Laptop not connecting to 5Ghz

[Sunflower5]

Laptop was working fine, then recently it only locked into the 2.4Ghz network band. Rather than using 5Ghz. 

Have tried everything mentioned in a previous post such as changing network preferences etc. 

What was the fix for this?

[Michelle-TalkTalk]

Hello,

Just a quick update to advise that the Devices Manager is still looking into this with eero. I'll let you know as soon as they come back to me.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for retesting. I've raised this back to our Devices Manager and will update you shortly.

Michelle

[Sunflower5]

Hi @Michelle-TalkTalk 

I was checking it yesterday, and the channel numbers had been lowered to double digits only.

Today, I'm checking again, but the 5Ghz channel is back up to high numbers, and the laptop is only connecting to 2.4Ghz.

My phone now is also only connecting to the 2.4Ghz channel.

Channel 155 and Control Channel 149.

Is there a better router that TalkTalk can provide?

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle 🙂

[Michelle-TalkTalk]

Hi @Sunflower5 

Our Devices Manager has just let me know that a change has been made. Would you mind retesting please?

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I'll chase for an update now.

Thanks

Michelle

[Sunflower5]

Hi @Michelle-TalkTalk ,

Is there any update from the devices team? 

[Chris-TalkTalk]

Hi Sunflower5,

As ferguson has said, it's the device connected to the eero being referred to, not the eero itself. We'll let you know when we have any more information

Chris

[Billx]

I don't understand why you are giving Eero a pass. It seems they are like a bull in a china shop, assigning channel 155 without thought, rather than a lower channel, and also not simply allowing the user to set a different channel. Besides not everyone can dispose of their older equipment, to adjust to Eero.

Bill

[ferguson]

It's not the eero as such, it is devices that you currently have which obviously cannot connect in the higher range of the 5GHz band. 

[Sunflower5]

Hi @Karl-TalkTalk 

What counts as an older device? Think I only received my Eero 6 in March/April 2024 of this year.

[Karl-TalkTalk]

Hi

This has been flagged to eero directly and they are working to resolve this in a future update. This only affects some older devices.

Thanks  

Karl. 

[Sunflower5]

Hi @Karl-TalkTalk 

Been reading around the forum a little on this topic and seems like this has been happening to others for around a year or more.

Is this something the Eero 6 Pro can resolve? 

What is talk talk doing about this as it appears to be a recurrent issue with a lot of customers?

[Karl-TalkTalk]

Hi

If the laptop has an ethernet port, you can connect via ethernet.  

The fix itself is applied by Eero directly so our devices teams have logged the case to them.  we are unable to expedite this, but will confirm as soon as they come back to us.

Thanks  

Karl. 

[Sunflower5]

Hi @Michelle-TalkTalk 

Please let me know if this could be expedited in any way. Require to use the laptop for work purposes and are currently unable to. 

It was previously working all this time, which makes it very odd that it has started with this issue now. 

Are you able to send through replacement equipment before this weekend?

Will there be any compensation for this issue? 

[Michelle-TalkTalk]

Morning,

As Keith has advised, unfortunately not, but I will keep you updated as soon as the team come back to me. It can take a few days for the fix to be applied as we have to raise this over to eero.

Thanks

Michelle

[KeithFrench]

Sorry, there isn't. Your only contact with the Devices team is via the TalkTalk staff on this forum, such as @Michelle-TalkTalk.

[Sunflower5]

Hi @Michelle-TalkTalk 

Do you have a contact for the devices team that I would be able to speak with? 

[Michelle-TalkTalk]

Hello again,

Thank you. I've raised this over to our Devices Team now and have asked them to apply the fix. I will post back to confirm as soon as this has been completed.

Thanks

Michelle

[Sunflower5]

Hi @Michelle-TalkTalk 

I've updated the requested info now. 

Thanks for looking into this.