New eero router drops 5ghz devices to 2.4ghz after initial set-up

[Iandswift]

Hi,

3 days ago I upgraded from Fibre 65 to Fibre 150 and received the new eero router.  I set everything up and all was fine, my TV's and PC all connected on 5ghz and I was getting the promised speed of 150mbps but the following day I ran another speed test and it had dropped significantly to 35mbps.  I checked my connection and found my TVs and PC where now on the 2.4ghz band.  I messaged support and eventually they told me to delete my eero network via the eero app which I did.  I ran the set-up again and my TV's and PC all connected to the 5ghz band, brillant I thought, solved.  They all stayed connected for the rest of the day so the following day I checked again and frustratingly they again were back on 2.4ghz.  I have found in this community others experiencing the same issue but can't see it there's a solution.  I did read one thread where the 5ghz band channel range was too high for some devices.  Using WiFi Analyser I can see my 5ghz band is up around channel 155, could this be the issue?

At the moment my main house PC has gone from 75mbps of Fibre 65 service to 35mbps on Fibre 150 so it feels like a downgrade.  Any solutions out there please?

Many thanks,

Ian.

[Michelle-TalkTalk]

Hi Ian,

I'm really glad to hear this and sorry that this has taken a while. Please let us know if you need any further assistance.

Michelle

[Iandswift]

Hi Michelle, just to let you know Friday's update changed the channel of the 5GHz band to channel 36 and now all my 5GHz devices can now connect.

Thank you for your persistence with this issue.

Kind regards,

Ian.

Updating Media

[Michelle-TalkTalk]

Morning Ian,

I passed your last comments over to our Devices Team yesterday and our Devices Manager is still chasing this with eero directly for an update. I'm really sorry for the delay with this.

Michelle

[Iandswift]

 

 Ok Michelle and I thank you for your continued help with this but I am frustrated this is taking so long to resolve. In the attached screenshots another user in November last year had the same eero issue fixed by the Talktalk team quicky and had their 5GHz band changed to channel 42. Can this not be done for me? 

Thanks,

Ian.

[Michelle-TalkTalk]

Hi Ian,

I don't know specifically what the fix is, however eero are taking another look.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Ian,

Just before I pass this back to our Devices Manager, does the TV and PC still not connect on the 5ghz channel?

Thanks

Michelle

[Iandswift]

Morning Michelle,

I've looked everywhere and I can't see an option to do this. Can you direct me where to look please?

Thanks,

Ian.

[Michelle-TalkTalk]

Hi Ian,

Thanks for the update. Will it let you manually change the channel?

Thanks

Michelle

[Iandswift]

Hi Michelle,

Just checked it; I noticed an update was available which I installed earlier today but still currently broadcasting 5GHz on channel 149 but from the eero analytics it seems to suggest channels change at 3am, could it be I have to wait until tomorrow?  If not then the fix doesn't seem to have made a different to the broadcast channel.

Let me know what you think.

Many thanks,

Ian.

[Michelle-TalkTalk]

Hi Ian,

I've been advised that the fix has now been applied. Would you mind retesting this again please?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Ian,

My apologies, the Devices Manager advised me in our meeting yesterday that this has been slightly delayed but he is chasing for resolution. The fix is applied by eero, so as soon as they apply the fix then I'll post back here ASAP.

Michelle

[Iandswift]

Hi Michelle,

Another couple of days have passed and I've still not heard anything and the router is still broadcasting 5GHz up around channel 150. Is there a problem in sending this fix?

Thanks,

Ian.

[Michelle-TalkTalk]

Hi Ian,

Apologies, I'm not sure why this is taking so long so I've asked the Devices Manager if they can give me an update ASAP.

Thanks

Michelle

[Iandswift]

Hi Michelle, any update on the fix please? I haven't seen anything today.

Many thanks,

Ian.

[Michelle-TalkTalk]

No problem and apologies again for the delay.

Michelle 🙂

[Iandswift]

Many thanks Michelle 👍

[Michelle-TalkTalk]

Morning Ian,

Apologies for the delay. I chased this yesterday so I'm hoping I should receive an update today.

Thanks

Michelle

[Iandswift]

Hi Michelle, just wondering if there is any update on when the fix might be sent to my router please?

Many thanks,

Ian.

[Michelle-TalkTalk]

No problem 🙂

Michelle

[Iandswift]

Fantastic, many thanks Michelle 🙏