2.4 ghz device unable to see new eero wifi

[CarolineK5]

I upgraded to full fibre and an eero 6, and have all my devices connected except one. This is a wifi enabled cat flap which was fine on my previous router. However despite trying legacy mode, or disabling 5 ghz it can't see my network and I can't add it using Other. I am in contact with the device's suppliers, but thought it worth asking here if anyone has experienced this or has any ideas? I was also unable to connect it to my laptop via hotspot although the device could see the laptop hotspot and the laptop could see the device. 

[ferguson]

@KeithFrench 

It is annoying that most connected devices of that ilk still run only on 2.4GHz in this day and age. 

[KeithFrench]

Hi @Debbie-TalkTalk @Karl-TalkTalk 

The signal came up in level today as @CarolineK5 said. However, the 2.4GHz was nowhere near as good as it should have been, with no real interference to speak of. Other locations for the eeros are currently being experimented with. It is annoying that the device in question only works in the 2.4GHz band.

[CarolineK5]

@KeithFrench  here are some scenarios so you can see the effect of changes

[CarolineK5]

Hi @KeithFrench files attached

[CarolineK5]

Thank you @KeithFrench I wondered if the app already having the device was causing an issue, but maybe it was environmental and early morning was good for it! I removed the zip file this morning but hopefully you have a copy?

[Debbie-TalkTalk]

Thanks @KeithFrench  🙂

[KeithFrench]

You are very welcome @CarolineK5. I will still look at the trace in a short while and get back to you about it.

I was wondering if you were going to have to do a factory reset on this device to maybe make it forget the WiFi network. Whilst the eero is probably using the same WiFi credentials as the old router, there are parameters such as the BSSID (MAC address of the eero) and the default gateway that change with a new router. However, that was not the case.

[Debbie-TalkTalk]

Morning @CarolineK5 

I'm so glad to hear that this is now working, thanks for letting us know 🙂

Thanks @KeithFrench  for all your help 🙂

Debbie

[CarolineK5]

Well this morning I have managed to connect it, via my device is 2.4 only, and other, so it is now working. I don't know why that didn't work yesterday but it is now.  Thank you very much @KeithFrench @Debbie-TalkTalk  for all your help! 

[CarolineK5]

@KeithFrench file is attached will message you

[CarolineK5]

thank you @KeithFrench OK will move the eero (it is near the cat flap) then take a trace

[KeithFrench]

Hi @CarolineK5 

Ideally, you need to locate the new eero halfway between the first eero & the cat flap. Can you take a fresh WiFi Scanner trace for me, near the cat flap?

[CarolineK5]

Thank you @Debbie-TalkTalk @KeithFrench unfortunately even though the eero is making the wifi stronger the flap still can't see the wifi. I have done all the previous things, paused 5 ghz, legacy mode etc and still it is not there. I am also in contact with the device manufacturers, but I don't know enough about this to be able to know if this is the eero (likely to be something to do with a mesh network and this device) or the developers need to change something. Any suggestions?

[Debbie-TalkTalk]

Hi @CarolineK5 

Apologies, please ignore this email, this will have been sent free of charge.

Please let us know how you get on.

Thanks for your help @KeithFrench 

[CarolineK5]

Thank you I hope so @ferguson 

[ferguson]

I believe that is an auto-generated email and can be disregarded, I am sure Karl will confirm. 

[CarolineK5]

@Karl-TalkTalk I see I am being charged £89 for the additional eero, is this correct? if I had known this would be necessary I would have kept my previous broadband and router. I have been a customer for nearly 20 years.

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[CarolineK5]

Thank you! @Karl-TalkTalk 

[Karl-TalkTalk]

No Problem 🙂

Karl