Keep losing Internet and eero light goes red

[Woody179!]

Hi,

I keep losing my internet connection, the eero light goes red. This happened about a half a dozen times on Saturday 12th October and then happened once again today (14th October), each time it has happened all 3 lights on the ont have been green. The first 3 times it happened on the Saturday, rebooting the eero restored connectivity, the last 3 resulted in me having to power down the ont for 30 minutes. Today it has happened again, but this time restarting the eero worked.

I only went live with full fibre on August 2nd and until October 12th everything was fine, does this indicate a fault with my fibre connection or a problem with the eero?

[Debbie-TalkTalk]

Hi Paul

That's great, we will check in again with you on Friday to see how you are getting on.

Thanks

Debbie

[Woody179!]

New eero arrived today and now installed, will leave it a few days before returning the old unit to see if this cures the problem.

Thank you for your help

Paul

[Chris-TalkTalk]

No problem 🙂

[Woody179!]

Thanks Chris

[Chris-TalkTalk]

Hi Paul,

I would just ignore that, it's an automated email that's sent out everytime we ordered an eero, apologies for any confusion 

Chris

[Woody179!]

Thank you Chris, I've received an email detailing the order but noticed it said that I had added Total Home Wi-Fi included - 24M contact. I was on an 18 month contract, I'm not planning on leaving TalkTalk as I've always had good service in the last 20+ years so I'm not really bothered about this, but if it has increased to 24 months, is it the same price?

Thanks,

Paul 

[Chris-TalkTalk]

Hi Paul,

I've ordered the replacement eero, it should be delivered within 5 working days

Chris

[Woody179!]

Good morning Michelle,

A new eero to test if it solves the problem would be brilliant, I did get the red light and no internet again last night twice, but restarting the eero solved the problem each time.  I have checked and all cables are secure.

Thanks,

Paul

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on your line now which is clear and I can see 1 re-connection on the line. Are all the cables connected securely to the eero and the ONT? If this is still happening then I think we should send a replacement eero for testing purposes to rule this out.

Thanks

Michelle