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Issue with viewing TV. Internet works fine.

I recently purchased the EERO Pro. I am in Hawaii and have HawaiianTel as my TV provider (Digital TV). The provide a router/modem from PACE model 5168NV.

I installed EERO and enabled Bridge mode in my PACE router per instructions from your support pages (below for more details on how it's all connected).

My setup is all wired:

ISP -> Pace Router (Bridge Mode) -> EERO Pro (Gateway)  -> Gigabit Switch -> LAN for the rest of the house -> EERO Pro X 2 (wired)

All internet connections work well.

The problem is that when I watch TV through my cable set box,  it says "Television signal has been lost" after about 10 seconds on the channel. I can change channels and watch for 10 seconds and same thing happens.

The TV provide Set box is connected:

TV Set box -> Gigabit Switch -> EERO Pro (Gateway) -> Pace Router -> ISP

What do I need to do to configure EERO so that it doesn't interfere with the Digital TV signal? Is there a setting in the EERO Pro that is causing this interference, or is there a best practice on a setting on the routher?
 

p.s. I originally had a Zylex router that Hawaiian Telcom switched out for the Pace because the Zylex I had did not offer Bridge mode.

Any help would be greatly appreciate!

3 replies

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    • esit.1
    • 2 yrs ago
    • Reported - view

    Hello did you find out what the issue was.  I am recent HawaiianTel user and looking to use the eero to improve my wifi

    • davidlord
    • 6 mths ago
    • Reported - view

    Just got my eero, same problem.  I'm sure that the STB tells HawaiianTel  it is getting the signal from another source than one of their POS routers, so they close the valve at HQ.  Absolutely useless customer support, I am pretty sure they can authorize a new MAC address or some other identifier for the eero router but just won't.  HT is garbage, been paying for 300mb service for years and barely getting 150. As soon as we put in an eero pro with a eero 6 tender, went to 235 on speedtest.  So, despite paying for 300mb service, their crap router barely delivers half that.  As shit as HT is, Spectrum is even worse, luck we live Hawaii.

    • Douglasferguson
    • 6 mths ago
    • Reported - view

    It's possible that the EERO Pro is causing interference with the TV signal from your cable set-top box. Here are a few things you can try to resolve the issue:

    1. Check the cables: Make sure that all cables between the set-top box, the EERO Pro, and the Pace router are securely connected and not damaged. Loose or damaged cables can cause signal loss.

    2. Check for Wi-Fi interference: Although your setup is wired, the EERO Pro can still emit Wi-Fi signals which may interfere with the TV signal. Try disabling Wi-Fi on the EERO Pro and see if that improves the TV signal. You can do this by accessing the EERO app, selecting the EERO Pro, and then disabling Wi-Fi in the settings.

    3. Check for interference from other devices: Other devices in your home, such as wireless speakers or baby monitors, can also cause interference with the TV signal. Try turning off other devices in your home one-by-one to see if any of them are causing the issue.

    4. Contact your TV provider: If none of the above steps resolve the issue, you may want to contact your TV provider for assistance. They may be able to provide additional troubleshooting steps or suggest a different configuration for your setup.

    It's also worth noting that some TV providers require specific configurations for their set-top boxes to work properly. You may want to check with your provider to see if they have any specific requirements for connecting their set-top box to a third-party router or gateway. TellCulvers

    I hope this helps you resolve the issue with your TV signal!

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Content aside

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