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 🤣  

[KeithFrench]

Hi @DrVMPS ,

If we are going to be able to help you, please explain exactly what you mean by glitching, as per my earlier post.

[Gliwmaeden2]

@DrVMPS 

In your settings, if you click "subscribe to topics I post to" you'll get a notification. [I don't, because it would clutter up my inbox.]

 

Also, in the profile area, in the ACTIVITY tab, you can follow the continuation of any thread you've participated in. 

Or just keep an eye on the message boards / latest posts.

So it depends how you want to use the forum, but you do need to proactively look out for replies from staff if you have an issue that needs support.

They're not back on here before Monday now. 

[DrVMPS]

the only time I’m able to do that, is the next time it glitches off. 
ill have to try and make sure I have a device and a wire on hand at all times. 
I dis t get any notification to say I had a response on this thread

[DrVMPS]

I did t reply because I didn’t get a notification and i can only do that when it glitches off again! 

[KeithFrench]

Hi @DrVMPS 

Can you please explain what you mean by this problem of glitching that you mentioned? Are you talking about wireless connections to your eero dropping out, running slow, or is the eero dropping out from the Fibre & ONT? If the latter is the case, you have mentioned the lights on the ONT, but what is the one light showing on the eero?

[Gliwmaeden2]

@DrVMPS, Michelle-Talktalk needed you to reply a month ago to her specific question.

She was trying to eliminate whether the issue was actually with something other than the Eero.

They can't get further without completing the diagnostic process.

There's no point if they send out another Eero but your Internet still doesn't work, so it's best to follow their processes. 

Staff will have moved on to help other customers long ago, but I will re-escalate this thread into the queue for their response. They are on here Monday to Friday, so it won't be today.

Meanwhile please respond to the previous question about attaching a device, wired, directly to the ONT.

It will also help if you can complete your community forum profile details for them to identify your account. Go via your avatar; settings; add your Talktalk account number in Personal Information. Scroll down to find the button to SAVE CHANGES. 

They may be able to run line tests before following up your reply on Monday if you do that.

[DrVMPS]

So they ONLY reply I get from TalkTalk is have you turned it off and on again! And when I confirm I have done that NUMEROUS times….. nothing! Not a peep! 

[Anonymous]

Hi,

If you remove the eero and connect a device wired to the ONT does the connection work? This would just help us to confirm if the issue lies with the eero itself and not the actual connection to the property.

Michelle

[DrVMPS]

I’m thinking ONS are the lights on the unit on the wall that the engineer fitted? If so they stay the same three green lights. 
the router goes red.  If I restart it works for a few seconds and the. Goes off again. The eero light goes solid red. 

[DrVMPS]

Yes! It’s the first thing the “technical team” ask when you ring. 
it fixes it self eventually. When I restart it works for minutes and then Goes off again. The problem fixes itself after a while. Last night it was around 25 minutes. I restarted it 3 times and gave up. I was in bed when everything started to work again. The lights on the unit that comes into my house remain green 

[Anonymous]

Hello,

Can I check, have you tried resetting the eero and then re-setting it back up again?

Thanks

Michelle

[Anonymous]

Do the lights on the ONT change when the glitch happens? 

Does the light on the router change when the glitch happens?