Eero 6 Router Wifi Drop-Out Issues

[JoeBullen]

I am having a few issues since I have updated my internet connection and started using this new router.

There are now several areas in my house where I now lose the wifi connection on my devices where I never used to with my previous router.

@KeithFrench can you help?

[Michelle-TalkTalk]

Morning Joe,

Thanks @KeithFrench  I've passed this over to our Devices Team now.

Michelle

[KeithFrench]

Hi @Michelle-TalkTalk 

This is another Eero with the 5GHz band stuck on channel 155. Please can you pass this over to your Devices team for the fix to be applied?

Hi @JoeBullen 

With the Bank Holiday on Monday, it is unlikely that anything will happen now until Tuesday.

[KeithFrench]

I will PM you a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it. Collect the screenshots that I require and include them in your reply. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.

[KeithFrench]

Hi @JoeBullen 

No problem. 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.

Whilst the Eero is supposed to manage Wi-Fi interference, if this is very bad, particularly in the 2.4GHz band, then it cannot do anything about it, no router can. The same goes for any router at that point. Other things that may then need to be investigated are its location within your property and the WiFi bands that you use. It is possible that you may also need to purchase additional Eero nodes as it is supposed to operate as part of a mesh system. I can help with any of this. However, I would suggest that you follow my help to find out what the root cause of the problem is, before throwing money at 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.

[JoeBullen]

Hi Michelle,

I have one Eero 6 router which has replaced the Huawei Talk Talk router I had for my previous internet connection.

The Eero 6 router is in the same place as the previous router (downstairs in the living room) which had no problems connecting to portable devices when I moved around the house upstairs in the bathroom or outside in the garage.

[JoeBullen]

Hi Keith,

Thank you for getting back to me.

No, you haven’t sent me anything yet.

Do you need my email address or are you able to send it through this forum?

[KeithFrench]

Yes sure, did I send you my guide, if so, can you get me a fresh set of screenshots?

[Michelle-TalkTalk]

Hi Joe,

I'm sorry to hear this. How many eeros do you have? How far are the devices from the eero please?

Thanks

Michelle