topic Re: EERO Secure not activated in my EERO app in Full Fibre

EERO Secure not activated in my EERO app

Woody179! — Wed, 07 Aug 2024 15:51:54 GMT

Hi,

I wonder if someone might be able to help me get EERO Secure activated.

I had Fibre 900 installed by Openreach last week, both my EERO's and the Grandstream VOIP adaptor work fine. Also WIFI coverage seems to be fine. The only problem I have is that if i go into the discover part of the Eero app there are only 2 options, Amazon Connected Home and eero labs. I have 2 chats with TalkTalk and each time I have been directed to call Eero support, when I do this they tell me that only TalkTalk can activate it. I have just had an hour long chat with TalkTalk and was told that I would need to activate and pay for Eero Secure Plus, why? Isn't Eero secure supposed to be free with a TalkTalk package - the website says its is.

Please help

Re: EERO Secure not activated in my EERO app

Woody179! — Wed, 07 Aug 2024 15:59:38 GMT

I've added the my Eero gateways serial number to my account private notes section

Re: EERO Secure not activated in my EERO app

Anonymous — Thu, 08 Aug 2024 05:55:04 GMT

Morning,

Thanks for your post. I've passed this over to our Devices Manager and I will post back here as soon as I receive an update.

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Woody179! — Thu, 08 Aug 2024 09:21:25 GMT

Thank you Michelle.

I had an email from Eero support (below) yesterday afternoon.

Apologies, that the call dropped. The Tier 2 team have advised, that all eero routers provided from TalkTalk have an eero Secure plan, which will activate upon setting up the device. Because of this eero Secure plan there is no option to subscibe for eero Plus. If the eero Secure plan hasn't activated, go ahead and hold down the button on the bottom of the "Living room" eero KCAF09NRFFRNWJXV for 15-20 seconds. Once the LED light starts flashing red release, and it'll then take a minute for the eero to reset to factory defaults. When ready, the eero will switch from flashing white to flashing blue and you can then re-add it to the network via the eero app. If we can help with anything else, just let us know.

I tried this and it made no difference.

Re: EERO Secure not activated in my EERO app

Anonymous — Thu, 08 Aug 2024 09:23:24 GMT

Hello again,

Thanks for the update. I think our Devices Team will have to make a change on our side so I'll post back to confirm as soon as this has been completed so you can retest this.

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Anonymous — Tue, 13 Aug 2024 07:03:00 GMT

Morning,

I'm really sorry for the delay. I've chased our Devices Team for an update on this now.

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Woody179! — Tue, 13 Aug 2024 09:58:50 GMT

Thanks for chasing it up Michelle 👍

Re: EERO Secure not activated in my EERO app

Anonymous — Tue, 13 Aug 2024 10:53:44 GMT

No problem, hopefully it won't be much longer 🙂

Michelle

Re: EERO Secure not activated in my EERO app

Woody179! — Tue, 13 Aug 2024 16:29:53 GMT

Hi Michelle,

I had an email from eero today with the title 'Get started with your eero Plus subscription', thinking this was what I was waiting for, I clicked on the link. Unfortunately the link said I had to pay £2.99/month so I cancelled it. I believe it should be free with my TalkTalk subscription?

Paul

Re: EERO Secure not activated in my EERO app

Anonymous — Wed, 14 Aug 2024 05:29:24 GMT

Hi Paul,

I've checked and the Devices Manager has not come back to me with an update as yet so I don't think it's related. I'll keep you updated.

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Woody179! — Fri, 16 Aug 2024 11:25:22 GMT

Hi Michelle,

Just noticed that under the discovery tab, my eero app now has the eero Secure option displayed, not used it yet as I wanted to make sure that this was the TalkTalk version of eero secure and not the one that you have to pay for.

Regards,

Paul

Re: EERO Secure not activated in my EERO app

Anonymous — Mon, 19 Aug 2024 07:39:12 GMT

Hi Paul,

Thanks for the update. Let me check with the Devices Manager and I'll come back to you shortly.

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Anonymous — Mon, 19 Aug 2024 12:47:13 GMT

Hi Paul,

Just a quick post to say that I've not forgotten you, I'm just waiting for the team to reply to me.

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Woody179! — Mon, 19 Aug 2024 14:57:40 GMT

Hi Michelle,

Thanks for letting me know.

Cheers,

Paul

Re: EERO Secure not activated in my EERO app

Anonymous — Tue, 27 Aug 2024 08:08:39 GMT

Hi Paul,

I'm really sorry for the delay. The team have advised that it is now showing as active. Could you retest and let us know if this works ok for you please?

Thanks

Michelle

Re: EERO Secure not activated in my EERO app

Woody179! — Tue, 27 Aug 2024 08:30:21 GMT

Hi Michelle.

I can confirm it is now working fine, no worry about the delay, working with computers has shown me not to expect solutions overnight.

Thank you very much for your help, I'm really pleased with TalkTalk's services, Internet speeds are (Ping 3ms, download 948.09 Mbps and upload 111.9Mbps, which Is great and Voip works works fine.

Thank you,

Paul

Re: EERO Secure not activated in my EERO app

Anonymous — Tue, 27 Aug 2024 08:31:27 GMT

Brilliant, thanks for confirming 🙂

Michelle