5 day investigation

[Loutree]

I have had long term issues with my 5G broadband connectivity, having to do a hard reset probably 5 times a week!

Tuesday last week it would not reset so an exchange was organised for Wednesday   
I had a text Wednesday from the courier saying there’s a delay and it would be Thursday!

on Thursday my daughter handed over the 5G router plus eero 6 mesh as agreed. 
when I came home from work to set it up the 5G unit was there but no eero!

After an hour on the phone and my third conversation I am told that there will be a 5 day investigation to find out where the eero has gone.  Meantime I have had no broadband for 6 days now, and maybe for another 4 to 5 days. 
I have spoken to the courier who say they only had 1 box (the 5G) in the package. 
I have honestly been beside myself over the situation. It’s been so stressful and very unlike myself I lost it with the guy who told me he wouldn’t send me the eero. I’m not proud of myself but I do think it is the worst customer care I have ever received. 

[MymsMan]

Are you sure that you were asked to return the eero as well as the hub?  I cant see why you would be asked to return the eero if the hub was suspected of being faulty.  There may have been a breakdown in communications during your initial problem reporting.

Three's return tracking is notoriously poor so it may take them a while to confirm whether or no they actually received your eero.

In the meantime do you have a router left over from a previous broadband contract?  Or could you borrow one from friends or relatives?     There is nothing special about the eero and you can plug any router into the hubs ethernet connection to provide you with internet access.

If you continue to suffer from frequent losses of internet connectivity there are a number of hub settings that can be tweaked to minimise the number of connection outages.  Post again if you need further details.  

[Loutree]

Further details of setting tweaks would be great. Thanks. 

[MymsMan]

• log on to to hub https://192.168.0.1 using userid admin and password printed on hub label
• Navigate to Advanced->System->TR069
• Disable TR069 and Periodic Inform
• Submit, if that fails with a red message then clear 'Request user name' field and try again.  Do Not clear 'ACS user name' field
• Navigate to Advanced->System->Maintenance
• Disable Scheduled Reboot or change to a less frequent interval (days)
• Click on Scheduled Reboot

[Loutree]

Hi, yes. 100 % asked to return everything. I was told that the 5G modem and eero are paired. I have since tried to use an old sky router but have found it to be locked. Plugged my daughter’s laptop in which worked and has given us some connectivity at least, but am looking to try a better short term solution. When I thought the customer care couldn’t get any worse, I had the complaints representative ring me this morning.  I was happy for the conclusion to this mess at last. After taking my details he said he had no update for me as he had phoned the wrong customer! 🤦‍♂️