EERo Router keeps glitching , how do I sort this quickly

[DrVMPS]

My router keeps just not working for around 20/30 min periods 

3 times in 7 days now. 
by the time I get through to someone and they “run the test” they tell me they have “fixed the problem for me” 

they clearly haven’t. 
How do I get them to send me a router without losing my mind at customer service. 
I’ve just had a complaint where they lied to me completely dismissed after 30 days! So how do I get this to happen. Any help greatly appreciated

you can’t label your message with “bad customer service” of course not 🤣  

[DrVMPS]

So I rang! And guess what I’ve been told. 
if they can’t detect the fault as it’s happening. They won’t do anything! 
so as it takes over half an hour to get though run the test blah de blah… I’m stuck using a tp link repeater as my only option to have reliable internet! 
as I said in a previous post! Worst customer service I’ve known! 

[Philile-TT]

Yep, that is right @KeithFrench. @DrVMPS Please call the full fibre team.  

[KeithFrench]

Then as I said, you will have to contact the full fibre helpdesk.

[DrVMPS]

Hi Keith, 

your reply didn’t come through until after I edited the comment. So it read as though you were saying me plugging into the tp-link repeater and my broadband working was not a valid test as to if the eero was working or not. 
so the chat did us both the dirty there.

i have performed a hard reset etc with no joy it refuses to work until it feels like it regardless. Thank you 

[Philile-TT]

Hi there @DrVMPS I'm sorry to hear that you are having issues with your connection, if @KeithFrench advise did not help you, please call the full fibre team using the number 03451720074.

Opening Hours: 

Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[KeithFrench]

Hi @DrVMPS 

Please don't criticise my advice, because you used the wrong cable.

You have edited your post #24, saying that you used the wrong cable & the TP-Link now works. Before editing, you originally said it didn't work, which is what I was responding to. You said:-

So I’ve finally been a wake and not busy when it’s happened. I’ve plugged my TP-Link repeater directly into the line and it’s not working, so  it’s probably the line into my house?

My response was not a joke at all, merely sensible diagnostics. You described the TP-Link as a repeater, which would not normally have any Ethernet ports to connect to an ONT. You didn't give me a model number, so I couldn't look it up. The eero requires certain settings to work with the ONT.

I agree that this now sounds like an eero issue, not an ONT one, as you first suggested in your post. However, my advice still remains the same: contact the full fibre help desk on the number I gave you. Currently, they are the only people who can issue a replacement.

I assume, of course, that you have tried such things as deleting the network from the eero app (don't delete the eero app). Then perform a hard reset on the eero: with it turned on, press & hold the reset button (underneath if an eero 6) for 30 seconds. You will first see the light turn amber, keep the button pressed until it turns red. Then add it to your eero app, if it is not actually a hardware fault, then this might fix the problem.

[DrVMPS]

Not a valid test! Is that meant to be a joke. 
we don’t have a p.c non of our laptops or tablets have the connector. I plugged in the to link and it supplied WiFi to my home! I plugged the eero back in and it was gone! Clearly the issue is the eero, as I’ve told two talk for about 6 months now! 
thanks for everything though! I suppose this might have shortened the process by 20 months or something!!  

[KeithFrench]

You will, at the moment, probably need to speak to the Full Fibre helpdesk on 0345 172 0074, as the new forum staff do not yet have access to these systems.

Their opening hours are Monday - Saturday 08:00 to 21:00, Sundays 08:00 to 19:00.

[KeithFrench]

That is not a valid test connecting a repeater directly to the ONT. You could try a wired device, such as aPC with an Ethernet connection to the ONT. I can't remember, have you tried turning the ONT, not the eero, off for at least 30 mins?

Still, I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), excluding Bank Holidays, but if more urgent, you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number in the TalkTalk Phone or Account number box and, if possible, an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[DrVMPS]

EDIT: 

I plugged in the wrong cable. The TP-Link 

And it appears to be working fine! So it’s the EERO as I’ve tried to tell the help line 5 or 6 times in the past and no one suggested trying to plug something directly into the main cable supply 

So I’ve finally been a wake and not busy when it’s happened. I’ve plugged my TP-Link repeater directly into the line and it’s not working, so  it’s probably the line into my house?
What do I do next? Can’t run a line test and customer service isn’t open 

 

 

 

[Chris-TalkTalk]

OK, could you keep an eye on it for the next couple of days and let us know if it continues to happen

Chris

[DrVMPS]

It’s been overnight whilst we were asleep the last few times. 

[Chris-TalkTalk]

Hi DrVMPS,

How are you getting on?

Chris

[KeithFrench]

I am not being aggressive at all, I have been trying to help you for some time now. I said it was intermittently going red, because it doesn't happen all the time. Then, from what you have said, it clears itself after a while.

This was escalated to TalkTalk's support on here, who do not work to scripts. Michelle, one of their team asked you to try an Ethernet device connected to the ONT & they are waiting for your response. OK, the fault is intermittent, so that is fine, you can't try it until it goes wrong again, I understand that.

[DrVMPS]

No it’s not!

once the light goes red it stays red! Until it decides to work again. 
why are you being so aggressive? As a “fellow customer?” 
im not an it expert, I’ve got through Tech support at least 3 times now! 
all I’ve been told to do it turn it off and on again! 
I was told the issue wasn’t to do with the eero, it just needed to be updated. But this has happened a couple of times since those initial calls! Wasting over 45 minutes of my life to be told “they fixed it” and they can’t do anything more for me! 
At no point as tech support told me “next time try….” Despite me asking specifically if I could do something else rather than wasting my life in the phone to people who can do nothing except read a script! 

[KeithFrench]

Yes, but this is the first time that you have explained the problem, the light on the eero going red intermittently. Have you also tried turning the ONT off for a full thirty minutes?

[DrVMPS]

Has I have said THREE times now! 
I’ve only just seen that reply! For some incredibly strange reason it’s only appeared since I created a second post! 
I will try that the next time it ra dimly decides not to work, when I’m in the house with all the required items to carry this out! 

[KeithFrench]

The problem then is that the eero is losing connection with the internet. This is not a glitch; it is a fault & requires fixing. Please try as @ferguson has suggested and do what Michelle asked you to do & report back.

[ferguson]

Have you tried connecting a wired device directly to the ONT to see if the problem continues, as Michelle suggested over a month ago? 

[DrVMPS]

It just stops working! For around 25/45 mins randomly. 
3 light stay on the box coming into my house!  The light of the eero goes red! 
then low and behold, it’s starts working just as abruptly as it stopped!