My Google Nest Minis are no longer able to connect to the wifi via the EERO Wifi Routers

[archietan]

My Google Nest Minis are no longer able to connect to the wifi via the EERO Wifi Routers. 

I contacted Google store support and they have mentioned that they have recently received quite a number of such cases and they are all with TalkTalk as internet provider. 

The support also suggest that I speak to you Talktalk  "to check the router settings, and ask them to disable the AP isolation."  

So I will be grateful if someone from Talktalk can help, because I was waiting on the live chat for the past 1.5 hrs without a reply from any live chat agent. 

[Mandisa-TT]

Thank you @KeithFrench I have escalated this to my manager.

[KeithFrench]

Hi @archietan 

Looking at diagnostics supplied to me by others, the problem is that the Minis do connect OK to the eero but drop out after a few minutes. Apparently, the Minis work by once connected, they establish a session with a Google server. This is failing due to a DNS error with the main TalkTalk DNS servers. You can get around this by using a custom DNS server in the eero of 8.8.8.8 and 8.8.4.4 in the eero. However, to do this,  you need to disable advanced security and ad blocking. However, if you do that and you use HomeSafe or KidsSafe, then changing the DNS will mean these won't work as they require the TalkTalk DNS to do so.

I will ask @Mandisa-TT to get this raised via her team leader to be passed over to TalkTalk's networks team as a TalkTalk DNS server issue.

[kanya-TT]

Hey there, @archietan. We will wait for you response.Kanya

[KeithFrench]

Hi @archietan 

Please can you answer these questions & obtain some screenshots for me to allow the collation of your problems to see what the common denominator is. If you have already provided me with any part of this information, then please ignore that question. Please PM this information to me (to protect your privacy):-

1. What version of Google Minis are you using?
2. What software update version is your Mini running (I appreciate that you may not be able to get this, if you cannot connect to the eero)?
3. What version of eeroOS are you running? In the eero app, go to Settings > Software Updates.
4. When was this eeroOS version installed? In the app, you may be able to get this information via Settings > Software Updates > Software Updates History and tap on the current version at the top. Alternatively, you may be able to see this via the Activity tab, tap the clock icon top right and scroll down through the Events.
5. With the Mini turned on & trying to connect, please can you go to Activity tab, tap the clock icon top right and scroll down through the Events to find where it connects or fails to connect. Please get me a screenshot of that page.
6. Does the Mini's app provide any information about why the unit failed to connect to the eero? Please get me a screenshot of this.

Thank you.

[KeithFrench]

Hi @archietan 

Thanks for that information, what version of Mini do you have?

I am sorry but I will not have any chance of getting back online until this afternoon now. Although I spend a lot of time on this forum, please bear in mind that I am a volunteer on here. So my availability cannot be guaranteed.

[fr8ys]

@Monkeyboy1975 please follow up on your own thread. This one is @archietan thread and only he will get help here, likewise on you will get help on yours, despite the similarities in issues, there may be differences.

Thank you.

[Monkeyboy1975]

I have paused 5ghz on my eero router as my Gen 1 nest speakers only use 2.4ghz

It still didn’t work

[KeithFrench]

@kanya-TT 

@Monkeyboy1975 already has his own thread. I am monitoring the responses from either thread to gain more information about the problem before I start trying to resolve it.

[kanya-TT]

Hey there,

Please start your own thread.

Kanya

[Monkeyboy1975]

Hi you are not alone I posted similar hopefully they will resolve something has changed’ somewhere’ , they went down earlier hours Sunday as my girls use white noise to sleep 

[kanya-TT]

Hello @archietan. 

We'll wait for your feedback.

Kanya

[KeithFrench]

Hi @fr8ys 

This is confusing, then. @archietan , please can you confirm if this update was a Google one, or an eero one? I won't raise this with Devices until I know.

[KeithFrench]

Hi @archietan 

Sorry, this is strange. I thought that only you were suffering from this problem. I did not realise there was another customer with the same problem involving their eeros as well.

This means there are a few ways to play this:-

1. I can raise this with the TalkTalk Devices team to speak to eero.
2. The customer can speak to eero support themselves - probably the best way.
3. I can try to work with the customers on this.

I will raise this with Devices anyway, but I would like to know first from you if this only affects Minis or any other devices.

Just for your benefit, this is a link to the other thread:-

https://community.talktalk.co.uk/t5/Full-Fibre/2x-google-nest-speakers-stopped-overnight/m-p/3131618... 

[KeithFrench]

Hi @archietan 

Is this one of the later Google Minis that support 802.11a/b/g/n/ac & hence both the 2.4 & 5GHz Wi-Fi bands, older ones might only support the 2.4GHz band. Which Wi-Fi band(s) do your models support?

Unless out of range from your eero or there is too much Wi-Fi interference, there should be no real reason for this to be a TalkTalk issue. Google's comments do not say if the problems that they have seen concern eeros or the Sagemcom series of Wi-Fi hubs, so it can't be an ISP issue as such.

That said, I am going to help you every step of the way. How should these connect to the eero when you set them up, via an app, WPS or manual selection of the network and password entry? Bear in mind that eeros do not support WPS. Do they do this over just the 2.4GHz band or via Bluetooth? Please can you find this out for me from Google, if required?

Once I know the answers, then I should be able to start to help you resolve this.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

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 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.

[KeithFrench]

Hi @archietan

I will get back to you on this tomorrow.

[ferguson]

@archietan 

You can't disable AP isolation on an eero. What you can try is temporarily pause the 5GHz band and see if the Nests reconnect on the 2.4GHz band. 

[fr8ys]

@KeithFrench can you help? I've seen you have had similar queries in the past, but not sure any went to a conclusion as the customers did not come back.