topic Re: Keep losing Internet and eero light goes red in Full Fibre

Keep losing Internet and eero light goes red

Woody179! — Mon, 14 Oct 2024 18:28:58 GMT

Hi,

I keep losing my internet connection, the eero light goes red. This happened about a half a dozen times on Saturday 12th October and then happened once again today (14th October), each time it has happened all 3 lights on the ont have been green. The first 3 times it happened on the Saturday, rebooting the eero restored connectivity, the last 3 resulted in me having to power down the ont for 30 minutes. Today it has happened again, but this time restarting the eero worked.

I only went live with full fibre on August 2nd and until October 12th everything was fine, does this indicate a fault with my fibre connection or a problem with the eero?

Re: Keep losing Internet and eero light goes red

Anonymous — Tue, 15 Oct 2024 05:58:22 GMT

Morning,

I'm sorry to hear this. I've run a test on your line now which is clear and I can see 1 re-connection on the line. Are all the cables connected securely to the eero and the ONT? If this is still happening then I think we should send a replacement eero for testing purposes to rule this out.

Thanks

Michelle

Re: Keep losing Internet and eero light goes red

Woody179! — Tue, 15 Oct 2024 10:17:03 GMT

Good morning Michelle,

A new eero to test if it solves the problem would be brilliant, I did get the red light and no internet again last night twice, but restarting the eero solved the problem each time. I have checked and all cables are secure.

Thanks,

Paul

Re: Keep losing Internet and eero light goes red

Chris-TalkTalk — Tue, 15 Oct 2024 10:50:26 GMT

Hi Paul,

I've ordered the replacement eero, it should be delivered within 5 working days

Chris

Re: Keep losing Internet and eero light goes red

Woody179! — Tue, 15 Oct 2024 11:46:56 GMT

Thank you Chris, I've received an email detailing the order but noticed it said that I had added Total Home Wi-Fi included - 24M contact. I was on an 18 month contract, I'm not planning on leaving TalkTalk as I've always had good service in the last 20+ years so I'm not really bothered about this, but if it has increased to 24 months, is it the same price?

Thanks,

Paul

Re: Keep losing Internet and eero light goes red

Chris-TalkTalk — Tue, 15 Oct 2024 11:49:36 GMT

Hi Paul,

I would just ignore that, it's an automated email that's sent out everytime we ordered an eero, apologies for any confusion

Chris

Re: Keep losing Internet and eero light goes red

Woody179! — Tue, 15 Oct 2024 11:59:14 GMT

Thanks Chris

Re: Keep losing Internet and eero light goes red

Chris-TalkTalk — Tue, 15 Oct 2024 11:59:43 GMT

No problem 🙂

Re: Keep losing Internet and eero light goes red

Woody179! — Wed, 16 Oct 2024 13:32:15 GMT

New eero arrived today and now installed, will leave it a few days before returning the old unit to see if this cures the problem.

Thank you for your help

Paul

Re: Keep losing Internet and eero light goes red

Debbie-TalkTalk — Wed, 16 Oct 2024 13:33:09 GMT

Hi Paul

That's great, we will check in again with you on Friday to see how you are getting on.

Thanks

Debbie

Re: Keep losing Internet and eero light goes red

Woody179! — Wed, 16 Oct 2024 16:21:40 GMT

Hi Debbie,

Unfortunately the problem still persists, no internet and red light at approx 1600 today, 3 green lights on the ont though, restarting the eero didn't get rid of the red light, had to power off the ont for approx 20 minutes, restart it and then the eero to get the broadband working again.

Paul

Re: Keep losing Internet and eero light goes red

Chris-TalkTalk — Thu, 17 Oct 2024 06:20:30 GMT

Hi Paul,

Just to confirm, did you use the cables supplied with the new eero?

Chris

Re: Keep losing Internet and eero light goes red

Woody179! — Thu, 17 Oct 2024 10:35:19 GMT

Hi Chris,

I didn't use the supplied Ethernet cable as it's not long enough to reach the ont where the eero is for best wi-fi signal - the eero is on the desk whilst the ont is at the other side of the desk and under it and it needs to be about 2.5 metre long. I noticed that there was an update available for the eero so I did that last night and since then I have had no disconnections. I have also just bought a new 3m Ethernet cable that I will try if I have any further problems.

I'll see what happens over the next few days.

Paul

Re: Keep losing Internet and eero light goes red

Chris-TalkTalk — Thu, 17 Oct 2024 10:37:56 GMT

OK Paul, just let us know if you need any further assistance

Chris

Re: Keep losing Internet and eero light goes red

Woody179! — Mon, 21 Oct 2024 10:14:22 GMT

Hi Chris,

The eero and internet have been working fine since Friday night (18th October), so hopefully all is well again. I will post the old eero back to you tomorrow morning.

On Friday night, the red light on the eero came on again and I had no internet, I switched both eeros off along with the ont and all my network switches for 40 minutes, switching the ont on again, then the network switches and the main eero plus the secondary one after each unit had booted up, since then everything seems to be working fine.

Paul

Re: Keep losing Internet and eero light goes red

Karl-TalkTalk — Mon, 21 Oct 2024 11:49:42 GMT

Glad to hear that the eero's are working fine now, any issues, just post back here.

Regards,

Karl.

Re: Keep losing Internet and eero light goes red

Woody179! — Tue, 22 Oct 2024 09:00:09 GMT

Hi Karl,

Unfortunately, it happened again last night, red light and no internet. I've put the original eero back into service and will return the test one as the problem has to be somewhere else. Could it be a problem with the ont or an Openreach cabling issue? It did work fine for 2 months.

Regards,

Paul

Re: Keep losing Internet and eero light goes red

Anonymous — Tue, 22 Oct 2024 09:47:48 GMT

Good morning,

I'm really sorry to hear this. I've raised the fault over to Openreach for further investigation. Could you also provide a few days availability AM (8-1) and PM (1-6) just incase an engineer visit to the property is required. Could you also confirm that you accept potential engineer charges if the fault is located on your own equipment or no fault is found.

Thanks

Michelle

Re: Keep losing Internet and eero light goes red

Woody179! — Tue, 22 Oct 2024 10:35:25 GMT

Hi Michelle,

Thank you for your message, I'm not sure about accepting charges, especially as this extremely annoying problem is intermittent. For 2 months after changing from FTTC to FTTP, everything was fine - there is obviously an intermittent problem, but if the engineer comes and finds everything working, does that mean I am charged despite the fact that the system could fail as soon as the engineer has gone, As for my equipment, its been working for 2 months, I've checked and isolated everything so I really can't see my equipment is at fault.

The days I am available are as follows :-

23 to 25th October anytime

28 & 30th October afternoon

31 st October and 1st November anytime

Regards,

Paul

Re: Keep losing Internet and eero light goes red

Anonymous — Tue, 22 Oct 2024 11:50:14 GMT

Hi Paul,

I've checked and Openreach are still investigating the fault at the moment. It looks like it may be related to an external fault. No engineer visit is required at the moment. I'll check again first thing in the morning for another update.

Thanks

Michelle