Can OCE or support agent correct the router details on my account

[davecm]

When I switched to FTTP I bought my own router as I needed 5 ethernet connections and the Eero sent to me only had 1.

By prior agreement, I returned the Eero and you sent me a Huawei Hub Black, order number 87381317, 26.03.2022.

I configured that to replicate the  SSIDs, wi-fi passwords and port forwarding rules of my own router, so that in the event support staff need to test the connection, I can quickly plug it into the Openreach ONT and none of my connected devices need to be re-configured.

However, in My Account on Talktalk website, the router recorded there is the Eero, and some of the account settings pages refer me to the Eero app, which of course I can't use.

Is it possible to remove the Eero from My Account, and add the Huawei Hub?

[KeithFrench]

Hi @davecm 

The router that normally appears in MyAccount etc is the last one that you ordered, normally when renewing your contract or upgrading etc. I think that this is an automatic process. You certainly can't change in favour of an old router like the Huawei; TalkTalk systems would think that is not the correct router for your package (I know it works OK). Currently, therefore, that will show the eero. 

[ferguson]

@davecm

You could get an ethernet switch to connect all those wired devices to an eero. Do you miss not having HomeSafe anyway? I personally don't. 

[kanya-TT]

This action isn't possible through My Account. However, if you'd like to make changes to your router, you can follow the steps below to access your Wi-Fi Hub. Please ensure you are connected to your TalkTalk network.

Step-by-Step Instructions

1. Connect to the Wi-Fi Network: Make sure your device is connected to the TalkTalk Wi-Fi network through your device's Wi-Fi settings.
2. Open a Web Browser: Open a web browser on your connected device.
3. Enter the Hub's IP Address: Type the default IP address for TalkTalk hubs, typically 192.168.1.1, into the address bar and press Enter.
4. Login Page: You should see the TalkTalk login page.
5. Enter Credentials:

•         Username: The default username is usually admin.
•          Password: The default password is often admin as well, or it may be found on a label on the hub. If you've changed it before, please use your custom password.

        6.Access Settings: After logging in, you can access various settings for your Wi-Fi hub, including network configurations, security options, and more.

Kanya

[davecm]

Hi Ferguson, thanks for the clarification. I was aware of that limitation when I went for FTTP, and I carefully pre-planned how to connect my devices whilst avoiding use of the Eero.

Was just asking if anything might have changed since then, that would now allow the Eero to be removed from My Account.

[davecm]

Sorry. You are missing the point.

I don't have an Eero. I don't want one. I can't use one. Therefore I can't use the app.

The question I am asking is if you can change the router associated with my account from the Eero to the Huawei, as the Huawei is what I have.

If that's not possible, just tell me, and I'll have to live with the inability to see or amend various settings in My Account.

I have devices for home security, heating controls, media streaming, home cinema, all connected via ethernet, so the Eero is unsuitable for my needs.

[ferguson]

@davecm 

The only thing I can imagine you mean is the HomeSafe suite? As this doesn't work in conjunction with the eero, which has it's own network security features, it won't feature on My Account where the default router is the eero. This is a price you have to pay if you choose to use an alternative router. 

[kanya-TT]

Hi @davecm, I appreciate your clarification. Could you help me understand how the Eero is recorded incorrectly on your account? Since your package is designed for the Eero, it should ideally allow access to the Full Fibre configurations in your My Account. I'm here to assist you with any concerns you have.

Kanya

[davecm]

To be clear, I'm not at all concerned about not having an app.

My only concern is that whan the Eero is registered (incorrectly)on my account, there is a page of network level Talktalk settings that can't be accessed, e.g. privacy, security. With any other kind of hub, those are visible in My Account.

[KeithFrench]

Hi @davecm @kanya-TT 

The WiFi Hub by Huawei (DG8041W) is not controlled by an app at all, as I am sure that you realise. Whilst the DG8041W will work on Full Fibre, it is not the correct router for your package. At the time, that was the eero. The TalkTalk website is expecting you to be using that; it has no knowledge of any agreement concerning the Huawei.

[kanya-TT]

We can check that, and that's why I need a second opinion because that's what I know also. And I don't recall Wi-Fi hubs having an App as well to amend settings under than logging to the router using the 192.168.1.1 method. 

Kanya

[davecm]

I was told a couple of years ago, that on a Fibre 500 package, the account settings default to the Eero and could not be changed.

Just wondering if that restriction still applies. It would need someone with access to my account details to check I guess.

[kanya-TT]

Huey there, @davecm. I am not sure we can add your Huawei Hub as we do not use an app for at as compared with the Eero, perhaps @KeithFrench could advise otherwise?

Kanya