Eero Secure not activated on my account - Fibre 900

[MarkG93]

I had Fibre 900 installed last week via CityFibre and everything went fine. My account updated to the right package but eero Secure still hasn't been activated on my account.

I've spent 5 hours on the phone to TalkTalk today being passed around from department to department getting nowhere. Apparently it's activated on my account but it's not available on my router nor on my account when I look apart from HomesSafe which isn't eero Secure. 

I've attached a screenshot to what I see currently on my router.

Thanks in advance.

 

[Gondola]

The eero does need to be provided by TalkTalk and the eero app should show TalkTalk branding and on the Home tab indicate Internet provided by TalkTalk. 

Just to confirm you have set up the eero and an eero account? Chris will probably need the eero serial number on the underside label of the gateway eero.

[MarkG93]

Thanks for this, I also noticed my router hasn't got any TalkTalk branding on the eero pro 6 interface although I don't know if that matters either. After my long call session today my brain is a little frazzled. 

[Gondola]

Hi @MarkG93 

@Chris-TalkTalk is currently investigating this same issue for another customer. I'll flag this up to Chris in the hope that he can identify the config issue for both of you.