topic Re: Eero after TT in Full Fibre

Eero after TT

Webb3284 — Thu, 29 Feb 2024 21:26:02 GMT

Hi,

We had Fibre 900 installed back in September 2022, as part of this we were sent 2x Eero Pro 6’s which were advertised as “Free” and back then the T&C’s stated that we would own them after contract ended. I’m aware that the T&C’s have since been changed so that newer customers would have to return theirs at contract end, but those T&C’s can’t apply to us as it was after we agreed the contract.

Does anyone on here have any insight into whether or not TT will honour their original T&C’s without a fuss? It would be dishonest & illegal for them to deactivate our Eero units if/when we leave next month, but as with all big companies that doesn’t mean it won’t happen!

Thanks

Re: Eero after TT

fr8ys — Thu, 29 Feb 2024 21:44:12 GMT

There have been reports from those who bought on the grey market, either eBay, CeX etc, that they have been locked to TalkTalk networks or disabled after they have been purchased.

Official confirmation one way or the other would be interesting to have.

Re: Eero after TT

Webb3284 — Thu, 29 Feb 2024 21:47:59 GMT

Incredibly dishonest if that were to happen! We signed up for a package which included the Eero units being owned at this stage, this was all before the small print was updated to reflect the possible restrictions.

We’re at contract end in March and considering going with an alternative CityFibre ISP, saving £15/month for the same service.

Re: Eero after TT

Gondola — Thu, 29 Feb 2024 22:46:33 GMT

The terms of supply of TalkTalk free issue eero 6 routers hasn't changed. "The eero device is restricted use and can only be used on the TalkTalk broadband network and with TalkTalk eero enabled packages, otherwise they may be deactivated." The Amazon terms and conditions also reserve the right to Amazon to deactivate any eeros that they believe have not been officially acquired.

So, it's quite clear that at the end of the initial contract the free issue router(s) is(are) your responsibility (TalkTalk T&C's) but will remain usable only as stated on the sales pages (see small print - Router entitlement) and as stated during the order process.

TalkTalk will send you a pre-paid returns bag so you might as well use that. I've had two broadband contracts using the TalkTalk free issue eeros so I am well aware of the usability of the eero both during at at the end of a contract.

I'm still using an eero 6+ mesh network because that network has provided whole home and garden wi-fi coverage. The eero 6+ routers were acquired direct from Amazon.

Re: Eero after TT

Webb3284 — Fri, 01 Mar 2024 07:41:33 GMT

Thanks for the input Gondola, I disagree with that though. The T&C’s clearly state that:

7.5

We’re only responsible for, and can only support, equipment provided by us during the period of the applicable contract with us. We can’t guarantee that the services will work with other equipment and certain equipment may be restricted to use only on our network or with a certain package offer. We will tell you if this is the case.

TalkTalk have not told me that the supplied Eero’s would be restricted to use on their network. It was not part of the original order wording and is not written in any emails which have been sent. The initial contract was formed on the basis of the devices contributing significant added value, essentially making the supply of the data service cheaper. If TalkTalk don’t tell me they’re restricted prior to contract, they can’t retrospectively restrict them.

It’s whether or not TalkTalk will honour their own T&C’s or not. We already had an Eero mesh network prior to having TalkTalk services so could always fall back to that, but that’s not the point at all. The Eero’s were offered as part of the contract “Free” and when reading the T&C’s it was understood that we would be informed if they’re restricted, and we weren’t so the contractual terms stand.

Re: Eero after TT

Gondola — Sat, 02 Mar 2024 13:28:49 GMT

The restriction on eero use is stated in the order process. I was certainly aware of being told that. And being told to read the Amazon terms and conditions as well.

And given in the sales page small print that customers are made aware of although you've got to go read those sections.

The Customer terms and conditions stated are as the version dated 26 July 2021. So in this respect your order of September 2022 is covered both by the order process and confirmed in the T&C's.

These are my personal observations and experience just for your guidance and not a TalkTalk response.

Re: Eero after TT

Webb3284 — Fri, 01 Mar 2024 09:54:35 GMT

Oh I agree the Amazon T&C’s are clear, but the devices have been obtained officially as ownership of the devices is confirmed in TalkTalk T&C’s.

Re: Eero after TT

Gondola — Fri, 01 Mar 2024 10:11:04 GMT

Yes you own them for restricted use on the TalkTalk network and with TalkTalk packages as you'd been told during the order process exactly as it says in T&C's that you would be told.

That's clear enough? Wait for TalkTalk to confirm.

Re: Eero after TT

ufo_BN38EZ_1 — Sun, 31 Mar 2024 13:47:32 GMT

There must be a way for TT to send a firmware update to release them rather than create more waste.

I have the eero pro 6 supplied bby TT. I later purchased an eero 6 extender direct from Amazon so I would like to use the pro 6 TT supplied me rather than having to buy another from Amazon to make use of the extender.

Re: Eero after TT

fr8ys — Sun, 31 Mar 2024 14:12:21 GMT

@ufo_BN38EZ_1 if you read the replies so far you will see you don't own the Eero as per your T&C when signing up.

TalkTalk will not change their position on this.

PS you should of started your own thread as it's easier for staff to answer one customer per thread.

Re: Eero after TT

Webb3284 — Sun, 31 Mar 2024 14:41:59 GMT

You might want to read the T&C’s there, it specifically states the customer owns the device. It also states that the device may be locked but that TT will inform the customer if that is the case…. Hence my original post as I was not notified of this being the case.

Irrespective of this, to offer the Eero device as “free” implies ownership and, as with mobiles, once the contract has been satisfied to full-term the device should be unlocked. It’s unethical and anti-competitive to have a customer owning something which they can only use on the original network.

Re: Eero after TT

Gondola — Sun, 31 Mar 2024 15:00:09 GMT

Hey Webb3284

BT Routers are locked to the BT network and always have been even before BT started requesting them back. So you're suggesting that is also anti-competitive? Get real, Ofcom would pounce if the practice of network locking free issue devices was in any way anti-competitive.

You were informed at the point of ordering that eeros supplied free issue by TalkTalk are restricted to use on the TalkTalk network only. At the end of the contract you can continue to use the eero only on the TalkTalk network. You are choosing to ignore that fact. You would also have been told that eeros purchased by you are unrestricted and you can use those off the TalkTalk network.

Other ISP's also offer eeros also with the restriction on use to that ISP network only and that's also stated at order stage and in T&C's. So TalkTalk is not the only ISP that this applies to.

Re: Eero after TT

Webb3284 — Sun, 31 Mar 2024 15:16:26 GMT

“Get real” lol

It’s ok that you’re a TT fanboy, but you can wind your neck in a bit with the comments, especially when you’re wrong.

BT Broadband T&C’s state that the BT Hub is owned by BT, so to have that router locked makes plenty of sense. It’s also a proprietary device that just wouldn’t have the correct functionality on another ISP and is not sold on the open market for any other purpose. This is in stark contrast to the Eero devices which are not proprietary to TT and are openly sold to retail customers for use on every ISP…. Exactly like mobile phones.

As much as your fanboy brain fog would like you believe you’re right in everything you say TT related, you are in fact wrong on this. I was categorically NOT informed that the Eero devices I received were locked to TT, there was no mention of it during the order process because I distinctly remember checking what the catch was (seeing as I had already just purchased 3x Eero devices myself for a considerable sum) and although that information may have been available somewhere on the TT website at the time of ordering (March 2022), it certainly wasn’t prominent in the order process and I haven’t been “informed” of this policy before, during or after my 2-year contract with TT.

The policy is anti-competitive (it forces people to bin/replace a valuable device they own if the switch ISP’s) and it is unethical insofar as it locks somebody else’s property to a certain ISP as well as creating electronic waste unnecessarily.

Re: Eero after TT

Gondola — Sun, 31 Mar 2024 15:33:17 GMT

BT products are available to purchase in multiple places for use on any network. For example BT Shop. Just as eeros purchased from TalkTalk or Amazon are for use on any network.

TalkTalk will take back devices for recycling so there is no environmental issue here.

The Customer terms and conditions stated are as the version dated 26 July 2021. So in this respect your order of September 2022 is covered both by the order process and confirmed in the T&C's.

Please do not be personally abusive.

Re: Eero after TT

Webb3284 — Sun, 31 Mar 2024 19:05:00 GMT

What are you even on about?! BT Smart Hubs are available to purchase yea, but can only be used on BT networks… So my point stands.

Have you actually read the T&C’s, specifically the part in 7.5 where it says, in relation to equipment potentially being network locked, “We will tell you if this is the case”? Can you fathom that this term only applies if the condition of “telling me” is actually carried out?

TT have not told me that my equipment is network locked, therefore they do not have the right to lock it. It pains me to have to explain this over and over, but despite your love of TT and the relentless endeavour to defend them irrespective of morality, this is a plain and simple case of what is and what isn’t.

As for TT recycling devices to avoid environmental concerns, I do hope that’s a joke! Recycling a valuable and current device is just laughable when it has plenty of useable life left!

Re: Eero after TT

Gondola — Sun, 31 Mar 2024 19:52:09 GMT

I already said that BT routers are locked to the BT Network. YOU said that was anti-competitive. NOT me. I NEVER said anything about purchasing BT Smart Hubs I simply said purchasing BT products EXACTLY as the BT Shop says you can for ANY network.

Recycling current devices can mean using them as tested replacements for faulty devices. So this is making best use of the recycling programme.

Anyway, the main point is you are continuing to assert TalkTalk has no right to lock the eero for use only on the TalkTalk network. I can see they do have the right asserted not only in the online ordering process statements and in Terms and Conditions.

Your continued personal derogatory remarks are unacceptable.

Re: Eero after TT

Webb3284 — Sun, 31 Mar 2024 21:18:02 GMT

If there was any coherence to your argument I wouldn’t need to keep correcting you. I apologise if it hurts your feelings to be corrected, it’s not my intention to offend you.

You said BT products are for sale from the BT shop for use on any network, that simply isn’t true…. And we’re talking about routers here, not the plethora of other electronic consumer goods that are out there. Your argument was that TT follow the same practice as BT in locking supplied devices, but the Eero is an open-market device offered as “free” (with ownership from Day 1, in contrast to BT) and yet again…. Only locked to the TT network when TT inform a customer of the lock, invoking term 7.5 of the 7/21 T&C’s.

You have no reasonable opinion on whether or not I was, or have been since, informed of such lock. You were just present at the time of ordering and as far as I’m aware you do not have access to my emails. My post was to ask for people’s experience of wether or not TT would honour their T&C’s, not for your personal vendetta style approach of trying to convince me you know better of my specific circumstances.

FYI, my ordering experience was probably somewhat dissimilar to yours. I signed up to TT using a CityFibre referral link as an early-bird deal in our area. The ordering process was very broken at that time, the order didn’t actually process correctly and had to manually pushed through weeks later by customer service. For instance look at the email they sent me on 14th September saying my engineer visit is on 24th August!

My original question still stands, it will be interesting to see if TT do try and block my devices as I’ve decided today to contract with EE. If TT do block them, they’ll be receiving a court summons!

Re: Eero after TT

Gondola — Sun, 31 Mar 2024 23:05:18 GMT

Hey, your personal screenshot from 2022 adds nothing useful but shows a first name for member Webb3284 which you may wish to delete especially if that's your date of birth as part of your Username. TalkTalk Community asks all members to be kind and respectful and not to post offensive language or personal details here if you haven't had those drawn to your attention before now.

So, L, now that you've posted your first name in public I wish you to know first hand that your personal derogatory remarks have caused serious offence. You knew full well that you were out to cause offence by being personally abusive in multiple derogatory posts even after I asked you to stop.

In my opinion you have no case to put here or in a court of law - that's a waste of time as a legal professional should tell you straight out and as I've already pointed out to you. Noted that you are leaving TalkTalk which was obvious from the outset by wanting the free issue eero unlocked from TalkTalk.

Just for the avoidance of doubt the BT equivalent of the eero is the BT Whole Home Wi-Fi product that Works with all broadband providers. And for the further avoidance of doubt I have been through the entire eero ordering process with TalkTalk, twice, so I do know what I'm talking about through direct knowledge of the specific eero terms and conditions of use.

Good luck with EE and goodbye.

Re: Eero after TT

ferguson — Sun, 31 Mar 2024 23:27:50 GMT

After first coming across this topic just now because it is near the top I decided to settle in with a bucket of popcorn and work my way through.

@Webb3284

Did you honestly imagine that a two-pack of eero Pro 6 units, currently retailing on Amazon at £289.99, were yours to keep if you left TalkTalk?

Re: Eero after TT

fr8ys — Mon, 01 Apr 2024 08:00:51 GMT

Many companies make a charge upfront for their equipment which may or may not be limited to delivery and installation charges.

In this respect Free means free of these charges to the consumer.

This is generally accepted advertising of things that are Free to the consumer.

Note I have been generic in my statement and not referenced any company in this.