eero 5GHz channel problem...

[JacekJ]

Hello,

I have a problem already mentioned here in the community forums..

My eero router is set to channel 155 on the 5GHz WiFi band..

I called talk talk support, I called eero support, and I talked with someone on the chat,

but everyone said they can't help me. The eero support just passed my problem as feature request

(to be able to change the WiFi channel using the app)

But in the meantime some of my devices use the 2.4GHz and can't get the full WiFi speed because of that.

So is there any one here who can help with that or do I need to buy myself a router?

Please help!

[Michelle-TalkTalk]

Hello,

Ok thanks. We've requested that a wifi hub is sent and this should arrive within the next 48-72hrs. Please let us know how you get on.

Thanks

Michelle

[JacekJ]

Hi Michelle,

No we don't use VOIP. Only broadband. Thank you.

[Michelle-TalkTalk]

Hi JacekJ,

I'm really sorry to hear this. We can try and send the wifi hub instead if that's ok? Do you have VOIP? (just so we know which Hub to send)

Thanks

Michelle

[KeithFrench]

I will escalate this back to TalkTalk for you.

[JacekJ]

Ehhh... I had to unplug the router for a while, and when I plugged it back in couldn't access it for some reason..

So I have reset the router and now it's back at channel 155

And all the problems are back 😞

This device is useless - if every time I unplug it we will need to request reconfiguration... and every time it will take 2 weeks - this is unacceptable 😞

Can we request a different router please? This eero is useless...

[Debbie-TalkTalk]

Hi JacekJ

I'm so glad to hear this.

If you do need any further help with the VPN connection then please let us know.

Thanks

Debbie

[JacekJ]

Hi,

It's better - faster speeds and all, TVs finally are streaming FHD and 4K content, so the WiFi issues are definitely solved. But when my wife started working she had issues with her VPN (kept disconnecting). I'm not entirely sure if it's the router, WiFi or VPN issue.. I need time to think and troubleshoot this problem a bit more, so for now at least we can consider this problem solved. Thank you.

[Debbie-TalkTalk]

Hi JacekJ

How's the connection been over the weekend?

[Michelle-TalkTalk]

Good afternoon,

I'm really glad to hear this and I will check back in with you on Monday morning to see how your connection has been.

Thanks

Michelle

[JacekJ]

Yes, finally we're on channel 42 and the usage statistics of 5GHz network go up by the minute.

I've tested bandwidth on one windows 10 laptop - and it now works at correct speeds (close to the promised 150Mbit)

I will keep a close eye on other equipment over the weekend to verify that it's all ok now,

but at first glance looks like it's finally improved, so thank you Michelle!

[Michelle-TalkTalk]

Hi JacekJ,

They have just come back to me to advise that the change has now been implemented. Would you mind retesting again please.

Thanks

Michelle

[JacekJ]

No changes yet, still on channel 155

[Michelle-TalkTalk]

Morning,

The Devices Manager advised me yesterday that a fix was being applied and that they would confirm once it has been fully completed. I'll chase for an update now but have you noticed any changes since yesterday?

Thanks

Michelle

[Michelle-TalkTalk]

Hi JacekJ,

Our Devices Manager has said that he hopes to have an update on this today for us.

Thanks

Michelle

[JacekJ]

We're now over two weeks in ...

[Michelle-TalkTalk]

Hello,

I'm really sorry. They have passed this back to the eero team yesterday and I will post back as soon as I know more.

Thanks

Michelle

[JacekJ]

Samsung TVs (plural) (QE55QN95A for example)

HP Pavilion Laptop running Windows 10

LG TV (don't remember the model)

Google Chromecast (both HD and 4K models)

The streaming devices are showing content of visibly lower quality (our 4K TV stopped streaming content in 4K due to network speed, we don't even have the luxury of HD at times...)

The streams are buffering more often, and sometimes are just not working.

This is because the 2.4GHz WiFi gives way lower speeds with distance.

And no - we do not live in a fifty-bedroom mansion streaming from hundreds of meters away. It's a semi-detached 2-bedroom house, so a single, non extended WiFi 6 router should do just fine.

I'm giving this list reluctantly, as this topic is well known in this community - by now I read testimonials of multiple customers here that experienced this problem - and thus should be well known to the tech staff.

It seems like an attempt to shift the blame for this to wifi clients.

It is not the device's problem - all of these devices worked perfectly fine connected to an older router from vodafone - back when we had that broadband, before we switched to talktalk.

Unless acquiring the fullfiber from talktalk means that we need to upgrade all our networked equipment - this is not the TVs problem, this is the router config problem.

And still if it were - this should probably be included somewhere in a fine print of your promotional materials.... otherwise this is just broadband, this is just a router, and it is not a big requirement for the router to be backwards compatible with older standards.

We use our broadband connection for work (both me and my wife) and it is absolutely crucial for us that we get the promised quality.

Before we switched our broadband we were approached by talktalk representatives in person and they always assured us of exceptional customer service and connection quality and blah blah blah...

Well it's been over a week now with this TRIVIAL issue.

Yes, it is TRIVIAL to change a channel on a WiFi router.

I appreciate that the staff might be busy - but this is our livelihood we are talking about now, we need this broadband for work - and we're getting by for now working in inconvenient spaces close to the router, connected with the cable to the SINGLE ethernet port that router has, and just ignoring those pixelated shows on our TV screen, but seriously...

How am I supposed to trust you as our provider of such an important service in the future, when an issue this simple is taking so long to fix?

[Michelle-TalkTalk]

Hi,

Our Devices Manager has asked if you could confirm which devices specifically are experiencing this issue at the moment please? (makes and model)

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I'm really sorry for the delay and I will chase our team for an update now.

Michelle

[JacekJ]

Hello? It's been over a week and no news about our issue... which still persists 😞

We still have slow speeds on WiFi with some devices - this fiber connection is useless this way.

@Michelle-TalkTalk - can you confirm that something is being done about this? I can't imagine we're the only ones with such problem..

Our eero6 updated today to software version 7.1.0-3704  - which gave me hope for a fix, but unfortunately it didn't fix anything..

When can we expect resolution?