topic Re: Eero won’t connect to active internet in Full Fibre

Eero won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 11:30:12 GMT

TT sent new Eero.. my old hub is working fine! The eero won’t accept incoming internet from my fibre modem. It works if I plug it into my old hub but not when plugged directly into the modem. I managed to register it that way and download updates. I checked my ip is set to dhcp , blab was enabled but I unchecked it and still won’t connect. Tried the chat help but sat there for an hour and got nowhere (appalling). Any ideas ?

Re: Eero won’t connect to active internet

Anonymous — Mon, 16 Sep 2024 11:33:24 GMT

Good afternoon,

I'm sorry to hear this. Was your FTTP connection set up by Openreach or CityFibre please?

Can you please update your community profile to include your:

Name
Telephone number or 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 won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 11:48:16 GMT

Hi Michelle.. I have updated my profile with my account number etc.. note I do not have a landline phone on the landline TT set up. My modem was replaced recently by city fibre.

Re: Eero won’t connect to active internet

Anonymous — Mon, 16 Sep 2024 11:59:51 GMT

Hello,

Thank you, I've found the issue. We would need to make a change to a profile on our side for the eero to work. The wifi hub would no longer connect following this, however the eero should then connect ok. Would you like us to make this change for you now? It can take up to 30 minutes to take effect?

Michelle

Re: Eero won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 12:02:48 GMT

bearing in mind I work from home.. if you are confident this will work ok then yes that is fine. I dont want to lose access completely 🙂

Don

Re: Eero won’t connect to active internet

Anonymous — Mon, 16 Sep 2024 12:12:27 GMT

Hi Don,

There would be a period of down time between the switch so if it could affect you working from home then it might be best calling our Tech Team at an convenient time to do this for you (evenings or weekends). Are you experiencing any issues with the current wifi hub at the moment?

Thanks

Michelle

Re: Eero won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 12:22:22 GMT

thats fine.. I can sit it out.. just go ahead .. the old hub is working fine currently.
Don

Re: Eero won’t connect to active internet

Anonymous — Mon, 16 Sep 2024 12:37:14 GMT

Ok, I'm just making the change now. When you lose connection on the wifi hub then connect the eero please.

Michelle

Re: Eero won’t connect to active internet

Anonymous — Mon, 16 Sep 2024 12:43:58 GMT

Hello again,

Change requested so it should take around 15 minutes to complete. Please let us know if there is no connection by 2pm please?

Michelle

Re: Eero won’t connect to active internet

Anonymous — Mon, 16 Sep 2024 12:58:54 GMT

Hi Don,

How are you getting on?

Michelle

Re: Eero won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 13:49:11 GMT

nightmare ! so it connected.. managed to connect apple tv by forgetting network and reassigning.. worked for 5 minutes. PC woudnt connect, alexa wouldnt connect. Then status back to red. I tried resetting everything - factory reset the Eeero reloaded the app.. still on red.. Crazy.. havent tried using my old hub again which was working perfectly.

Re: Eero won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 14:31:59 GMT

there doesnt seem to be away to actually talk to a person for help.. other than chat which was just crazy when i tried it.

Re: Eero won’t connect to active internet

Donski2003 — Mon, 16 Sep 2024 14:40:55 GMT

My old hub is still working so I have ditched the Eero.. it is obviously not fit for purpose. Hopefully the old hub will continue to work.

Re: Eero won’t connect to active internet

ferguson — Mon, 16 Sep 2024 14:46:34 GMT

The eero needs a different configuration depending on network supplier details, it is "fit for purpose," but it may need tweaking remotely. Sadly, that seems not to have been effective here. Glad to hear that the Hub has got you back online though, feel free to return the eero.

Re: Eero won’t connect to active internet

Anonymous — Tue, 17 Sep 2024 05:33:39 GMT

Hi Don,

I'm sorry to hear that. Just to confirm, the eero connected but certain devices wouldn't connect?

Michelle

Re: Eero won’t connect to active internet

Donski2003 — Tue, 17 Sep 2024 08:28:14 GMT

I did get it to connect to the internet.. constant white light. I re-assigned my Apple tv and got it working ok.. but connection times out back to solid red light. After resetting everything it connected again.. I tried connecting other devices, I am using the same network name and password but nothing else would connect. The connection to the internet then dropped back to solid red light. Fortunately my old hub is working fine so I can continue to work with that. Is there any reason i have to use the Eero? ie: you will stop my old hub from connecting? it works perfectly well.

thanks for you help.. more helpful than the chat box has been 🙂

Re: Eero won’t connect to active internet

Anonymous — Tue, 17 Sep 2024 08:52:14 GMT

Morning Don,

Thanks for confirming. If you'd prefer to use the Wifi Hub instead of the eero then this would be fine, we won't stop the Wifi Hub from working. Please let us know if you do experience any issues.

Michelle 🙂