ONT has green lights & eero says lightening fast but no internet

[NewbieHere]

Since this morning my Future Fibre 150 service in postcode KT10 seems unable to connect to the internet although the ONT is showing all green lights & the eero app’s speed test is showing 150 down and 31 up.

I’ve tried rebooting the ONT and the eero but the situation stays the same.   Very little or no internet via Wi-Fi or ethernet. Tried to do a Speedtest on the internet but of course with no internet that just times out.

Can’t use My Account to test or report because 2 weeks since installation I’m still waiting for the welcome email to set up the new my account.

any ideas?

[Michelle-TalkTalk]

Hi,

I've just seen your post. I'm really glad to hear this and thanks for the update 🙂

Thanks

[Chris-TalkTalk]

That's great news, thanks for letting us know

Chris

[NewbieHere]

Michelle,

fingers crossed my issue is now resolved.

As you kindly suggested, I spoke to eero support who suspected, I think correctly, that my wifi issues were being caused by one of my  eeros being placed TOO CLOSE to another erro.

With a bit of trial & error,  playing with the placement & then deciding to remove one altogether, I think things have stabilised and that my wifi network is now OK.

Thank you again for all your help

[Michelle-TalkTalk]

Hi,

Thanks for confirming. It's possible that just one of the eeros could be dropping. If the connection remains stable at the ONT then it may be worth just adding one eero at a time for a short period to see how that goes.

Thanks

[NewbieHere]

Thanks Michelle,

I have 5 eeros including the TT supplied one. I've disconnected them all & have now connected the ONT directly to a single iMac via ethernet to see how that goes. I will also contact eero support to see if they have any bright ideas.

Thanks again for your help.

[Michelle-TalkTalk]

Hi,

Thanks for confirming. Do you only have the one eero? If it's possible then it would be worth connecting directly at the ONT to confirm if the connection remains stable as this will then indicate whether this is solely related to the eero. Have you also tried the support function in the eero app?

Thanks

[NewbieHere]

Michelle, Ive just had another dropout on an Alex device connected to the eero 6 via wifi. the light on the eero remained solid white and the lights on the ONT were as follows:

Power - solid green

LOS - not illuminated

PON - solid green

LAN - flashing green

At the same time as the Alexa device failed my iPhone, connected to the same eero 6 lost wifi connectivity and I was unable to do a Speedtest. Moments later everything works again.

I could try connecting my computer to the ONT by ethernet & disconnecting everything else & see if I still get any dropouts?

[Michelle-TalkTalk]

Hi,

Ok thank you 🙂

Thanks

[NewbieHere]

I don’t know, I had switched the lights off on the eero6. I’ll put them back on & watch

[Michelle-TalkTalk]

Hi,

Does the light change on the eero when this happens?

eero network & light status | Future Fibre | TalkTalk Help & Support

Thanks

[NewbieHere]

Thanks for responding so quickly Michelle. Yes it’s all Wi-Fi , a moment ago I couldn’t get on the TT community site to reply to you on my iphone

[Michelle-TalkTalk]

Morning,

Sorry to hear this. Can I just confirm, is it only the alexa devices which are losing the connection or all wireless devices?

Thanks

[NewbieHere]

Good Morning Michelle, I’m afraid I’m having a similar problem today. Speed tests show a good internet connection but my Alexa devices which connect by Wi-Fi keep cutting out. Any ideas?

PS eero6 dashboard also shows good Wi-Fi to the devices

[Michelle-TalkTalk]

No problem 🙂

Thanks

[NewbieHere]

that’s great, much appreciated, thank you 

[Michelle-TalkTalk]

Morning,

Ok thanks for confirming and we'll check back in with you a few days to see if everything is still ok 🙂

Thanks

[NewbieHere]

Thank you - I didn’t try connecting my computer directly to the ONT but I did reboot the ONT and the eero 6, disconnected everything else & although the ONT & eero 6 indicated everything was fine, I couldn’t even run a Speedtest on the internet. Then it started to come back for a few minutes only to fail again. Late yesterday evening it became more stable & fingers crossed so far today it is fine.

Okla Speedtest showing 144 & 31 on Wi-Fi a room away from the eero 6.

I guess & hope that there was a fault somewhere in the external network that has now been resolved. 

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Can I just confirm, are you able to connect ok if you connect directly to the ONT?

Thanks

[Gondola]

Hi Newbie Here 

The ONT's green lights for all except the LoS indicator do suggest that the ONT is connected to the incoming optical fibre service.

The eero app Speedtest is testing the speed between the gateway eero to and from a server on the Internet. If that is indicating 150 down and 31 up then there is a good path to the Internet.

Which leaves the Wi-Fi connection between your devices and the gateway eero or a single Ethernet connection between a computer and the gateway eero.

Troubleshoot by rebooting your computer and switching off or bypassing any VPN connection that you may be using. A quick test with Fast.com gives me a rapid indication of things working normally.