Do I need to pay for a replacement Eero Pro 6 if it develops a fault?

[shaun56]

Hello everyone,

I'm on the 900mbit package and was given two Eero Pro 6's for a mesh network in the house.

One of the Eeros has become faulty and no longer connects to the other working Eero.

I've spent an hour talking on the live chat to two separate operators.

One told me that there isn't an issue because one of them worked. The other said I would have to pay for a brand new Eero device as the box worked when I received it.

Is this actually the case? Surely if I have an issue with equipment TalkTalk provided, they should be responsible for replacing it?

[Chris-TalkTalk]

OK thanks, have you tried resetting the eero?

Chris

[shaun56]

They were connected wirelessly but a few days ago the one we have upstairs slowed down to 100mbit rather than the 700 or so we were getting.

When I tried to reset it and pair them back together, they could no longer see each other in the app.

This happened even when they were in the same room. In the end I wired them together to pair and then took it back upstairs and that got me back to where I was originally.

So my second Eero is not providing the same speeds as it used to and will not connect wirelessly to the main Eero at all no matter how close they are.

[Chris-TalkTalk]

Hi shaun56,

How do the eeros connect to each other?

Chris

[shaun56]

I was provided with both Eero devices by yourselves.

I'd remember spending £89 on one haha.

[Debbie-TalkTalk]

Hi shaun56

Just to confirm, did we send you both eeros or was one of these ordered from amazon?

[Gliwmaeden2]

@shaun56, wait for forum staff to reply after the weekend.

Add your Talktalk account number in the profile area for them to identify your account. Go via your avatar/name; settings; Personal Information. SAVE CHANGES. 

Usually routers are swapped without charge if a fault develops. They'll send a returns bag for you to return the faulty equipment.