topic Re: Eero bar code not recognised in Full Fibre

Eero bar code not recognised

Clarecrossland — Wed, 27 Sep 2023 17:20:11 GMT

Our engineer came to set up our super fast broadband today, but the eero router didn't arrive until after the engineer left. All the lights are solid green on the fibre connection box, the eero is flashing green, but when I try to connect with the app or says no device found. If I try to scan the bar code it says there was an issue registering my device. On one occasion it did link but said that there modem wasn't connected correctly.

Re: Eero bar code not recognised

Gliwmaeden2 — Wed, 27 Sep 2023 18:09:19 GMT

Did you follow all these instructions, @Clarecrossland?

https://community.talktalk.co.uk/eerosetup

They say NOT to power off the modem at any point.

If still having problems, wait for staff to reach your thread during the day.

They'll need to identify your account from your community forum profile details. Please add your Talktalk phone number / account number by going via your avatar/name; settings; Personal Information. SAVE CHANGES.

Re: Eero bar code not recognised

Clarecrossland — Wed, 27 Sep 2023 19:57:02 GMT

Thanks, have tried these instruction with no success. Thanks for the advice to add my details.

Re: Eero bar code not recognised

Anonymous — Thu, 28 Sep 2023 06:09:26 GMT

Hi Clare,

I'm sorry to hear this. Can I just confirm, does the connection work if you connect directly at the ONT with the eero removed? Did you also try step 6 in the below guide? There is also a step called manually connect an eero to your network. If this is still not working then please let us know.

Setting up your eero | Future Fibre | TalkTalk Help & Support

Thanks

Michelle

Re: Eero bar code not recognised

Clarecrossland — Thu, 28 Sep 2023 20:04:09 GMT

Hi, the link to manual set up doesn't seem to work when I click on it. I have tried putting the bar code which doesn't work.

I have tried plugging in my old talk talk router to the new modem on the wall and this seems to work so I assume it is an eero issue.

Re: Eero bar code not recognised

Gliwmaeden2 — Thu, 28 Sep 2023 22:15:59 GMT

I'll report that the manual set up link is dead, @Clarecrossland.

Lucky that you still had the old router! At least we know that the internet is live.

Edit:

If you scroll further down the page we gave you, you can open out the instructions for manual set up, at the bottom.

Re: Eero bar code not recognised

ferguson — Thu, 28 Sep 2023 20:41:54 GMT

Here are the maual setup instructions:

Re: Eero bar code not recognised

Clarecrossland — Thu, 28 Sep 2023 20:56:43 GMT

Thanks for providing this. I have tried this, but it didn't recognise the number.

Re: Eero bar code not recognised

ferguson — Thu, 28 Sep 2023 21:16:14 GMT

Ah, sorry to learn that. Let's see what more the support team can advise.

Re: Eero bar code not recognised

ferguson — Thu, 28 Sep 2023 21:53:29 GMT

Just a thought after checking my own eero: did you include the hyphens and/or check for the difference between a letter O and a number 0?

Re: Eero bar code not recognised

Gliwmaeden2 — Thu, 28 Sep 2023 22:29:53 GMT

To try to crack why we can't get the link in blue writing to work from that page, @Clarecrossland, helpful to know your device model and browser(s) that you are using.

Re: Eero bar code not recognised

Gliwmaeden2 — Fri, 29 Sep 2023 07:11:48 GMT

That problem with the link has now been resolved, @Clarecrossland, so thank you for mentioning it.

Let us know if you still need help.

Re: Eero bar code not recognised

Chris-TalkTalk — Fri, 29 Sep 2023 11:40:53 GMT

Hi Clarecrossland,

How are you getting on, do you still need assistance?

Chris

Re: Eero bar code not recognised

Clarecrossland — Fri, 29 Sep 2023 14:04:52 GMT

Still in need of assistance. Internet is working with our old router but the eero won't work

Re: Eero bar code not recognised

Gliwmaeden2 — Fri, 29 Sep 2023 16:43:28 GMT

@Clarecrossland, staff will be back after the weekend.

Re: Eero bar code not recognised

Anonymous — Mon, 02 Oct 2023 06:14:43 GMT

Morning Clare,

I'm really sorry to hear this. Have you also tried resetting the eero? There is a video on how to do this at the bottom of this help page.

Setting up your eero | Future Fibre | TalkTalk Help & Support

Thanks

Michelle

Re: Eero bar code not recognised

Clarecrossland — Wed, 04 Oct 2023 11:15:52 GMT

I will try this later. I was also wondering if I should have received a connector for my land line? Thanks

Re: Eero bar code not recognised

Debbie-TalkTalk — Wed, 04 Oct 2023 11:28:09 GMT

Hi Clarecrossland

Thanks for your reply.

You should receive a DVA (digital voice adapter) for the phone to connect.

Re: Eero bar code not recognised

Clarecrossland — Wed, 04 Oct 2023 15:49:21 GMT

Hi, I have tried resetting the eero and it still isn't working, still not found by the app, and bar code doesn't work.

I also have not received my phone connector.

Re: Eero bar code not recognised

Chris-TalkTalk — Thu, 05 Oct 2023 07:37:54 GMT

OK thanks. I think we should try another Eero, would you like me to send one?

Chris