Eero pro 6 suddenly stopped working

[Ethan2604]

Hello.

I left my house today and when I came back my eero pro 6 was showing a red light and was unable to connect to internet.

My ONT is showing 3 green lights (Power, PON & LAN - not the LOS so no fault there)

I got in contact with the chat support and follow all of their steps - turning off the ONT for 30 mins (nothing), turning off the router for 30 mins (nothing), trying to connect the ONT directly to PC through Ethernet (nothing shows on PC) - am at a loss as it is very out of the blue that it has stopped working. Confused to say the least as it seems that nothing is working and been left without internet.

Eero is now hard blue light as I’ve been made to delete the network by chat support following hard reset and now cannot recreate the network as the eero 6 pro cannot connect to the internet. 

really would like to get connected again due to work.

thanks

[Michelle-TalkTalk]

Hi Ethan,

I'm sorry to hear this. I can see that a fault has been passed to Openreach and that my colleague has arranged to contact you back. Is this also what you have been advised?

Thanks

Michelle

[Ethan2604]

H Michelle,

that is correct - and shortly after my internet came up and was working for about 2 hours, it has now dropped out again. This is becoming seriously irritating 😂

Ethan

[Michelle-TalkTalk]

Hi Ethan,

I believe that my colleague has now been in contact, is this correct?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Ethan,

I've escalated this over to our Faults Escalation Team now for investigation and I will post back as soon as I receive an update. It's possible that the team will call you directly to resolve this.

Thanks

Michelle

[Ethan2604]

How would I go about calling someone as I really need to get back online as this just means I cannot work and if this issue is going to be consistently happening I need to change providers

[Ethan2604]

Good morning Michelle,

Everything is connected properly - nothing has been touched or moved since it stopped working the first or second time

thank you

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. I've run a test on the line now which has detected the following - Service is working - problem with ONT connection to the router. Please ensure the connecting cable is using the WAN port on the router.

Are all the cables securely connected at the ONT?

Thanks

Michelle

[Ethan2604]

Hi Michelle,

All was fine until last night. I was out working and my housemate text me that it has gone down again.. 

im back now and can see that it has gone down with red light on eero and same lights on ONT as before. 

I seriously have no idea what to do. 

[Michelle-TalkTalk]

Hi Ethan,

How are you getting on?

Thanks

Michelle

[Karl-TalkTalk]

Hi

Tests are clear, and we can see an IP address assigned, so the ONT is connected and authenticated.

When connecting your PC to the ONT directly, some models of ONT may have 2 ethernet ports underneath, but only one is active, so make sure you connect to the correct one. Also power off the ONT for 30 minutes and connect the PC, then power on and see if there is a connection.

Thanks  

Karl. 

[ferguson]

Um, not entirely to be honest! But no worries, see what the support team have to say when they pick this up. 

[Ethan2604]

Thank you I appreciate you forwarding it on - yes, I connected my PC to the ONT and it can see that it is connected to a network but can’t connect to the internet if that makes any sense ?

edit: I may be wrong on that part just double checked and did it again; Ethernet is connected to an unidentified network with Link speed 1000 (Mbps).. I’m guessing this is just denoting the speed of the Ethernet cable but I could be wrong as I am slightly clueless technologically when it comes not networking 😂

[ferguson]

Thank you for such a detailed diagnosis. The puzzling bit is that the ONT with all lights apparently good was not connecting to your PC via a direct ethernet connection, or at least I assume that's what you meant? This has been flagged up to the support team and they will respond as soon as they can tomorrow.