Certain websites and apps not working - okay on some devices but not others

[Iolaire]

I have the Fibre 500 package for well over a year now. It seems to work fine on some devices but on others certain apps and sites don't load or work. 

On my laptop everything seems to work okay, but on my phone the banking app doesn't work. My housemate has more trouble - he cannot access lots of websites on his computer such as BBC iplayer and can barely use the wifi on his phone at all.

[nomfezeko-TT]

Hi there @Iolaire thank you for getting in touch about the issue you are experiencing, we will have it checked for you. Just to check, when did you start getting this issue?

Fez

[Iolaire]

Hello Fez

Unfortunately neither me or my housemate are having much luck with the Eero. It only seems to be supported by phones and both our phones are quite old. Would there be a way to resolve this without the Eero?

[nomfezeko-TT]

I am so sorry about that @Iolaire, regarding the Eero device, it’s possible that compatibility issues with your phone could be affecting your ability to set it up. Eero typically requires a smartphone with a compatible operating system to use the app effectively. If your phone is older, it may not support the latest version of the app.

Here are a few steps you can try:
 

-Verify if your phone's operating system is compatible with the Eero app. You can check the app store for the minimum requirements.

- If you have access to another smartphone or tablet, try downloading the Eero app on that device to see if you can set it up from there.

- If you can access the app on another device, follow the in-app instructions to set up your Eero network.

If you continue to have trouble, please do let us know so we can look into other options to support you. 

-Fez. 

[Iolaire]

since moving to TalkTalk Fibre

[nomfezeko-TT]

How long have you experienced this issue?

-Fez. 

[Iolaire]

I only have my laptop available and it doesn't support the app as far as I can see.

[nomfezeko-TT]

Have you used any other device to check if it will support the App?

-Fez. 

[Iolaire]

It was February this year

[nomfezeko-TT]

Hi there @Iolaire , thank you for reaching out, we are so sorry for such experience and inconvenience caused, when did you receive the new router?

-Fez. 

[ferguson]

In light of the hiatus I have re-escalated this for you. 

[Iolaire]

Hello,

Apologies for the delay in getting back. I've tried the new router and restarting it several times but it hasn't made a difference. We do have an Eero thing but I've not been able to get it to work, I think my phone is too old to support the app?

[Chris-TalkTalk]

Could you just switch the ONT and router off and leave them off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[Iolaire]

Hello, I've received the replacement router and set it up but it doesn't seem to have made a difference. It's working on my devices as before but not on my housemates.

[Chris-TalkTalk]

Hi lolaire,

Could I just ask, do you also have an eero router?

Chris

[Iolaire]

Yes that would be great, thank you.

[Anonymous]

Morning,

Thanks for the PM. Would you like us to send a replacement router to see how this compares and to rule this out?

Michelle

[Anonymous]

Morning,

Thank you. Could you confirm, specifically which devices can't access which specific websites and apps please?

Michelle

[Gliwmaeden2]

@Iolaire, are you able to keep in touch more with the forum during the week?

Staff are not on here at weekends, so to move this along a bit, you need to check back Monday and follow up.  Late on a Friday will just hit the weekend again!

[Iolaire]

Hello Chris

I have now added my account number

[Chris-TalkTalk]

Hi Iolaire,

Thanks for updating your profile but could you also please add your account number so that we can locate you on our systems

Thanks

Chris