topic Re: EERo Router keeps glitching , how do I sort this quickly in Full Fibre

EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Mon, 03 Feb 2025 02:19:55 GMT

My router keeps just not working for around 20/30 min periods

3 times in 7 days now.
by the time I get through to someone and they “run the test” they tell me they have “fixed the problem for me”

they clearly haven’t.
How do I get them to send me a router without losing my mind at customer service.
I’ve just had a complaint where they lied to me completely dismissed after 30 days! So how do I get this to happen. Any help greatly appreciated

you can’t label your message with “bad customer service” of course not 🤣

Re: EERo Router keeps glitching , how do I sort this quickly

Anonymous — Mon, 03 Feb 2025 06:22:48 GMT

Do the lights on the ONT change when the glitch happens?

Does the light on the router change when the glitch happens?

Re: EERo Router keeps glitching , how do I sort this quickly

Anonymous — Mon, 03 Feb 2025 07:16:56 GMT

Hello,

Can I check, have you tried resetting the eero and then re-setting it back up again?

Thanks

Michelle

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Mon, 03 Feb 2025 07:27:13 GMT

Yes! It’s the first thing the “technical team” ask when you ring.
it fixes it self eventually. When I restart it works for minutes and then Goes off again. The problem fixes itself after a while. Last night it was around 25 minutes. I restarted it 3 times and gave up. I was in bed when everything started to work again. The lights on the unit that comes into my house remain green

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Mon, 03 Feb 2025 07:29:29 GMT

I’m thinking ONS are the lights on the unit on the wall that the engineer fitted? If so they stay the same three green lights.
the router goes red. If I restart it works for a few seconds and the. Goes off again. The eero light goes solid red.

Re: EERo Router keeps glitching , how do I sort this quickly

Anonymous — Mon, 03 Feb 2025 07:35:35 GMT

Hi,

If you remove the eero and connect a device wired to the ONT does the connection work? This would just help us to confirm if the issue lies with the eero itself and not the actual connection to the property.

Michelle

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Sun, 02 Mar 2025 07:13:05 GMT

So they ONLY reply I get from TalkTalk is have you turned it off and on again! And when I confirm I have done that NUMEROUS times….. nothing! Not a peep!

Re: EERo Router keeps glitching , how do I sort this quickly

Gliwmaeden2 — Sun, 02 Mar 2025 08:00:16 GMT

@DrVMPS, Michelle-Talktalk needed you to reply a month ago to her specific question.

She was trying to eliminate whether the issue was actually with something other than the Eero.

They can't get further without completing the diagnostic process.

There's no point if they send out another Eero but your Internet still doesn't work, so it's best to follow their processes.

Staff will have moved on to help other customers long ago, but I will re-escalate this thread into the queue for their response. They are on here Monday to Friday, so it won't be today.

Meanwhile please respond to the previous question about attaching a device, wired, directly to the ONT.

It will also help if you can complete your community forum profile details for them to identify your account. Go via your avatar; settings; add your Talktalk account number in Personal Information. Scroll down to find the button to SAVE CHANGES.

They may be able to run line tests before following up your reply on Monday if you do that.

Re: EERo Router keeps glitching , how do I sort this quickly

KeithFrench — Sun, 02 Mar 2025 15:42:25 GMT

Hi @DrVMPS

Can you please explain what you mean by this problem of glitching that you mentioned? Are you talking about wireless connections to your eero dropping out, running slow, or is the eero dropping out from the Fibre & ONT? If the latter is the case, you have mentioned the lights on the ONT, but what is the one light showing on the eero?

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Fri, 07 Mar 2025 22:52:49 GMT

I did t reply because I didn’t get a notification and i can only do that when it glitches off again!

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Fri, 07 Mar 2025 22:51:07 GMT

the only time I’m able to do that, is the next time it glitches off.
ill have to try and make sure I have a device and a wire on hand at all times.
I dis t get any notification to say I had a response on this thread

Re: EERo Router keeps glitching , how do I sort this quickly

Gliwmaeden2 — Fri, 07 Mar 2025 23:55:40 GMT

@DrVMPS

In your settings, if you click "subscribe to topics I post to" you'll get a notification. [I don't, because it would clutter up my inbox.]

Also, in the profile area, in the ACTIVITY tab, you can follow the continuation of any thread you've participated in.

Or just keep an eye on the message boards / latest posts.

So it depends how you want to use the forum, but you do need to proactively look out for replies from staff if you have an issue that needs support.

They're not back on here before Monday now.

Re: EERo Router keeps glitching , how do I sort this quickly

KeithFrench — Sat, 08 Mar 2025 13:18:41 GMT

Hi @DrVMPS ,

If we are going to be able to help you, please explain exactly what you mean by glitching, as per my earlier post.

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Sat, 08 Mar 2025 14:26:42 GMT

It just stops working! For around 25/45 mins randomly.
3 light stay on the box coming into my house! The light of the eero goes red!
then low and behold, it’s starts working just as abruptly as it stopped!

Re: EERo Router keeps glitching , how do I sort this quickly

ferguson — Sat, 08 Mar 2025 14:42:36 GMT

Have you tried connecting a wired device directly to the ONT to see if the problem continues, as Michelle suggested over a month ago?

Re: EERo Router keeps glitching , how do I sort this quickly

KeithFrench — Sat, 08 Mar 2025 14:46:26 GMT

The problem then is that the eero is losing connection with the internet. This is not a glitch; it is a fault & requires fixing. Please try as @ferguson has suggested and do what Michelle asked you to do & report back.

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Sat, 08 Mar 2025 14:47:43 GMT

Has I have said THREE times now!
I’ve only just seen that reply! For some incredibly strange reason it’s only appeared since I created a second post!
I will try that the next time it ra dimly decides not to work, when I’m in the house with all the required items to carry this out!

Re: EERo Router keeps glitching , how do I sort this quickly

KeithFrench — Sat, 08 Mar 2025 15:01:56 GMT

Yes, but this is the first time that you have explained the problem, the light on the eero going red intermittently. Have you also tried turning the ONT off for a full thirty minutes?

Re: EERo Router keeps glitching , how do I sort this quickly

DrVMPS — Sat, 08 Mar 2025 16:11:16 GMT

No it’s not!

once the light goes red it stays red! Until it decides to work again.
why are you being so aggressive? As a “fellow customer?”
im not an it expert, I’ve got through Tech support at least 3 times now!
all I’ve been told to do it turn it off and on again!
I was told the issue wasn’t to do with the eero, it just needed to be updated. But this has happened a couple of times since those initial calls! Wasting over 45 minutes of my life to be told “they fixed it” and they can’t do anything more for me!
At no point as tech support told me “next time try….” Despite me asking specifically if I could do something else rather than wasting my life in the phone to people who can do nothing except read a script!

Re: EERo Router keeps glitching , how do I sort this quickly

KeithFrench — Sat, 08 Mar 2025 16:24:41 GMT

I am not being aggressive at all, I have been trying to help you for some time now. I said it was intermittently going red, because it doesn't happen all the time. Then, from what you have said, it clears itself after a while.

This was escalated to TalkTalk's support on here, who do not work to scripts. Michelle, one of their team asked you to try an Ethernet device connected to the ONT & they are waiting for your response. OK, the fault is intermittent, so that is fine, you can't try it until it goes wrong again, I understand that.