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. 

[KeithFrench]

Hi @CarolineAK 

If you do need further help, then please let me know.

[amahle-TT]

I am glad to hear that the issue has been resolved, should you require further assistance please do not hesitate to reach out to us again.

 Have a good afternoon and take care:)

[CarolineAK]

No thanks, the issue was resolved but  I know there was at least one message in my private messages which are now lost as I had to set it all up again. Possibly it was from @KeithFrench 

[amahle-TT]

Hi there @CarolineAK,  I am sorry to hear this. Please confirm if you  require further assistance.

[CarolineAK]

Just to say that subsequent to this I was locked out of my account due to using my talktalk email address (you would not believe it!) and I think there was a further message I could not access. It has taken making a complaint, and then using Resolver and five weeks to get back in (a whole other issue) as the email address had to be changed (no explanation why), so now I have lost the reply on my CarolineK5 messages and indeed all the messages in there.

If someone on this thread has sent a message to me and not got a response that is why and I was not ignoring you!

thank you!

[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