Troubleshooting Networking Woes: A Methodical Approach
As an experienced IT professional, I’ve encountered my fair share of networking challenges. Diagnosing and resolving network issues can often feel like a never-ending puzzle, but with the right troubleshooting approach, you can typically get to the root of the problem. Today, I’ll share the story of how I worked through a particularly tricky networking issue, involving Eero mesh routers, MoCA adapters, and an Optical Network Terminal (ONT) – a tale that serves as a cautionary tale and a lesson in methodical problem-solving.
The Initial Problem: Stuttering Video and Unreliable Camera Feeds
A few weeks ago, the network in my 2800 square-foot home started to exhibit some concerning symptoms. While speed tests showed that we were getting the 500Mbps symmetrical service we were paying for through our Frontier FiOS connection, our TV playback was stuttering, and our Eufy security cameras were going offline and coming back online throughout the day.
As a seasoned network administrator, I knew something wasn’t right, despite the promising speed test results. Our home’s Wi-Fi is served by a mesh network of four Eero routers, which should be more than adequate for our needs. I reached out to my good friend, Pat Dengler, a Certified Apple Support Professional, for her expertise on Eero networks.
Swapping Out the Gateway Eero
Pat suggested that I actually call Eero support, which sounded a bit drastic, but I was at my wit’s end. After trying the usual troubleshooting steps of rebooting the devices, the Eero representative, John, initially complained that I had too many devices connected to the network. However, when I insisted on speaking to a higher level of support, John became more helpful.
The key discovery was that three of my four Eero routers were the Eero 6 Pro model, while the fourth was an Eero 6E, the newer and more capable variant. The 6E was acting as the gateway Eero, connected directly to the Frontier FiOS modem. John suggested swapping the positions of the gateway Eero 6E and one of the Eero 6 Pros, which immediately stabilized the network.
Mysterious Upload Speed Drops
However, the troubles were not over. During a recording session with my co-host, Bart, he informed me that my video quality was terrible, despite the fact that his video was fine. Upon running a speed test from my den, where my Mac is hardwired to the gateway Eero via Ethernet through a gigabit switch, I discovered that I was only getting around 20Mbps upload, despite the 500Mbps symmetrical service I was paying for.
I unplugged the Ethernet switch and connected my laptop directly to the second Ethernet port on the Eero, but the results were the same – a paltry 20Mbps upload. Even worse, when testing over Wi-Fi, I was getting numbers as low as 6Mbps!
Diving Deeper with Eero Support
I called Eero support again, and this time I was assisted by Ram. One of the first things he did was have me check the Eero app, which showed that I was indeed getting the 500/500Mbps service from Frontier FiOS. This indicated that the issue was not with the internet service itself, but rather something within the Eero network setup.
Ram then revealed an interesting discovery – out of the 67 devices connected to my network, 50 of them were connected to the gateway Eero! This was causing a significant bottleneck, as the devices were not evenly distributed across the other Eero nodes. Ram suggested that I go through and turn off Wi-Fi on all 50 of those devices, but I quickly realized that was not a practical solution, as it would involve manually disabling Wi-Fi on devices like my thermostat, doorbell, and garage door opener.
Tackling the MoCA Adapter Conundrum
After powering down and rebooting everything in serial, the device distribution improved, with around 45 devices connected to the dining room Eero and only 3 on the gateway. However, I was still seeing the abysmal 20Mbps upload speeds.
At this point, I was convinced that the Eero 6E gateway had a hardware issue, so I decided to replace all four of my Eero routers with the newer Eero 6E models. However, before making the expensive hardware switch, I gave Eero support one more call.
The representative I spoke to this time was less than helpful, repeatedly asking me the same questions and not understanding my answers. Frustrated, I decided to try a different approach – I connected my laptop directly to the little MoCA (Multimedia over Coax) adapter that Frontier had provided, bypassing the Eero network entirely.
To my surprise, the speed test through the MoCA adapter showed an even worse upload speed of 2.64Mbps! This meant the issue was not with the Eero routers at all, but rather something with the Frontier FiOS service.
Solving the Mystery with a Simple Fix
At this point, I had Steve, my husband and fellow engineer, take my laptop outside to connect it directly to the Optical Network Terminal (ONT) from Frontier. This is where the story takes an interesting turn.
Steve noticed that the MoCA adapter outside, which converts the Ethernet from the ONT to coax for the in-house distribution, had a blinking MoCA light. He wiggled the power and coax cables, and the light turned solid green. Curious, he then unplugged the MoCA adapter and connected my Mac directly to the ONT via Ethernet, and I instantly got 439Mbps down and 539Mbps up!
The issue was not with Frontier FiOS or the Eero routers – it was a problem with the MoCA adapter itself. Steve unplugged the coax cable from the outdoor MoCA adapter, blew into the connector (as is the well-known connector-fixing protocol), and securely reconnected it. After powering the adapter back on and waiting for the lights to indicate a proper connection, we went back inside and tested the wired Eero gateway connection, which now showed the expected 563Mbps upload speed.
Lessons Learned: Methodical Troubleshooting and Persistence Pay Off
This experience serves as a prime example of the importance of methodical troubleshooting and not making assumptions. By systematically isolating the problem, changing one variable at a time, and conducting controlled experiments, Steve and I were ultimately able to identify the root cause – a faulty MoCA adapter.
The key takeaways from this experience are:
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Don’t Overlook the Basics: Even when speed tests and diagnostics seem to indicate everything is working correctly, don’t dismiss the possibility of an underlying hardware issue. In our case, a simple coax cable reconnection resolved the problem.
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Trust but Verify: While the Eero app was reporting the expected 500/500Mbps speeds, the real-world performance was drastically different. Always double-check the information provided by diagnostic tools and apps.
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Adopt a Methodical Approach: By systematically isolating each component of the network, we were able to pinpoint the root cause. Changing one variable at a time and conducting controlled experiments is crucial for effective troubleshooting.
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Leverage Expertise and Community Resources: Seeking advice from experienced professionals, like my friend Pat, and engaging with technical support can provide valuable insights and guide you towards the solution.
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Persistence Pays Off: It would have been easy to give up after the initial frustrating call with Eero support. However, by persisting and trying different approaches, we ultimately uncovered the root cause and resolved the issue.
In the ever-evolving world of technology, networking challenges will continue to arise. By following a methodical troubleshooting process, leveraging available resources, and maintaining persistence, you can overcome even the most perplexing IT problems. Remember, “Don’t Get Caught” unprepared – equip yourself with the knowledge and problem-solving skills to tackle any networking issue that comes your way.
