Frequent Internet drops

[Jojos]

We have had no issues whatsoever until a couple of months ago. Our connection had remained stable exactly as FFTP should be.

Then suddenly we've been experiencing complete drop outs on every device in the home.

The Eero hasn't been moved and when the drop outs happen the ONT doesn't appear to be affected by the signal loss as all the correct lights are lit and flash as should. And the LOS light (loss of signal) does not come on.

The Eero has been switched off and wires disconnected from ONT and I've done a reset to no avail.

These issues only started when Redburn contactors pulled the manholes just off my drive and the rest of the estate to instal more Fibre. I didn't connect the two together at first but I'm not the only household to start experiencing dropouts and neighbours are with different providers and not using Eero as their router.

I hadn't realised it was more fibre being installed as its an entirely new built estate where all fibre was installed prior to moving in. Then I noticed remnants of the green conduit all over my drive and realised they must be installing fibre to the neighbouring estate.

Would they have somehow managed to damage our connections whilst doing so ? As I can't see this being just a coincidence, seeing as I hadn't had one single drop out before this.

Any help would be appreciated.

Thanks

[KeithFrench]

No problem @mandisa1-TT 

[mandisa1-TT]

Thank you so much for the support @KeithFrench 

[KeithFrench]

Hi @Jojos 

Then it is probably a WiFi issue.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment; this is mainly a byproduct of the popularity of Wifi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz band can sometimes have a better range; however, this all depends on your local area.

In other words, I offer a free, impartial analysis of your Wi-Fi network and will try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Whilst the eero is supposed to manage Wi-Fi interference, if this is very bad, particularly in the 2.4GHz band, then it cannot do anything about it, no router can. The same goes for any router at that point. Other things that may then need to be investigated are its location within your property and the WiFi bands that you use. It is possible that you may also need to purchase additional eero nodes as it is supposed to operate as part of a mesh system. I can help with any of this. However, I would suggest that you follow my help to find out what the root cause of the problem is, before throwing money at it.

[KeithFrench]

Hi @Jojos 

Please can you PM me (to preserve your privacy) the event log. Go to the activity tab, tap the clock icon and get me a screenshot from the time that this happened.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[Mandisa-TT]

Hi @KeithFrench any advice on this query.

[Jojos]

Hi,

Thanks for responding!   Eero remains a solid white light. Eero app isn't always reliable unfortunately as it will show devices as having WiFi and being online when the connection has dropped. I've made sure I'm running the latest version.

Its happening more and more often and I'm at the point where I'm considering a different supplier.

I've got the full fibre 500 package and paying considerably more as I'm out of contract and dont want to recontact with the issues, and I dont think upgrading to the 900 package will make a difference.

The kids have even started asking me to change providers, it happens that often now. I'd forgotten what it was like before FFTP but I'm definitely being reminded of it now.

The only reason I've held back changing is because of the Eero App and device management at bedtimes for the kids. But I'm going to have to look at what else other providers have to offer. Judging by the ammount of posts with the same issue unresolved, I can't see a quick fix any time soon.

Thanks

[KeithFrench]

You say that the lights on the ONT are OK during the outages, I doubt therefore that the work carried out to add more fibre would be the cause. When the outage happens, what does the light show on the eero and crucially, what does the eero app show on its Home tab at the same time?