Eero Ethernet connection does not recognise Hive Hub

[DovFox]

Hello,

Just tried to connect my Hive Hub to the Eero through a wired Ethernet connection, however I can see through Eero app that it does not recognise it.

The cable is fine, it connects to my PC instantly.

What could be the issue and how can I resolve it?

Thanks

[Michelle-TalkTalk]

Hi rick,

Please can you create your own topic and we'd be happy to look into this further for you.

Thanks

Michelle

[ricksmith]

Hi Dovfox

did this get resolved and if so what was the solution.

[Debbie-TalkTalk]

Hi DovFox

No there should be no charge for this as it was sent as a replacement.

If you receive anything showing on your bill then please let me know.

Thanks

[DovFox]

Hello Debbie,

Have you charged me for for it? As I just received an email saying a one off payment has been taken from my account for one additional Eero…

[Debbie-TalkTalk]

Hi DovFox

Thank you 🙂

The eero is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares.

Debbie

[DovFox]

Added to private notes 👍

[Debbie-TalkTalk]

Hi DovFox

Thanks for your reply.

Please can you also add your TalkTalk account number to your Community Profile, I can then send the eero for testing.

Thanks again.

Debbie

[DovFox]

Good morning,

Yes please, that would be great. Thank you.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Would you like us to send a replacement eero for testing purposes to rule this out? We would also send a returns bag so that one can be returned.

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[KeithFrench]

I can only assume from that then, that your Eero is faulty. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[DovFox]

It’s the case that the Ethernet connection is not established between Eero and Hive.

[KeithFrench]

Is this a case of the Ethernet connection is not connected, or is it that the Hive Hub cannot connect to its server online?