Consistent Packet Loss

[Frederick6]

This has been an off and on longstanding issue, and especially persistent recently. We had a complete outage this afternoon after experiencing unreliable internet throughout the day. I opened a case, but the test found that it's an issue with my router. I followed the steps and unplugged everything for over 20 minutes. Now I have internet, but over 10% packet loss. I've updated the router software, rebooted, etc. I think I just need a new router. It's an eero Pro 6 running v7.72-400. I have these issues over wifi and over ethernet. 

[Debbie-TalkTalk]

Hi @Frederick6 

Apologies this can only be delivered to your home, not for collection.

There will be no charge for the router ordered, please ignore the email you have received.

[Frederick6]

Is there any way for me to pick up the router today? And is there any chance we can get a non-Amazon brand? 

Also, my email says I have a one off charge of £129 for the replacement. Is this a mistake?

[Debbie-TalkTalk]

Hi @Frederick6 

I've ordered you a replacement router, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Frederick6]

The ONT is all solid green lights. The router went full solid red (did this yesterday too), then I rebooted it, went blinking white, now back to solid red. I completely disconnected everything yesterday for over 20 minutes. All the cables are secure. The router software is up to date. We need a new router immediately as we work from home. 

[Michelle-TalkTalk]

Hi,

Thank you. I've run a test on the line which is clear. What lights are currently on the ONT and the eero please? Are all the cables connected securely?

Michelle

[Frederick6]

Ok I've updated that. 

[Michelle-TalkTalk]

Hello,

Could you also add your TalkTalk Telephone or Account number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

[Frederick6]

Hi Michelle

I've updated that info. Our internet is down again today

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone 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