topic Re: Full fibre probs in Full Fibre

Full fibre probs

shazzmundos — Thu, 15 Jun 2023 21:38:57 GMT

i had fibre 900 installed (all good engineer did a tidy job). Got a few problems now though

1) can’t get digital voice to work. Tried the chat, was going through troubleshoot did a reset etc got cut off agent didn’t call me back. I have 2 blue lights the phone light is off but flashes if I pick up the phone. Can you help pls?

2) I’ve lost my hik vision camera for some reason, it’s permanently offline since changing router even though same network password. Are there any know issues with that?

3) my house alarm also connected via WiFi is doing strange things since getting the eeros set up. Any known issues with that?

it’s taken hours to get nowhere on these 3 issues

thanks

Re: Full fibre probs

Anonymous — Fri, 16 Jun 2023 06:19:52 GMT

Hello,

I'm sorry to hear this. Can you try the following, plug the DVA (grandstream) into the ONT, wait for the broadband light to come on then perform a pinhole reset of the DVA, this should get the phone light back on within about 5 mins, once that comes on can you change setup back to normal. Please let us know how you get on.

What happens with the house alarm and camera? Do you see any error messages?

About eero secure | Future Fibre | TalkTalk Help & Support

Blocking or Allowing websites with eero Secure - TalkTalk Help & Support

Thanks

Re: Full fibre probs

shazzmundos — Fri, 16 Jun 2023 12:01:50 GMT

Hi there - did as per your instructions and nothing. The phone recognises there is a line when plugged in… no solid blue light still. If I call my number there is not available.. has someone forgotten to activate my service?

On the camera, completely lost the ability to use it… the alarm has started beeping when I open the front door and can’t be deactivated. This is not good I’ve been searching up how to try and sort this lot out for hours!

Re: Full fibre probs

Anonymous — Fri, 16 Jun 2023 12:36:07 GMT

Hi,

So just to confirm, you reset the DVA and have you also powered down the ONT and eero and then retested this again? In regards to certain devices not working, could you following the trouble shooting steps directly in the eero app as there should be steps to follow and also the option to contact the eero team.

Thanks

Re: Full fibre probs

shazzmundos — Fri, 16 Jun 2023 12:46:18 GMT

Hi - I didn’t power down the ont or router as you didn’t tell me to! I’ll try later when my wife isn’t working… can someone check my service is activated before I waste more time on it later?

Re: Full fibre probs

Anonymous — Fri, 16 Jun 2023 13:05:17 GMT

Hi,

I've just consulted with my colleague, please disregard my last message about rebooting the ONT and the eero. I've checked and I can't see any faults so my colleague has now recommended holding the pin reset button in on the Digital Voice Adapter (DVA) for a full 20 seconds then leave the DVA for 15 minutes, then retest as they believe this should then work.

Thanks

Re: Full fibre probs

Anonymous — Fri, 16 Jun 2023 13:07:54 GMT

Hi,

Just to add to the below, have you also seen this help article in regards to a device not connecting? - Problems connecting a device to eero - TalkTalk Help & Support

Thanks

Re: Full fibre probs

shazzmundos — Fri, 16 Jun 2023 15:43:45 GMT

Hi the 20 sec reset and wait 15mins didn’t work either! Any other ideas? Thanks

Re: Full fibre probs

Gliwmaeden2 — Fri, 16 Jun 2023 16:54:26 GMT

Staff will be back on Monday, @shazzmundos.

Re: Full fibre probs

shazzmundos — Sun, 18 Jun 2023 19:50:11 GMT

Hi again. So been in contact with eero support who fixed my camera settings so they work with the new router. They couldn’t get the grand stream to work and believe it is a problem with the grand stream settings. Can talk talk check and help sort that out pls ? I have spent too many hours on helplines and the marketing suggests it should be plug in and it works. Thanks

Re: Full fibre probs

Chris-TalkTalk — Mon, 19 Jun 2023 09:13:58 GMT

Hi shazzmundos,

I've made a change so could you please retest and let me know if the grandstream is now working

Thanks

Chris

Re: Full fibre probs

shazzmundos — Mon, 19 Jun 2023 10:03:49 GMT

Hi Chris - thanks for trying, but I’m afraid not, I also turned power off to start it up again but still not working.

Re: Full fibre probs

Chris-TalkTalk — Mon, 19 Jun 2023 11:37:58 GMT

OK thanks. Could you try the 20 second reset again please and if it's then still not working I'll pass it over to our Future Fibre team

Thanks

Chris

Re: Full fibre probs

shazzmundos — Mon, 19 Jun 2023 12:00:17 GMT

Hi Chris - done another reset still not working I’m afraid!

Re: Full fibre probs

Chris-TalkTalk — Mon, 19 Jun 2023 12:35:27 GMT

OK, thanks for trying. I think we should try another grandstream DVA, would you like me to send one to test with?

Chris

Re: Full fibre probs

shazzmundos — Mon, 19 Jun 2023 13:27:42 GMT

Hi Chris -

yes pls send another if you think it will work. Will the future fibre team be looking into the issue in the meantime or not?

ps - if you are sending another pls note the last one I got was apparently not set up to be compatible with the eero routers I have. The IP addresses were not in the same range of the routers. Eero support sorted that out for me by reserving an ip for the Fra stream to use. So if you send another are you able to send one that is set up in advance. Thanks

Re: Full fibre probs

Chris-TalkTalk — Mon, 19 Jun 2023 13:55:17 GMT

Hi shazzmundos,

I've ordered the DVA, it should be with you within a couple of working days but please allow up to 5 working days for delivery. The DVA should be setup to work with the eero by default.

Chris

Re: Full fibre probs

shazzmundos — Mon, 19 Jun 2023 20:48:00 GMT

Hi Chris ok thanks fingers crossed then as eero told me the last one wasn’t set up properly. Will let u know when it arrives and I’ve tried it out.

Re: Full fibre probs

Anonymous — Tue, 20 Jun 2023 05:33:39 GMT

Morning,

Thank you. We'll also check in with you at the end of the week to see how you're getting on.

Thanks

Re: Full fibre probs

shazzmundos — Tue, 20 Jun 2023 11:48:32 GMT

Ok. Whilst I wait for that can you tell me if I have eero secure activated because I can’t see it in the app I can only see this. My sons virus software seems to be getting more warnings and alerts. I saw another post that said it is likely that it has not been activated by the full fibre team? Pls can you check? Thanks