Full Fibre 500, eero 6 - random devices losing internet connection

[lee83dixon]

i have had Full Fibre 500 since the start of August this year and up until last week i have been very happy with the service.  But last week my devices started losing internet connection, they are still connected to the wifi but no internet even when in range and other devices on the same network still have internet.  

I have full coverage of my house from one Eero 6 and have about 12 devices connected (not all always used at the same time).  there is no pattern to when the devices will drop out and this can vary from TV's to mobiles to laptops.  One perculiar thing is that my laptop connects to the wifi on the Eero but has no internet connection, if i connect to the TP_Link extender i use for my garage then i get an internet connection.

After a few phone calls i have been talked into buying a new eero 6, but i cant see how this will help.

Does anyone have any experience of this or can tell me why another eero would help in this situation?

Thanks

[lee83dixon]

Thanks for the questions.  The light never changes and I have - hard reset, soft reset power, on/power off.  tried everything, the internet is never down on all  devices just a couple at a time but can be any device at anytime.

[lee83dixon]

My Mistake Kiethfrench, it is a Eero pro 6

[KeithFrench]

Hi @lee83dixon 

From my understanding of Full Fibre 500, you should have been provided with an eero Pro 6, not an eero 6. 

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. When this happens, do any of the lights change on the eero or the ONT please? Have you also tried rebooting the ONT and eero and retested the connection again?

Thanks

Michelle