no broadband service - eero router red light

[dkhalai]

Hi

Since Thurs pm I've been experiencing problems with my broadband service. I.e. no broadband service 

I've tried the below since the BT Engineer "fixed" issue yesterday but same problem:

- unplugged everything off and on

- hard reset the eero router

can you help me please?

thanks 

Dilip

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and thanks for letting us know 🙂

Thanks 🙂

[dkhalai]

Morning Michelle,

I monitored the WiFi connection yesterday and is seems to be working now!

Thank you for your help and followup today - much appreciated! 🙂

regards

Dilip

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[dkhalai]

Hi

I have the TalkTalk Super Router so I can try that tonight to see if it connects.

thanks

[Michelle-TalkTalk]

Hello,

If the connection is still working at the ONT then it sounds like it could be related to the eero. What model of TalkTalk router do you have please? Have you tried connecting this?

Thanks

[dkhalai]

Hi Michelle,

I have only 1 eero router (plus my old broadband talktalk router).

I've hard reset eero and re added it on my App.

I've noticed after this reset the WiFi connection is up and down and very slow when it's up across all my devices.

Can I plug in my old router to confirm if its an issue with the router or WiFi signal from the eero router?

thanks

Dilip

[Michelle-TalkTalk]

Hello,

I'm sorry to hear that but thanks for trying this. How many eeros do you have? When you reset the eero did you also set it back up in the app? I've included a Help Guide below which has a full video on all the steps that need to be completed to set this back up again. The video is at the very bottom under resetting your eero.

Setting up your eero | Future Fibre | TalkTalk Help & Support

Thanks

[dkhalai]

Hi Michelle 

Apologise, after hard reset the eero. the Router still shows red light intermittently:-(

regards

Dilip

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Have you tried factory resetting the eero and then reset it up again?

Thanks

[dkhalai]

Hi Michelle,

I've removed the eero and connected my laptop directly to the ONT and it works!

Could this mean a problem with the Eero Router?

regards 

Dilip

[Michelle-TalkTalk]

Hi,

Can I just confirm, if you remove the eero and connect wired directly at the ONT are you then able to connect?

Thanks

[dkhalai]

Hi Michelle,

Thanks for the prompt reply!

I logged a support call with TalkTalk over the phone and the BT Engineer apparently fixed the issue from the local exchange outside my house.

There are 3 green lights on the ONT Modem and the Eero Router light flicks from Red to White.

In the meantime, I've been using my mobile network to hotspot to all my devices at home...:-(

The fault ID logged was : REP-12713324

Let me know if you need any other information?

thanks

Dilip

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. What did the Openreach engineer do to resolve this fault? What lights are currently on the ONT box?

Thanks