Stream pucks with Eero 6 mesh issues

[horace]

We've had our Eero mesh system in place for several years now, and never had any issues with our previous Sky setup (Sky Q with mini boxes).

Our broadband provider is a local company (Alncom) who installed a 600 mbps fibre connection under the Rural Broadband scheme. The service is rock solid (always slightly over the 600 mbps speed). Wifi signal is also robust (with all devices except our two stream pucks).

About a year or so ago we upgraded to Sky Stream. It all worked seamlessy for about six months, and then we started having issues with onscreen messages saying there was no wifi connection to the puck (I assume 'wifi' means wifi or ethernet, as both pucks are hardwired to a mesh unit - most of the time at least, as we sometimes find that going back to wifi will fix the issue). Sometimes removing power from the puck and restarting it will work, and sometimes not. Sometimes restarting the router will work, and again, sometimes not. Sometimes everything will work perfectly for weeks, and sometimes the issue recurs endlessly, several times a day. It's driving us insane.

The only pattern I have identified is that the problem recurs after every Eero firmware update, which might be helpful if it were not for the fact that the problem happens so often when there's been no firmware update. Sometimes both pucks will misbehave at the same time, and sometimes only one will.

For info, when we have a puck connected via ethernet, wifi is always switched off in the network settings.

I'm seriously beginning to wonder if this might be an Eero issue. They were expensive, so I am reluctant to replace them without being sure I've tried everything else first.

I spoke to Sky support last week (at which point one of the pucks was connected via ethernet, and the other via wifi). The tech support guy (who clearly knew what he was doing) told me that bizzarrely, the puck connected via ethernet was showing much higher latency (500) than the one connected via wifi (100). He said he had never seen this before and could not explain it.

I don't feel I'm much further forward.

Does anyone have any suggestions?

Many thanks

[horace]

Further to the above, there are six of us in the house, which adds up to a significant number of devices connected to the mesh network. All of them work flawlessly over wifi - except the stream pucks (oh, and our Ring doorbell, but I'm pretty much convinced that's because it's a piece of crap).

[Exiled-in-HH]

You'd probably be better off using the NOWTV streaming service to access Sky's subscription channels and on-demand😉

[Floydianslip]

@Exiled-in-HH 

OP has six pucks in his home?........Now TV offers only three devices per sub,  unlikely it would work for OP.

[horace]

@Floydianslip - No. Two pucks, multiple other devices (I was trying to make the point that everything else we own works perfectly on our network. It's only the pucks that don't). 

[horace]

@Exiled-in-HH - Or ask Sky to put us back on Sky Q. What we're paying for Stream makes it poor value while the current issues remain, and there is no indication so far that Sky even know what the issue is. 

Is reverting to Sky Q likely to be an option do you think? 

Thanks

[Exiled-in-HH]

I've never had or wanted Sky Q ... NOWTV is the most cost effective and flexible way to access Sky's subscription channels😉

I have a TV connected to DSat and DTT, as well as broadcaster's apps for access to live channels and on-demand😊

Didn't the Sky technician you spoke to comment your latency being the issue🤔

[horace]

@Exiled-in-HH 

Thanks.

Support did say that latency was higher than ideal, but that was it.

I'll try calling Eero support, and hope they don't say it's a Sky issue...

[horace]

@Exiled-in-HH 

Your suggestions re NowTV and other options look very attractive right now. Would certainly save me a ton of money.

[Mister_Dalek]

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@horace wrote:

@Exiled-in-HH 

Your suggestions re NowTV and other options look very attractive right now. Would certainly save me a ton of money.

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I second the use of NOW TV if you don't need the whole Sky UI and want to switch to a fully streamed service. 

If you want to stay in the Sky eco-system then they will revert you back to Q if you want. I switched from Q to Stream nearly 2 years ago, gave Stream a go for a year but hated it. I quit Sky completely after that and have been streaming entirely via apps very successfully for the past 9 months. 

Sky have tried to get me to come back a couple of times, first with offers of Stream at half price, then when I told them about the issues I had with the puck, they offered Sky Q for £20pm. Both of which I've refused, simply because I don't need Sky hardware any more as streaming on alternative hardware is reliable, versatile and just works so well. 

[horace]

Thanks for all the advice so far.

I've just spoken to Eero support, who were also a bit baffled. They have escalated my query to their engineers.

Eero supports best guess is that the two sream pucks are interfering with each other in some way, but I'll wait and see what their engineers come back with.

Regardless of how this all turns out, I am seriously beginning to wonder whether I can justify continuing my Sky subscription in the longer term. It's a lot of money (especially if it doesn't work properly).

Will keep you posted.

[Floydianslip]

@Mister_Dalek You are aware that Sky own Now TV? 

[Mister_Dalek]

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@Floydianslip wrote:

@Mister_Dalek You are aware that Sky own Now TV? 

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Of course. NOW is my preferred method to access Sky content, rather than via Sky owned hardware. 

[Exiled-in-HH]

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@Mister_Dalek wrote:

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@Floydianslip wrote:

@Mister_Dalek You are aware that Sky own Now TV? 

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Of course. NOW is my preferred method to access Sky content, rather than via Sky owned hardware. 

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Probably because it just works ... with very few issues and significant saving in costs😉

[Skull+Treaty]

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@Mister_Dalek wrote:

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@Floydianslip wrote:

@Mister_Dalek You are aware that Sky own Now TV? 

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Of course. NOW is my preferred method to access Sky content, rather than via Sky owned hardware. 

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@Mister_Dalek I commend your use of NOW, rather than NOWTV - it must circa three years since they dropped the "TV" from the name. 👍