Full Fibre 150 problems

[Rosie61]

As a long time customer of Talk Talk on renewal this year I upgraded to the Full Fibre 150 with the Eero.  The Open Reach engineer advised the best place for entry to the house was in an upstairs bedroom and assured me numerous times the Eero would work well there.

Now I can’t watch Netflix on my Smart Tv downstairs, can’t get any wifi in my garden and after doing a live chat this evening with Talk Talk where the only suggestion was I paid £6 per month extra for total wifi, then after I refused kept me waiting for 25 mins with no further interaction, I am hoping for some help here if possible.  

[Rosie61]

Hi, we have one eero. 
Thanks

[Michelle-TalkTalk]

Hi Rosie,

Can I just confirm how many eeros you currently have please?

Thanks

Michelle

[Rosie61]

Okay no problem thanks for your help.

[KeithFrench]

Perhaps the thing to do then, is to get an extra eero to improve the coverage. I will mention this to TalkTalk for their consideration for you now. However, they will not be back on the Community until tomorrow now.

[Rosie61]

Hi, yes we disconnected it when you said and we have 1 erro. 

[KeithFrench]

Hi @Rosie61 

Please can you confirm if you turned off that WiFi extender that you had on there before or not? How many eeros do you currently have, I know we talked about extending coverage with the possibility of a second eero.

[Rosie61]

Hi Keith

The phone is using 5ghz but getting intermittent connectivity. The analyser is not showing 155 and band 149 is dropping out regularly.

[KeithFrench]

HI @Rosie61 

Is this phone connecting to the 2.4 or 5GHz band? Did you ever get the channel 155 in the 5GHz band problem fixed? You would be unlikely to get 5GHz in your garden (depending on where the closest eero is), because it only has half the range of the 2.4GHz band. 

[Rosie61]

Hi, sorry we’ve been away.

The tv seems more stable but my wife’s phone is still varying a lot between wifi and 4G and we can’t connect at all in the garden, which we could do before the fibre installation.

[Michelle-TalkTalk]

Hi Rosie,

Can I just check, how has your connection been since your last post?

Michelle

[Michelle-TalkTalk]

Hello,

Thank you. I've passed this over and will keep you updated.

Michelle 🙂

[Rosie61]

My wife’s phone is mainly now on 4G and occasionally connects to our wifi. Previously it was almost always on Wi-Fi. The smart tv struggles to keep a connection. My phone has a weak Wi-Fi signal and the laptop seems ok.

[Michelle-TalkTalk]

Hello again,

Just to confirm, our devices manager has asked what specific devices are unable to connect please?

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thank you for confirming. I've passed this over to our Devices Team now for the fix to be applied and I will keep you updated.

Thanks

Michelle

[Rosie61]

Software version 

v7.3.3-2

[KeithFrench]

Hi @Rosie61 

Can you check your Eero and enter its firmware version into the thread today, as this is something that they have been asking for in the last few days? 

Thanks.

[KeithFrench]

Thanks for the screenshots @Rosie61 

Your Eero's 5GHz band is using channel 155, which most devices do not support, forcing them to use the much slower 2.4GHz band. This is a known problem for which there is a fix, I will ask TalkTalk to apply it for you.

[KeithFrench]

No problem. I will PM you a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it. Collect the screenshots that I require and include them in your reply. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.

[Rosie61]

I would appreciate receiving the guide and any help offered Keith. Thanks

[Debbie-TalkTalk]

Thanks @KeithFrench 

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 with 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.