkTalk Sagemcom FAST 5364 router.

FURTHER UPDATE 21.4.24 !!!!!

Now I have no internet to my ethernet connections.

Both my TV and my Sky Q box wont connect via Ethernet.

Both are connected to the Eero 6 Pro router via ethernet but with no internet.

TV notification of connection to local network but not to internet

Can I get rid of this Eero6 Pro router nothing but issues with it?

--------------------------------------------------------------------------------------------------------------------------------

UPDATE:

Since my full fibre installation on Thursday 18th, my mobile devices are dropping out of the Eero gateway, and I can only connect them via the TP-link 2.4GHz Wi-Fi extender I use for my CCTV, at a much lower speed.

I am receiving a Wi-Fi signal via the Eero gateway and the TP link extenders on my PC and my mobiles but with no internet available via the Eero gateway.

I had full fibre installed 18th April, 500mbps with Eero 6 pro; all my devices are working well apart from my PC which connects to the Wi-Fi but with no internet connection.

If I connect my pc to a nearby Wi-Fi extender, my PC connects with internet but only on 2.4ghz and speed of only 27gbps.

Prior to my fibre install, on my previous router (Fast 5364) I was receiving 69mbps on 5ghz.

Any help please?

Thanks in advance

Re: Unable to connect PC to Eero 6Pro

Divsec — Fri, 19 Apr 2024 07:58:50 GMT

Hi @Transcend could you mention the windows version? Also are your drivers up to date

Re: Unable to connect PC to Eero 6Pro

Transcend — Fri, 19 Apr 2024 08:03:45 GMT

Sorry Divsec,

Windows 11, and all drivers updated

Re: Unable to connect PC to Eero 6Pro

Divsec — Fri, 19 Apr 2024 08:15:35 GMT

Thanks Robert that'll help the team, afraid I don't have access to the Eero have an understanding of it's workings.

Your post has been escalated and you should hear soon.

Re: Unable to connect PC to Eero 6Pro

Chris-TalkTalk — Fri, 19 Apr 2024 08:21:17 GMT

Hi Transcend,

I take it that you've tried rebooting the PC?

Chris

Re: Unable to connect PC to Eero 6Pro

Transcend — Fri, 19 Apr 2024 08:44:45 GMT

Yes many time Chris, and the Eero router.

Re: Unable to connect PC to Eero 6Pro

Chris-TalkTalk — Fri, 19 Apr 2024 08:54:55 GMT

OK thanks, if you disconnect the wifi extender does this make any difference?

Chris

Re: Unable to connect PC to Eero 6Pro

Transcend — Fri, 19 Apr 2024 09:09:41 GMT

I disconnected the extender Chris didn't make any difference.

Re: Unable to connect PC to Eero 6Pro

Chris-TalkTalk — Fri, 19 Apr 2024 10:12:17 GMT

OK, thanks for trying. Could you try forgetting the eero and then rescan and re-add it.

Chris

Re: Unable to connect PC to Eero 6Pro

Transcend — Fri, 19 Apr 2024 10:57:09 GMT

I've removed and forgotten the existing Eero sign on and tried again but to no avail.

I was wondering if it had anything to do with my PC's network settings/protocol and what should they be for the Eero 6 Pro?

I can connect on 2.4ghz via wi-fi extender but not 5.0ghz via the Eero gateway.

Re: Unable to connect PC to Eero 6Pro

KeithFrench — Fri, 19 Apr 2024 12:15:07 GMT

What channel is your Eero set to on the 5GHz band? In the app, it is under Radio Analytics.

Re: Unable to connect PC to Eero 6Pro

Transcend — Fri, 19 Apr 2024 14:02:32 GMT

Hi Keith,

Took me a minute or 2 to find Radio Analytics but got them now.

5GHz Low = Channel 42, Control Channel 44, Channel Bandwidth 80MHz

5GHz High = Channel 106, Control Channel 100, Channel Bandwidth 80MHz

These figures mean nothing to me, hope you understand them.

Thanks

Re: Unable to connect PC to Eero 6Pro

KeithFrench — Fri, 19 Apr 2024 14:11:25 GMT

OK, you haven't got the first possibility of channel 155. Assuming your PC is Windows, please open a command prompt as an administrator and in there type this command:-

netsh wlan show wlanreport

The output will lag by about three hours, so please make sure that you try to connect the PC and generate the report just over three hours later. This will create a report & crucially saves some files to the folder:-

C:\ProgramData\Microsoft\Windows\WlanReport

This folder is normally hidden, so to see it just copy & paste the location into the run box (WIN + R keys). Please zip up all of these files and attach them to your reply. To protect your privacy, as soon as I get them, I will delete them from your post. Ideally, I would ask you to PM them to me, but you can't attach files within a PM.

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: Unable to connect PC to Eero 6Pro

Transcend — Sat, 20 Apr 2024 03:39:57 GMT

Hello Chris,

I removed the Eero and re added it still no difference.

Is it possible the new Eero/installation is taking time to settle?

Thanks

Re: Unable to connect PC to Eero 6Pro

Transcend — Sat, 20 Apr 2024 10:06:53 GMT

Hello Keith,

I have attached 4 zip files of my recent WLAN report.

I hope this is what you require.

Thanks

Robert

Re: Unable to connect PC and now my mobile devices to Eero 6Pro

KeithFrench — Sat, 20 Apr 2024 10:26:12 GMT

Hi Robert,

Are you using the latest drivers for this Wi-Fi adapter?

Those files just show what we already know, no internet access most of the time.

Please can you PM me the output from two other netsh commands:-

netsh wlan show drivers

netsh wlan show interface

Hopefully, that might give me a clue.

Re: Unable to connect PC and now my mobile devices to Eero 6Pro

KeithFrench — Sat, 20 Apr 2024 12:30:43 GMT

Further to my previous post, how is this 2.4GHz TP-Link connected to the Eero? This is not the correct way to extend an Eero at all, you should use one or more additional Eero's to form a mesh network.

What happens if you turn off the TP-Link and move this PC closer to the Eero, does it connect there?

Re: Unable to connect PC and now my mobile devices to Eero 6Pro

Transcend — Sat, 20 Apr 2024 12:39:40 GMT

Hi Keith, the TP link was existing for my cctv prior to my full fibre install on the 18th April. I'm only connecting my PC to it wireless as I can't access the Eero gateway on my PC.

I'm still waiting on the 2 netsh commands downloading.

Can you confirm they go to the same location as the previous downloads?

Thanks.

Re: Unable to connect PC and now my mobile devices to Eero 6Pro

KeithFrench — Sat, 20 Apr 2024 13:51:44 GMT

I am not sure what you mean by you are waiting for the netsh commands to download, they should produce the output on your PC almost immediately. Then just copy & paste them into a PM to me.

I would like to know what happens with the TP-Link's turned off & the PC close to the Eero (as a temporary measure), just in case the TP-Link is affecting the Eero in some way.

Re: Unable to connect PC and now my mobile devices to Eero 6Pro

KeithFrench — Sun, 21 Apr 2024 14:00:46 GMT

Having done some diagnostics with the customer via PMs, the problem is IP address related. The network adapter in the PC does connect with the Eero or extender, but does not have any internet access. It looks like this is down to the failure of the IP address allocation and Windows assigns an APIPA IP address starting with 169. I can take this further if the customer wants to, but he has decided to order a new WiFi adapter for the PC.