Eero 6 Weak Wifi Signal

[DavidL44]

Hi, I recently moved to TalkTalk as our neighbourhood got upgraded to fibre. The speed is great (500), when I am sat in the same room as the Eero 6 pro router (which is installed, badly I must say, in the corner of a room in the corner of our house). The moment I leave the room it at least halves (200ish), and when I am in my office it is down to around 50 or so at best, and often wont even connect to my phone. I read elsewhere that @KeithFrench has been amazing in helping others in a similar position to myself, so creating this thread in the hope he, or anyone else, can offer some advice as to how best to resolve the situation. Thank you! 

[Debbie-TalkTalk]

Hi DavidL44

Thanks for the update. When a software update is available for the eero then this should automatically update itself, however it is possible to manually update the software/firmware in the eero settings. I'm glad to hear that this is now working ok for you and thank you for the feedback.

Thanks

[DavidL44]

SOLVED!  Copying you both in for future reference. Thank you both for your help, however it transpires it was none of the below. I did as you suggested Keith but it didn't crack it unfortunately- turns out it was a firmware issue - FOR ANYONE ELSE HAVING THIS PROBLEM THE ONLY SOLUTION IS CALL TALKTALK, DO EVERYTHING YOU CAN TO SPEAK TO SOMEONE IN TECH SUPPORT, THEY REMOTELY UPDATE THE ROUTER'S FIRMWARE, AND IT WORKS. I thought I was losing my mind or doing something wrong, nope, just needed TalkTalk to update their firmware...

Goodness me this should not have been this hard and arguably @Debbie-TalkTalk this should be something you know about I have been round the houses here, but a short call with a very helpful person in TalkTalk tech team are we are up and running. Phew. 

@KeithFrench Keith, thank you for taking the time and trouble to help me I really appreciate it, you are a star. 

[KeithFrench]

Assuming you have everything connected as per my last post, this is the way to delete the entire network, so that you can start again. 

There are two methods to achieve this:-

1. Remove the gateway eero from the app, which also deletes your entire network. In the eero app, find your gateway eero. It should be outlined in blue at the bottom of the main screen. Tap on that eero and tap on Remove eero at the bottom of the next screen.

2. The entire network can be deleted from the app by going to Settings. Tap Advanced settings and tap on Delete your network.

[KeithFrench]

The router (gateway node - the first eero that you have) must connect directly to the ONT via an ethernet cable. The second eero (to be an extender node) only needs to be powered up, nothing else needs to be connected.

Perhaps I have misread your post but you say that the router is not plugged into anything other than the power outlet, which is wrong.

Anyway, I need to give this some more thought, I am thinking in terms of deleting everything & starting again. I have never done that, so I need to research it first.

[DavidL44]

Thanks Keith, to answer your questions;

yes, I did a hard reset on the router as you describe. After attempting to add the unit again for the first time after doing this I get stuck on the registering screen, after I quit and try again I reach the device already registered screen (so I have hard reset multiple times to try with no change in outcome). 

The router itself is just plugged into a power outlet, not an internet cable - my hope was to be able to use this as an extender/mesh system from the current router so that it supplies a greater coverage to my office (the original problem, as the signal in the office from the original router which is connected to the internet is not strong enough in the office on my laptop), maybe I am misunderstanding that the router is capable of doing this (acting as some sort of access point/mesh etc? Apologies for my lack of knowledge). 

And lastly yes, those set up steps are what I have been following with the device so far, with the results I describe in the message below. 

I am not sure if I am hoping for the impossible, that this router device can connect to the original router which is cabled into the internet, and provide the same service with enhanced signal in my office? 

Hopefully I am making some sense and thank you again for your advice. 

[KeithFrench]

Hi @DavidL44 

With the "already registered problem", when you did a reset, was it a hard reset:-

1. Make sure the eero is plugged in 
2. Hold down the reset button for 15 seconds until the eero LED flashes red
3. Release the button
4. After a successful hard reset, the eero LED will flash blue, indicating it's ready to be set up again

Is the Gateway eero connected OK to the ONT via an Ethernet cable? Is the app showing that the internet is online?

Try doing another hard reset on the new eero as above & then try connecting it like this:-

Connect the power to the new eero & turn it on in the desired location (e.g. on a different floor or room). Wait for the light to start flashing blue.

1. From the Home tab, tap the blue plus icon on the top right.

2. Tap Add or Replace eero Devices.

3. Tap Add eero Device.

Follow the setup instructions to complete the installation.

[DavidL44]

Hi Keith, many thanks for your help. So Debbie kindly sent me another router, I am trying to pair/mesh (unsure of terminology, apologies) to the existing router (where the internet is fine, but the signal is not strong enough to reach me in my office).... 

When I go to add it as an additional Eero unit (either through the app finding it automatically or scanning barcode), its says 

'This eero device is already registered. Please have the previous owner remove this eero from their network.'

So I did the factory reset button underneath and try again, but then I get the attached screenshots (the error message and then when I click try again it 'registers' and cant move past that screen), so Im a bit stuck. Debbie was thinking of sending another router, but I might be doing something wrong! 

[KeithFrench]

Hi @Debbie-TalkTalk 

No problems.

Hi @DavidL44 

Perhaps you could let me know what the issue is now that you have an extra eero & what you have tried with Debbie.

[Debbie-TalkTalk]

Hi @DavidL44  and @KeithFrench 

Keith would you be able to offer David some advice on setting up the additional eero Please?

We've been running through some steps in PM.

Thank you 🙂

[KeithFrench]

You're very welcome.

[DavidL44]

Hi Keith, I did indeed - thank you so much for your help. 

[KeithFrench]

Thanks @Debbie-TalkTalk 

@DavidL44 please can you PM Debbie with that additional information that is required?

[Debbie-TalkTalk]

Morning @KeithFrench 

Yes @DavidL44  has replied to my Private Messages. I'm just waiting on some additional information by PM.

[KeithFrench]

Hi @DavidL44 

Did you get the PM from @Debbie-TalkTalk 

[Debbie-TalkTalk]

Hi @DavidL44 

I'm just sending you a Private Message about sending an additional eero.

Thanks

[KeithFrench]

Let me have a chat to TalkTalk tomorrow.

[DavidL44]

Hi Keith, many thanks - just the one, the router that was supplied by TalkTalk (Eero pro 6)... if you need any other info please just let me know! Thanks again. 

[KeithFrench]

Hi @DavidL44 

I just need to know, how many eero Pro 6 units do you have, then I can move things forward for you?

[KeithFrench]

Hi @DavidL44 

Thanks for those screenshots.

It would seem that your 2.4GHz band is likely to be very congested, but the other two should be OK. When you move into another room & the speed drops, which WiFi band does the device report that it is connected to? In the app if you tap on that device it will tell you which eero it is connected to (possibly you only have one) in the Connected to section and the WiFi band is displayed in the Connection section. In that section does it display it as having the full number of bars, if in doubt please PM me a screenshot of that.

How many eero Pro 6s do you have?

[KeithFrench]

Hi @DavidL44 

I have just replied to you in that PM chain. Thanks.