Eero 6 updated overnight and now issues with 2.4 ghz devices

[phils5887]

My eero 6 updated last night and all my 2.4 hz devices have stopped working. 

I managed after lots of messing to get some things back on but the 2.4 still keeps dropping. Ive tried turning ipv6 on and off.  Legacy mode and pausing 5hz. I think its now a router issue? 

Ive tried multiple resets both hard and via the app. 

Before the update everything seemed ok but some of the 2.4hz devices did disconnect on and off on a dsily basis.

My ring camera won't connect at all even when pausing the 5hz.

Do you have any idea?

Thank you

[phils5887]

HI Michelle 

Ive refitted the eero. A lot of the devices came back online but i had to manually reset and add the reolink camera and another camera cam720. When i plug in the old one i never have to so this. They seem to be up again. But this happened yesterday and they then dropped off?

I cant understand how the eero is so bad with 2.4 ghz devices. 

Kind regards 

[Michelle-TalkTalk]

Hi Phil,

I've received an update to advise that eero have manually adjusted the channel to avoid interference. Would you mind retesting please and let us know if there is any improvement?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Phil,

Thanks for confirming and I will let you know as soon as the team come back to me.

Thanks

Michelle

[phils5887]

 Hi Michelle 

Im not too sure if it updated again, i thought i was on 7.3.0 software yesterday.  The devices dropped off at different times. The ring camera went down just after midnight and i think the updates occur around 3am? 

I have no drama when using an old router although very poor signal. The eero meshes through my amazon alexas giving great speed/coverage on the 5ghz band. 

There is definitely something up with the eero since the recent updates.

Looking forward to hearing from you 

Kind regards Phil

[Michelle-TalkTalk]

Hi Phil,

Thanks for your PM and I'm sorry to hear this. I've passed this back to our Devices Team again. Can I just confirm, has the firmware/software version changed on the eero again?

Michelle

[Michelle-TalkTalk]

Hi Phil,

Thank you for the update and I've let our Devices Manager know now.

Michelle 🙂

[phils5887]

Hi Michelle

Thanks for the message.

The eero has updated again last night to another software version.

Since the update it is now working on 2.4 ghz.

The device is currently plugged in but it wasnt for a period due to it not working.

Thank you for all your help and assistance much appreciated 

[Michelle-TalkTalk]

Hi Phil,

The team have asked us to confirm if your eero is currently online at the moment please?

Thanks

Michelle

[phils5887]

That's brilliant thank you very much 😊 

[Michelle-TalkTalk]

Hi Phil,

Thank you 🙂 I've raised this over to our Devices Manager for investigation now and will post back as soon as I have an update.

Thanks

Michelle

[phils5887]

Good morning Michelle 

Thanks for the reply.

I have updated the account details.

I hope this helps.

Looking forward to hearing from you 

Phil

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• 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

[phils5887]

Hi Keith

Thank you.

That will be much appreciated.

[KeithFrench]

TalkTalk will have to investigate this, there is nothing I can do as a customer & it has only happened since this update. I will escalate this to them now, for when they return tomorrow.