topic Re: New router eero 6 in Full Fibre

New router eero 6

Canalman — Fri, 22 Nov 2024 11:52:32 GMT

As part of my renewed contract I was offered a new router eero 6 that replaced my sagem one which worked efficiently with my full fibre service. I believed that the eero 6 would provide a faster service but unfortunately it only had two rj45 connections. I needed a digital voice adapter for my phone and because I also use a Hive heating control I had to buy a 4 way ethernet switch. The DVA had to be requested separately which took nearly an hour on the phone. I have yet to check whether I have been charged for delivery. The last straw is that the eero 6 will not connect to my ONT box. I am not the first Talktalk customer to have this problem. Does anyone know how this problem can be solved? In the meantime I will continue with my Sagem device!

Re: New router eero 6

Anonymous — Fri, 22 Nov 2024 13:04:30 GMT

Hello,

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: New router eero 6

KeithFrench — Sun, 01 Dec 2024 22:22:35 GMT

Hi @Canalman

Does CityFibre provide your Full Fibre, if it is, TalkTalk will need to check the fibre profile, otherwise it will not connect at all. Please update your Community Profile as requested by @Anonymous

Re: New router eero 6

Canalman — Mon, 02 Dec 2024 08:41:23 GMT

Community profile fully completed after much searching in the maze. I am with City Fibre but the previous router, Sagem, worked first time straight out of the box.

Re: New router eero 6

KeithFrench — Mon, 02 Dec 2024 09:41:37 GMT

It all depends which profile you are on. Profile T is what you want which will allow both the Sagemcom & eero to work.

Re: New router eero 6

Chris-TalkTalk — Tue, 03 Dec 2024 09:09:31 GMT

Hi Canalman,

You are on the wrong profile, would you like me to change it now?

Chris

Re: New router eero 6

Canalman — Tue, 03 Dec 2024 14:46:49 GMT

Yes please. If I or Talktalk's technical team had understood the issue of profile with Cityfibre, then I would not have wasted the last two weeks. I will also pass on the advice to eero.

Re: New router eero 6

Canalman — Sat, 07 Dec 2024 08:24:40 GMT

Please advise when my profile has been changed. I would like to be able to prove my eero 6 is working.

Re: New router eero 6

Gliwmaeden2 — Sat, 07 Dec 2024 08:48:31 GMT

I'll re-escalate this for you, @Canalman. Staff won't be back on here before Monday, though.

Re: New router eero 6

Chris-TalkTalk — Mon, 09 Dec 2024 08:37:24 GMT

Hi Canalman,

I've requested the profile change, this should complete within about an hour

Chris

Re: New router eero 6

Canalman — Mon, 09 Dec 2024 15:11:56 GMT

Thanks for the advice about profiles. My eero 6 now connects to the internet but its performance is no better than the Sagemcom router and it requires additional hardware to clutter my hallway.

Re: New router eero 6

KeithFrench — Mon, 09 Dec 2024 15:19:22 GMT

Hi @Canalman

Sorry for the length of this post.

One eero on its own is unlikely to provide satisfactory coverage, a second one is often required to operate in a mesh to resolve this issue. However, it is impossible to say if that is the case without you helping me to do an investigation (I do not charge for this - it is free to any TalkTalk customer) of your WiFi network. Where the eero is concerned, its location is everything, so this is probably the first place to start.

These are my recommendations for the best locations for a router, extender mesh nodes and your devices, but obviously, this is not always practical, and a compromise has to be reached. Where Full Fibre is concerned, the router connected to the ONT can easily be moved to a better location via a longer Cat 6 minimum, Ethernet cable.

The general rule is do not keep them in a cupboard, but out in the open and sited as high & centrally within the property. Keep them away from:-

Cordless phone (DECT) base stations
TVs
Loudspeakers & any sub-woofers (including those used with a PC)
Computer monitors
Electrical appliances – they often transmit their own signals that can interfere with Wi-Fi signals.
Bluetooth devices – they operate on the same Wi-Fi frequency as your broadband, which can cause signal problems.
Mirrors – they actually reflect Wi-Fi signals, stopping them from passing through walls and reflecting them back into the room.
Anything containing large amounts of water – things like fish tanks and boilers can absorb Wi-Fi signals like a sponge.
Large metal objects – radiators, for instance, will have the same effect on your Wi-Fi as mirrors. If you have a tower PC case with an internal WiFi card, the metal of the case can block signals to & from the antennae if they are located behind the tower case.
Glass - different types of glass can cause problems for Wi-Fi signals to pass through:-

a) Thick window glass or glazing can block Wi-Fi signals.
b) Low-emissivity (Low-E) windows have a metallic film that can reflect and block Wi-Fi signals more than clear glass.
c) Tinted glass often has a metallic film that can interfere with radio signals.
d) K glass double glazing has a metal vapour coating that can reduce Wi-Fi signal strength by 30-50%.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

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: New router eero 6

Canalman — Tue, 10 Dec 2024 15:51:01 GMT

Thank you for taking the time to give such a detailed response. I think I was aware of some of the issues you raise, but I am severely constrained by the availability of electrical sockets, doorways and floor coverings. This morning however was the last straw with the eero 6. When I came down for breakfast the light on the device was showing red, ie no connection to the internet. I tried the power down/up reset but that didn't work. It just flashed white. Because of other commitments, I needed the internet to work so I resorted to my faithful Sagemcom. Instant success. I have had three weeks of grief with this eero 6 and tomorrow it is being returned along with the DVA.

Re: New router eero 6

Anonymous — Wed, 11 Dec 2024 07:28:01 GMT

Morning,

I'm really sorry to hear this. Is your connection still ok since the Sagemcom router has been connected?

Thanks

Michelle

Re: New router eero 6

Canalman — Wed, 11 Dec 2024 08:13:02 GMT

My Sagemcom router is fine and always has been since I first received full fibre. I believed, wrongly, that the eero 6 would be better. That and the DVA will be returned today.

Re: New router eero 6

Anonymous — Wed, 11 Dec 2024 08:22:07 GMT

Morning,

Ok no problem. Thanks for letting me know.

Michelle

Re: New router eero 6

Canalman — Thu, 12 Dec 2024 08:09:39 GMT

Would you please confirm that I should send the eero 6 and the DVA to "Ingram Returns". I have a suitable bag and label.

Re: New router eero 6

Karl-TalkTalk — Thu, 12 Dec 2024 08:18:42 GMT

Ingram process returns for TalkTalk, so you can use the returns bag for the equipment.

Thanks

Karl.