Full fiber and eero

[Julieab]

I have had full fiber a while but and old router, I was sent a eero, can I heck get it connected, I follow the instructions but no knternet at all to complete the set up just says on the amazon app something went wrong, they also told me to buy a piece of equipment with more Ethernet sockets but no idea what to do with it, I’ve had at least 5 complaints in and still waiting a response, am I doing something wrong I have attached pics

 

 

[ferguson]

Happy to help.  🙂

[Julieab]

You have been amazing thank you so much

[DJI_MINI_2_SE]

"omg it’s working -

many many thanks for your patience and help"

Glad you finally got it sorted.

[Julieab]

Done thanks

you guys are amazing

[ferguson]

Go to the network settings on the TV box and make sure that the new eero is the router you are connecting to. 

[Julieab]

Just have no tv now saying the router is not connected to allow my box to work

omg 😢 

[Julieab]

omg it’s working

i got a new eero (they sent me 2

but I think it was the forgetting network that sorted it

many many thanks for your patience and help

just waiting on the call back from a complaint manager which I logged 9 days ago and a tv hub promised 2 weeks ago

thanks again, 1 down many more to go

[DJI_MINI_2_SE]

Well that's one consolation at least you can get online until Monday.

It looks like you have tried everything you can to fix this and have hit a brick wall at least now the support staff have plenty of information to go on, with luck its something as simple as a faulty eero and as i said at least you still have working internet.

[Julieab]

Yes all works perfectly 

[DJI_MINI_2_SE]

Is the internet still working if you switch back to your old router with just the ethernet cable connected to it and the ONT?

[DJI_MINI_2_SE]

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@Julieab wrote:

  solid blue and flashing blue, 

---

I have watched the video again and she says nothing about "Solid Blue" light just "flashing blue" 

Maybe try uninstalling the app and reinstalling and turn the power to the ONT and eero off for 30 minutes then try again at this stage you have nothing to lose until the Support staff pick this up again on Monday.

[Julieab]

The eero is doing everything correct, solid blue and flashing blue, the app says we have found your eero but then quickly shifts to searching it’s at that point it searched for ages and then comes up with the error message I’ve posted (encountered a problem)

[DJI_MINI_2_SE]

I have started this video at the part where she discusses the blue light is this where yours fails?

https://youtu.be/B1pv8bMfEtA?feature=shared&t=149

[Julieab]

Thanks, I’m going to give it another go and use the same red Ethernet cable and forget the network fingers crossed as it’s driving me potty

[DJI_MINI_2_SE]

I don't remember doing that but as you wont be using it and as long as you know them in case you need them again its got to be worth a try.

Did you try switching the Ethernet cable and trying again?

I have started this video at the part where she discusses the blue light is this where yours fails?

https://youtu.be/B1pv8bMfEtA?feature=shared&t=149

[Julieab]

Exactly the same as that

[Julieab]

It connects to blue tooth I have the flashing blue light on the eero  but I get to searching and nothing, I’ve just watched the video you sent, do I need to ‘forget my existing router and password before I try setting up the new 1 I haven’t done that as I read you keep the same

[DJI_MINI_2_SE]

Just to confirm is this how yours is set up - 

(obviously the fibre cable is not showing in the green port on the ONT)

[DJI_MINI_2_SE]

When you set up your eero app did it all go smoothly like in the video if not at what stage did it fail?

Have you tried switching to the old red ethernet cable the new one may be faulty (worth a try)

This video takes you through the connection and setting up the app it may help you explain where the app is failing on your set up - 

Ignore the part where she sets up extra eeros's and the extra box etc.

https://youtu.be/B1pv8bMfEtA?feature=shared&t=35

[Julieab]

The same lights as in the pic

no im using the Ethernet cable that came with the eero 

I unplugged the red 1