Eero bar code not recognised

[Clarecrossland]

Our engineer came to set up our super fast broadband today, but the eero router didn't arrive until after the engineer left. All the lights are solid green on the fibre connection box, the eero is flashing green, but when I try to connect with the app or says no device found. If I try to scan the bar code it says there was an issue registering my device. On one occasion it did link but said that there modem wasn't connected correctly.

[Chris-TalkTalk]

Hi Clare,

I've ordered the DVA, it should be with you within a couple of days but please allow up to 5 working days for delivery

Chris

[Clarecrossland]

Hi, the new eero is now working, but I still don't have the phone connector for the landline. Please could someone sort this? Thanks, Clare

[Michelle-TalkTalk]

Morning,

Thanks for confirming. We've requested that a replacement eero is sent and also a returns bag so that one of the eeros can be returned. Please let us know how you get on.

Thanks

Michelle

[Clarecrossland]

Hi. Yes the old router is connected to the new ont and is working (occasionally cuts out as it did when plugged into the phone socket)

[Chris-TalkTalk]

Could you just confirm that the old router is currently working when connected to the ONT and not the telephone socket

Thanks

Chris

[Clarecrossland]

Yes please. Could you also ensure we get the phone adapter sent? Thanks

[Chris-TalkTalk]

OK thanks. I think we should try another Eero, would you like me to send one?

Chris

[Clarecrossland]

Hi, I have tried resetting the eero and it still isn't working, still not found by the app, and bar code doesn't work. 

I also have not received my phone connector. 

[Debbie-TalkTalk]

Hi Clarecrossland

Thanks for your reply.

You should receive a DVA (digital voice adapter) for the phone to connect.

[Clarecrossland]

I will try this later. I was also wondering if I should have received a connector for my land line? Thanks

[Michelle-TalkTalk]

Morning Clare,

I'm really sorry to hear this. Have you also tried resetting the eero? There is a video on how to do this at the bottom of this help page.

Setting up your eero | Future Fibre | TalkTalk Help & Support

Thanks

Michelle

[Gliwmaeden2]

@Clarecrossland, staff will be back after the weekend.

[Clarecrossland]

Still in need of assistance. Internet is working with our old router but the eero won't work 

[Chris-TalkTalk]

Hi Clarecrossland,

How are you getting on, do you still need assistance?

Chris

[Gliwmaeden2]

That problem with the link has now been resolved,  @Clarecrossland, so thank you for mentioning it. 

Let us know if you still need help.

[Gliwmaeden2]

To try to crack why we can't get the link in blue writing to work from that page, @Clarecrossland, helpful to know your device model and browser(s) that you are using.

[ferguson]

Just a thought after checking my own eero: did you include the hyphens and/or check for the difference between a letter O and a number 0?

[ferguson]

Ah, sorry to learn that. Let's see what more the support team can advise. 

[ferguson]

Ah, sorry to learn that. Let's see what more the support team can advise. 

[Clarecrossland]

Thanks for providing this. I have tried this, but it didn't recognise the number. 

[ferguson]

Here are the maual setup instructions:

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