Confused and concerned

[MadamG]

Hi there.

I am finding that our Broadband connection is not really working in a predictable way.

I think that something has been installed incorrectly.

I asked a friend of mine to have a look at the system, and he was puzzled to find that the Internet was coming into an old Plus Net router that we had installed before we had TalkTalk. We also had an Eero router plugged into the USB socket and nowhere else (no Ethernet used) and we don’t have any kind of Eero account.

My friend unplugged the Eero router box, and found that there was no change in the connection so clearly the Eero box has nothing to do with it.

What is puzzling me is that at no point have I been sent a TalkTalk router, and I have a suspicion that the Plus Net router is incorrectly giving us the Internet that we do have in the house and causing issues.

Please can you clarify this bizarre setup and help us out?

I have attached some pictures to illustrate the issue.

Thanks very much,

Sarah

[Debbie-TalkTalk]

Hi Sarah @MadamG 

Can I just check, there is no pre existing ONT socket already at the property?

[Debbie-TalkTalk]

Hi Sarah @MadamG 

Can I just check, there is no pre existing ONT socket already at the property?

[Debbie-TalkTalk]

Hi Sarah @MadamG 

Thanks for the Private Message.

I've escalated this over to our faults team as they will need to arrange an engineer visit to install the ONT so you have the correct set up.

One of my colleagues will contact you ASAP.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @MadamG 

Thanks for your reply.

I'm just looking into this further. Please can you send me a Private Message to confirm the first line of your address and postcode.

Debbie

[MadamG]

Hi Debbie. No, no one came and installed anything, and no equipment other than the Eero box has been delivered to us. We have been sent no clear instructions nor any email correspondence.

We do have a TalkTalk account number and login, so I’m definitely a member! And of course payments are going out.

Any light?

Sarah.

[Debbie-TalkTalk]

Hi @MadamG 

I'm sorry to hear this.

Did the engineer not install an ONT on the wall inside the property and then connect the eero up for you?