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?

[Michelle-TalkTalk]

Morning Paul,

I'm really glad to hear this and thanks for letting us know 🙂

Thanks

Michelle

[Woody179!]

Hi Michelle,

Just to let you know, my Internet connection has been stable since Wednesday, so the fault that Openreach fixed must have been causing my connection problems.

Thanks for your help,

Paul

[Michelle-TalkTalk]

Hi Paul,

Great thank you and hopefully this has been fully resolved for you.

Thanks

Michelle

[Woody179!]

Good morning Michelle,

Thanks for letting me know, that's brilliant news, I'll monitor the status over the next few days. I've posted the test eero I was sent back today.

Thanks for your help,

Paul

[Michelle-TalkTalk]

Good morning Paul,

We've received an update from Openreach to advise that they have located and resolved a fault on Openreach maintained equipment. Would it be possible to monitor the connection for a few days to see how the stability now compares please?

Thanks

Michelle

[Woody179!]

Thanks Michelle 👍

[Michelle-TalkTalk]

Hi Paul,

I've checked and Openreach are still investigating the fault at the moment. It looks like it may be related to an external fault. No engineer visit is required at the moment. I'll check again first thing in the morning for another update.

Thanks

Michelle

[Woody179!]

Hi Michelle,

Thank you for your message, I'm not sure about accepting charges, especially as this extremely annoying problem is intermittent. For 2 months after changing from FTTC to FTTP, everything was fine - there is obviously an intermittent problem, but if the engineer comes and finds everything working, does that mean I am charged despite the fact that the system could fail as soon as the engineer has gone, As for my equipment, its been working for 2 months, I've checked and isolated everything so I really can't see my equipment is at fault.

The days I am available are as follows :-

23 to 25th October anytime

28 & 30th October afternoon

31 st October and 1st November anytime

Regards,

Paul

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this. I've raised the fault over to Openreach for further investigation. Could you also provide a few days availability AM (8-1) and PM (1-6) just incase an engineer visit to the property is required. Could you also confirm that you accept potential engineer charges if the fault is located on your own equipment or no fault is found.

Thanks

Michelle

[Woody179!]

Hi Karl,

Unfortunately, it happened again last night, red light and no internet. I've put the original eero back into service and will return the test one as the problem has to be somewhere else. Could it be a problem with the ont or an Openreach cabling issue? It did work fine for 2 months.

Regards,

Paul

[Karl-TalkTalk]

Hi

Glad to hear that the eero's are working fine now, any issues, just post back here.

Regards,

Karl. 

[Woody179!]

Hi Chris,

The eero and internet have been working fine since Friday night (18th October), so hopefully all is well again. I will post the old eero back to you tomorrow morning.

On Friday night, the red light on the eero came on again and I had no internet, I switched both eeros off along with the ont and all my network switches for 40 minutes, switching the ont on again, then the network switches and the main eero plus the secondary one after each unit had booted up, since then everything seems to be working fine.

Paul

[Chris-TalkTalk]

OK Paul, just let us know if you need any further assistance

Chris

[Woody179!]

Hi Chris,

I didn't use the supplied Ethernet cable as it's not long enough to reach the ont where the eero is for best wi-fi signal - the eero is on the desk whilst the ont is at the other side of the desk and under it and it needs to be about 2.5 metre long.   I noticed that there was an update available for the eero so I did that last night and since then I have had no disconnections. I have also just bought a new 3m Ethernet cable that I will try if I have any further problems. 

I'll see what happens over the next few days.

Paul

[Chris-TalkTalk]

Hi Paul,

Just to confirm, did you use the cables supplied with the new eero?

Chris

[Woody179!]

Hi Debbie,

Unfortunately the problem still persists, no internet and red light at approx 1600 today, 3 green lights on the ont though, restarting the eero didn't get rid of the red light, had to power off the ont for approx 20 minutes, restart it and then the eero to get the broadband  working again. 

Paul

[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