topic Re: Eero and WiFi Hub not connecting in Full Fibre

Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 06:53:13 GMT

Hi,

I got an update to full fibre and an engineer came on Monday 17 June to install it. An eero device was sent to my home and while the engineer was here he tried to set it up himself, 3 hours later he was unable to and in his attempt to reconnect to the old WiFi hub to still have internet while i seek a resolution with the eero device, somehow messed up the old connection too. Nevertheless, i have been without internet since Monday 17 June, i work from home and internet is crucial for me. I was on and off the chat and phone calls with talktalk team members but nothing. After spending hours in a chat and on the phone on Tuesday, i was told that a new WiFi Hub will be delivered to me, that will take 2-3 working days, i received the hub yesterday but surprise-surprise, still not working. When the engineer was trying to install the eero hub on Monday, an error on the app popped up "external IP address" with red exclamation mark next to it. i tried to explain this to the guy but he wouldn't listen, tried to explain this to talktalk chat and on the phone, but it was very obvious that nobody had any idea to what they are doing or even what that means.

Either way, now i have an eero and a wifi hub and no internet. I have asked for an engineer, but was told that there is no problem on their end and that the problem is on my end, regardless of where the problem is, an engineer should still be sent to sort out this mess.

Now that I have a new black WiFi Hub I would rather use this to connect to the internet.

Please help.

Re: Eero and WiFi Hub not connecting

Debbie-TalkTalk — Fri, 21 Jun 2024 06:55:30 GMT

Hi @GrigC

I'm really sorry to hear this.

Was this a CF or Openreach install?

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this for you.

Thanks

Re: Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 07:13:11 GMT

Hi Debbie,

Openreach install.

I have updated the community profile.

Re: Eero and WiFi Hub not connecting

Debbie-TalkTalk — Fri, 21 Jun 2024 07:25:37 GMT

Hi @GrigC

Thank you. I've passed this over to our Faults Escalation Team now and we'll post back here as soon as we receive an update. It's possible that the team may also try and contact you directly.

Thanks

Re: Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 07:29:15 GMT

Thank you, any idea how long? as in the next couple of minutes or few hours/days...

Re: Eero and WiFi Hub not connecting

Debbie-TalkTalk — Fri, 21 Jun 2024 07:33:38 GMT

Hi GrigC

The team should make contact with you today, I can't guarantee a specific timescale sorry.

Re: Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 07:34:57 GMT

Thank you!

Re: Eero and WiFi Hub not connecting

Debbie-TalkTalk — Fri, 21 Jun 2024 07:36:19 GMT

Hi GrigC

It's no problem. I'm sorry again for the issues you are experiencing.

As soon as the team provide me with an update then I will post back here too.

Re: Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 12:40:50 GMT

Hi, any updates?

Re: Eero and WiFi Hub not connecting

Debbie-TalkTalk — Fri, 21 Jun 2024 13:20:28 GMT

HI GrigC

I've checked and the team have confirmed that they will be contacting you at some point today, they just can't give me a specific time at the moment sorry.

Re: Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 13:29:03 GMT

That's ok, just checking for an update.

Re: Eero and WiFi Hub not connecting

GrigC — Fri, 21 Jun 2024 18:20:53 GMT

Still haven't heard anything...

Re: Eero and WiFi Hub not connecting

GrigC — Sat, 22 Jun 2024 08:23:06 GMT

How much longer do I have to wait? This is ridiculous - I don't have internet since Monday

Re: Eero and WiFi Hub not connecting

Gliwmaeden2 — Sat, 22 Jun 2024 08:55:38 GMT

Sadly staff are not on here at weekends, @GrigC.

Talktalk support can be reached directly by phone today until 6pm:

03451 720088

Live Chat is also available for support during the hours advertised here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

You don't need to be logged into My Account to access Live Chat - just pass security questions to get past the bot.

Re: Eero and WiFi Hub not connecting

Chris-TalkTalk — Mon, 24 Jun 2024 07:51:47 GMT

Hi GrigC,

How are you getting on, did the team contact you?

Chris

Re: Eero and WiFi Hub not connecting

GrigC — Mon, 24 Jun 2024 08:03:51 GMT

Hi Chris, no, nobody contacted me, I had to chase them.

An engineer is at the property right now trying to fix the issue.

Is it possible to check if the profile was set correctly?

Re: Eero and WiFi Hub not connecting

GrigC — Mon, 24 Jun 2024 08:17:09 GMT

Quick update, the engineer fixed the issue.

Re: Eero and WiFi Hub not connecting

Chris-TalkTalk — Mon, 24 Jun 2024 08:28:18 GMT

Hi Grig,

Glad to hear that the engineer has managed to resolve the issue, apologies for any inconvenience

Chris

Re: Eero and WiFi Hub not connecting

Debbie-TalkTalk — Wed, 26 Jun 2024 08:59:35 GMT

Hi @GrigC

Has everything been working ok since your last post?