Eero 6- 5Ghz not working on any device

[ClaudiaP8]

Hi All,

I have had Fibre 150 since May 2023, with no issues. However the past two weeks all my devices especially work laptop and phone cannot connect to the wifi. TalkTalk sent a new Eero 6 to see if that would fix the problem however the issue still persists. The only way I can connect to any wifi is by manually pausing 5ghz and switching to 2.4ghz on the eero app which it only allows you to do at 10mins at a time.

I have read previous threads about the Eero's 5ghz channels being too high, but this is a problem thats has only just happen after working for 10 months fine.

is there any solution to this?

[Chris-TalkTalk]

Hi Claudia,

How are you getting on, is everything still OK?

Chris

[Michelle-TalkTalk]

Hi again,

No problem. I'll check back in at the end of the week just to make sure that everything is still ok.

Thanks

Michelle 🙂

[ClaudiaP8]

Hi Michelle,

Thanks for this, I've reset and now the 5ghz channel is on 42.

thank you for your help.

Claudia 

[Michelle-TalkTalk]

Hi Claudia,

Could you retest again please as this should now be resolved.

Michelle

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I've contacted the team again and asked them to take another look and I will post back again as soon as I know more.

Thanks

Michelle

[ClaudiaP8]

Hi Michelle,

It has been perfect over the week however this morning my devices have been dropping connection again, I have checked my radio analytics and it has reverted back to channel 155. Is this not a permanent fix?

Thanks

Claudia 

[Michelle-TalkTalk]

Hi Claudia,

How has your connection been over the last few days?

Michelle

[Michelle-TalkTalk]

Hi Claudia,

I'm sorry for the delay and thanks for the update. Are your devices now able to connect ok since this change?

Thanks

Michelle

[ClaudiaP8]

Hi,

I have just checked my analytics this morning and the channel has changed to 58 and 52

Thanks

Claudia 

[ClaudiaP8]

Hi Michelle,

Is there any updates as I still have no internet on my major devices.

Thanks

Claudia 

[Michelle-TalkTalk]

Morning Claudia,

Apologies, the devices manager has confirmed that it has been escalated and I'm just waiting for the fix to be applied. I'm hoping that I'll know more today at some point.

Thanks

Michelle

[ClaudiaP8]

Hi Michelle,

My radio analytics is still showing channel 155 but the control channel is now 149, but internet is still struggling on my main devices.

Thanks

Claudia 

[Michelle-TalkTalk]

Hi Claudia,

I've chased the team for an update on this now.

Thanks

Michelle

[Michelle-TalkTalk]

Morning Claudia,

No update as yet. If I don't hear anymore by the end of today then I will chase the team for an update.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I've escalated this over to our Devices Manager now and have asked them to apply the fix. I will post back here to confirm once this has been applied.

Thanks

Michelle

[ClaudiaP8]

Thanks for that Keith- Will do!

[KeithFrench]

Hi @ClaudiaP8 

Yes, those are the problem channels. I'll ask TalkTalk to apply the fix for this to your Eero.

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[ClaudiaP8]

Hi Keith,

Thanks for coming back to me, the radio analytics says Channel 155 with a control channel of 153.

Thanks

Claudia 

[KeithFrench]

There is a known problem where the Eero does not stop working on its 5GHz band, but it starts using a channel that is not supported on the majority of devices. Please can you check in the Eero app under Radio Analytics and tell me what channel it is using in the 5GHz band?