topic Re: Eero Secure not activated on my account - Fibre 900 in Full Fibre

Eero Secure not activated on my account - Fibre 900

MarkG93 — Wed, 21 Jun 2023 20:05:43 GMT

I had Fibre 900 installed last week via CityFibre and everything went fine. My account updated to the right package but eero Secure still hasn't been activated on my account.

I've spent 5 hours on the phone to TalkTalk today being passed around from department to department getting nowhere. Apparently it's activated on my account but it's not available on my router nor on my account when I look apart from HomesSafe which isn't eero Secure.

I've attached a screenshot to what I see currently on my router.

Thanks in advance.

Re: Eero Secure not activated on my account - Fibre 900

Gondola — Wed, 21 Jun 2023 20:24:53 GMT

Hi @MarkG93

@Chris-TalkTalk is currently investigating this same issue for another customer. I'll flag this up to Chris in the hope that he can identify the config issue for both of you.

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Wed, 21 Jun 2023 20:28:44 GMT

Thanks for this, I also noticed my router hasn't got any TalkTalk branding on the eero pro 6 interface although I don't know if that matters either. After my long call session today my brain is a little frazzled.

Re: Eero Secure not activated on my account - Fibre 900

Gondola — Wed, 21 Jun 2023 20:38:08 GMT

The eero does need to be provided by TalkTalk and the eero app should show TalkTalk branding and on the Home tab indicate Internet provided by TalkTalk.

Just to confirm you have set up the eero and an eero account? Chris will probably need the eero serial number on the underside label of the gateway eero.

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Wed, 21 Jun 2023 20:53:03 GMT

This eero was sent by TalkTalk before my fibre install, I've put the serial number in my private information on my profile for the moderators in advance.

Screenshot above is from my eero Pro 6 as an example. I wonder why it hasn't got any branding.

Yes everything is set up according to the installation guide provided by TalkTalk that came with the box and I just double checked the link and it's set up exactly as instructed.

Re: Eero Secure not activated on my account - Fibre 900

Gondola — Wed, 21 Jun 2023 20:52:44 GMT

If the eero app is signed in to your eero Account then on the Home tab above the panel showing the Gateway eero Pro 6 should be a panel showing Internet Provided by TalkTalk. You're not showing that panel in the screenshot.

Thanks for putting the eero serial number in your Private notes.

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Wed, 21 Jun 2023 20:55:29 GMT

Apologies here's a better screenshot then. I pressed the down arrow too and nothing shows.

Re: Eero Secure not activated on my account - Fibre 900

Chris-TalkTalk — Fri, 23 Jun 2023 07:33:10 GMT

Hi Mark,

I'm just looking into this, I'll get back to you when I have any more information

Chris

Re: Eero Secure not activated on my account - Fibre 900

Chris-TalkTalk — Fri, 23 Jun 2023 07:47:24 GMT

Hi Mark,

Just to confirm, have you just been sent a new eero?

Chris

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Fri, 23 Jun 2023 12:53:50 GMT

The one up and running now is the initial eero sent to me before the service was installed - it's a Pro 6. It's been active since last week.

I did ask for another via the Future Fibre team on the phone a little afterwards although they sent me a regular eero instead of a Pro 6. The regular eero is in storage for now.

Today I did indeed receive another Pro 6 so I'm now waiting on what to do next.

Just to note I have:

2x eero Pro 6

1x eero regular

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Thu, 29 Jun 2023 22:02:18 GMT

I set up the new eero pro 6 out of curiosity and it still has no TalkTalk branding at all on the interface and no eero Secure active on it still.

I have no idea why it's like this. Despite these oddities the speeds and whatnot are fine.

The eero Pro 6 is fully updated too. I'm kind of confused by all this now, the DNS servers are the ones TalkTalk uses, it's the same email setup as the TalkTalk account too.

What else could be the issue?

Thanks in advance.

Re: Eero Secure not activated on my account - Fibre 900

Debbie-TalkTalk — Fri, 30 Jun 2023 07:17:10 GMT

Hi MarkG93

Please can you send me a Private Message with the serial number from the new eero.

Thanks

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Fri, 30 Jun 2023 07:50:30 GMT

Hi Debbie.

PM has been sent. I also added the serial number to my private notes alongside the old serial number for my other pro 6.

Thanks again.

Re: Eero Secure not activated on my account - Fibre 900

Debbie-TalkTalk — Fri, 30 Jun 2023 07:53:18 GMT

Hi MarkG93

Thanks for the Private Message. The team are looking at this now and I will post back shortly.

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Fri, 30 Jun 2023 07:57:19 GMT

Brilliant, thank you. It's certainly a weird one.

Re: Eero Secure not activated on my account - Fibre 900

Debbie-TalkTalk — Mon, 03 Jul 2023 09:35:07 GMT

Hi MarkG93

Apologies for the delay.

I've chased the team for an update and I will post back as soon as I have further information.

Thanks

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Mon, 03 Jul 2023 11:03:23 GMT

Hi again.

That's okay, I'll patiently wait as the service itself is actually functioning fine.

Although it's a very odd situation with the lack of TalkTalk branding on both my eero pro 6's interfaces and eero Secure remaining inactive.

I'd like to reiterate both eero pro 6's were sent by TalkTalk and not bought from Amazon.

Thanks again anyhow, I appreciate the help with this.

Re: Eero Secure not activated on my account - Fibre 900

Debbie-TalkTalk — Tue, 04 Jul 2023 08:28:21 GMT

Hi MarkG93

Please can you retest? This should now have updated.

Re: Eero Secure not activated on my account - Fibre 900

MarkG93 — Tue, 04 Jul 2023 09:51:22 GMT

Hey Debbie.

I've just looked now and I've got both the branding in the interface and eero Secure active! Thank you so much for getting this to work, everything is as it should be now.

Before I stop this thread can I ask; If I were to use the other Pro 6 or regular eero in future for example (which was sent by TalkTalk) would it be automatically updated or would I need to request an update for those?

Screenshots to show it's fully updated and working;

Re: Eero Secure not activated on my account - Fibre 900

Debbie-TalkTalk — Tue, 04 Jul 2023 09:56:34 GMT

Hi Mark

I'm so glad to hear this, thanks for confirming 🙂

In answer to your Q. They should automatically update but if you do experience any further issues then please let me know.

Thanks again.