Eero router won't connect to internet

[Hello247]

Hi all, I had full fibre fitted on monday and given an eero router. None of our devices can connect to it. I'm desperate to get the internet back as my son has autism and need it for communication. Any ideas?

[Chris-TalkTalk]

Hi Hello247,

Just to confirm, has anyone been in contact with you since your last post?

Chris

[ferguson]

I am really sorry to see this, did nobody call as arranged? Unfortunately Karl and the rest of the support team here won't be back online again until Monday. In the meantime the best you can do is reach out to customer services directly:

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

[Hello247]

Sorry, but I'm now fuming! 5 days I have been left without internet. It was you guys that said I would be better off on full fibre. I'm losing income as work from home, my autistic son is struggling without being able to communicate as well as distressed, I'm having to pay for extra mobile data so we can try to do basic communication. I feel really let down that I have just been left. Please can someone help asap!

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Hello247]

Ok thank you

[Karl-TalkTalk]

Hi

I don't have a time, but advised the team it should be after 1pm.  I've been copied in on an email from the manager, requesting the agent who called you originally, to pick this up today.

Thanks  

Karl. 

[Hello247]

Hi Karl, do you know when someone will call me? I'm.on day 5 now of no internet connection. I desperately need this sorting.

[Karl-TalkTalk]

Hi

OK, I've just emailed the team to advise.

Karl

[Hello247]

Please advise that I will not be available to take a call between 12 and 1pm as in an appointment

[Karl-TalkTalk]

Hi

I've gone back to the Team to advise the new router has not resolved the issue and requesting they give you a follow up call asap.

Thanks  

Karl. 

[Hello247]

Hi, received new router and its not connecting to the internet either! Please can I speak to the fibre management team again please? Really stressed now...

[Karl-TalkTalk]

Hi

That's great news, thanks for letting us know.

Regards,

Karl. 

[Hello247]

Thank you Michelle and Chris. The team have been in contact and sending out a new router 😊

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. I've escalated this straight over to our Faults Escalation Team now and have asked that they look into this straightaway. I'll post back here as soon as we receive an update but it's possible that the team will contact you directly.

Thanks

Michelle

[Hello247]

Maybe. They told him his existing router was compatible. I tried the eero again this morning its still not working. Can I be sent out a different router urgently? Its becomming a real struggle with my boy who has autism and I work from home too. Its been 4 days without it and desperate to sort it. Can you help me withthat Chris? 😊

[Chris-TalkTalk]

Hi Hello247,

Thanks for trying that. That router isn't one that we supply, was it provided by his previous provider?

Chris

[Hello247]

Hi chris, I've done it. Still the same. Maybe I just need a different router. My fiancee had his installed last week and he has this router and he is on talk talk full fibre, lives 1 road away and his appears to be working fine.

 

 

[Chris-TalkTalk]

The eero please

[Hello247]

Do you mean retest the old router or the eero?

[Chris-TalkTalk]

OK, could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest. If it's then still not working I'll pass it over to our Future Fibre team for further investigation

Chris