Eero router does not have discovery/secure plus

[LouH81]

Hi,

We have full fibre with the eero 6 router, however we don't have access to the secure plus/discovery area which means we cannot change things like the ad blocker. Can this please be added to our account. 

Thanks

[LouH81]

Hi,

I've updated my profile. 

[KeithFrench]

Hi @LouH81 

To update the eeroOS, uninstalling & reinstalling the app will not change anything, as you have found. To update it go to the Home tab of the eero app, tap on the eero (or one of them if you have more). Scroll down to Software Version and it should say underneath that, if there is an update waiting to be installed:-

Update available

Software should install as per the schedule for it that you have set up in the app, but eero only update them in batches if you do that.

If the eero persists in saying that it is up to date with that older version of eeroOS, then try Restarting the Network. The network (gateway & all extender eeros) can be restarted in V7.6.1-62 or later by going to:-

Settings > Network Settings

This will refresh the entire network, which can be more useful than a soft reset of an individual node, if experiencing broader connectivity or network issues. It’s a safer option if it’s needed to ensure the whole system is reset without affecting device-specific configurations. To perform this operation, tap the 3 dot icon in the top right of the window.

Then take the Restart Network option in the resulting window.

[Chris-TalkTalk]

Hi LouH81,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[LouH81]

Have uninstalled and reinstalled the app, no change to software. 

[ferguson]

Hmm, the latest software version I have is v7.7.5-15, so you do seem to be behind. A pain it may be, but try uninstalling and reinstalling the eero app. 

[LouH81]

Thanks,

All up to date as far as I can see. 

 

[fr8ys]

Can you click on settings and confirm you have no updates pending please?

If you do can you manually update. If it initially says up to date when attempting the update, click back and try again.

[LouH81]

Hi,

Yes it was supplied by TalkTalk when we upgraded to full fibre. 

Thanks. 

[ferguson]

OK, it is usually pre-installed with TalkTalk's own variant of the secure provisions. Something seems to have gone amiss here, so the support will look into this for you. Unfortunately they won't be back online intil Monday now

Can you just confirm the the eero was supplied by TalkTalk?

[LouH81]

Hi,

I still don't have that option if I minimise profiles. I think it needs to be enabled by talk talk. 

 

[ferguson]

@fr8ys 

For info, the app is the same regardless of model. 

[fr8ys]

Can you not scroll down?

Is it a TalkTalk supplied Eero? Is it a Pro?

I don't know if the app differs when its a pro but thought they were the same.

[ferguson]

Minimise the Profiles section, or scroll down, it should be there.

.

[LouH81]

Hi,

We don't have that option in the eero app at all, certainly not on the homepage. I've attached a screen shot of what I can see. 

 

[fr8ys]

On the home page of the Eero app is Security and Privacy.

Under this is Advanced Security where you will find Ad Blocking etc.

The TalkTalk app is configured differently to the standard Eero.