Facetime calls not connecting / going through when connected to EERO

[Stuart-IP]

Hi, 

Becoming increasingly frustrated by my Eero router. 

Whenever I try to make facetime calls, they never go through when I am connected to my home broadband with an Eero router. 

As soon as I turn Wifi off on my phone and use my mobile data, it works straight away, which is leading me to think this is a Talktalk / Eero issue. 

Has anyone had / fixed this issue?

Any tips welcome. 

Thanks

[Debbie-TalkTalk]

Hi @Stuart-IP 

Thanks for confirming.

I will check in with our Devices Team to see if they have received an update from eero.

[Stuart-IP]

Hi Debbie, I have tried this and it has not worked I’m afraid 

[Debbie-TalkTalk]

Hi Stuart-IP

Did you have a chance to try the below?

I'm just wondering, if you switch off mobile data on your phone and then try the facetime call, does it connect then?

[Debbie-TalkTalk]

Hi @Stuart-IP 

Our Devices Team are raising this over to eero for investigation.

I'm just wondering, if you switch off mobile data on your phone and then try the facetime call, does it connect then?

[Debbie-TalkTalk]

Hi @Stuart-IP 

Apologies for this. I will let our Devices Team know.

I will let you know as soon as they come back to me.

[Stuart-IP]

Hi, have just tested again and tried to make a face time call. The call did not go through on WiFi, then again tried on mobile network and went through straight away. Confused as to what it could be 

[fr8ys]

@Stuart-IP thanks for confirming the Eero is now up to date.

Have you retried Facetime and are you still experiencing the same issues, or has the update fixed this?

[Stuart-IP]

HI Debbie, it’s been updated.

[Debbie-TalkTalk]

Hi @Stuart-IP 

Our Devices Team have advised that your eero doesn't have the latest version of firmware, could you try the update on the app again please?

They will also raise this issue over to eero to investigate.

[Stuart-IP]

Hi Debbie, this has been ongoing for some time. Firmware and IOS is always kept up to date.

[Debbie-TalkTalk]

Hi @Stuart-IP 

Our Devices Team have completed some testing and have been unable to detect any issues.

They have asked if you can update the firmware on your eero via the app and ensure that your iphone is up to date and retest?

[Debbie-TalkTalk]

Thanks @Stuart-IP 

We are just doing some testing now. I will post back shortly.

[Stuart-IP]

Hi, I have done this now. thanks

[Debbie-TalkTalk]

Hi @Stuart-IP 

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

[Stuart-IP]

Hi Debbie, as mentioned below, have none of these switched on. Do you have any other suggestions please?

Thanks

[Stuart-IP]

Thanks for the reply. Checked the Eero app and i have none of those switched on, sadly. That would have been a nice easy fix!

[Debbie-TalkTalk]

Hi @Stuart-IP 

I'm sorry to hear this.

Have you tried the suggestions in @fr8ys post?

[fr8ys]

Hi,

I've found the advanced security causes some funny things to happen, such as websites not connecting when ad blocker is on.

I don't know if this is causing your issue or not, but try turning any you may have turned on in the Eero app off one at a time and then retest.

It might help or not!

Let us know if it works or not and if not, staff will look into further for you when they pick up this thread.