Internet connected but no service

[J0HN001]

Entirely ridiculous situation. Moved from broadband to full fibre which I assumed was an upgrade. Since then:
eero 6 router range is very poor necessitating purchase of another eero mesh 6. 
VOIP has now failed.

All devices in the home routinely lose connection and re-establishing connection is either difficult or impossible. Currently typing on my laptop using my phone as a hotspot as my laptop connects to router but does not receive the internet - which is clearly on.

Talktalk customer service entirely unhelpful and my work is being impacted quite massively. Chat lien is, I assume, overwhelmed at this moment.
Not at all happy.

[KeithFrench]

You mention an old range extender, is this the TalkTalk WiFi Extender (D-Link  DHP-W610AV)?

I did ask you about the location of the two eeros and what is around them, please can you answer this for me?

Currently, do you have any other AP, WiFi Extender or router etc connected other than the two eeros?

[J0HN001]

Hi Keith.

Thank you for your response.

I had an issue with a second router that had been disconnected but then plugged back in. It was still sending out a signal on the same network name even though it had been reset and ought to have reverted to its original network name. Further issues with an additional mesh router that needed re-pairing, a powerline connection, and an old range extender that was, until recently, sitting quite comfortably on the network.
My old router managed quite happily but the range on the Eero 6 is extremely poor. This really needs to be acknowledged by TalkTalk. VOIP now seems to be working again.
None of the above was helped by my mobile network changing its protocols without notice and leaving me without the ability to make any phone calls! 

[KeithFrench]

There has been an issue over the weekend with the VoIP service, where it was not working for some reason.

Where your other problems are concerned, roughly where are your two eeros located?

The general rule is do not keep it in a cupboard, but out in the open and to keep it away from:-

1. Cordless phone (DECT) base stations
2. TVs
3. Loudspeakers & any sub-woofers (including those used with a PC)
4. Computer monitors
5. Electrical appliances – they often transmit their own signals that can interfere with Wi-Fi signals.
6. Bluetooth devices – they operate on the same Wi-Fi frequency as your broadband, which can cause signal problems.
7. Mirrors – they actually reflect Wi-Fi signals, stopping them from passing through walls and reflecting them back into the room.
8. Anything containing large amounts of water – things like fish tanks and boilers can absorb Wi-Fi signals like a sponge.
9. Large metal objects – radiators, for instance, will have the same effect on your Wi-Fi as mirrors. If you have a tower PC case with an internal WiFi card, the metal of the case can block signals to & from the antennae if they are located behind the tower case.
10. Glass - different types of glass can cause problems for Wi-Fi signals to pass through:-

a) Thick window glass or glazing can block Wi-Fi signals.
b) Low-emissivity (Low-E) windows have a metallic film that can reflect and block Wi-Fi signals more than clear glass.
c) Tinted glass often has a metallic film that can interfere with radio signals.
d) K glass double glazing has a metal vapour coating that can reduce Wi-Fi signal strength by 30-50%.

I can help further with this if required.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

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.