Full fibre probs

[shazzmundos]

Hi

i had fibre 900 installed (all good engineer did a tidy job). Got a few problems now though

1) can’t get digital voice to work. Tried the chat, was going through troubleshoot did a reset etc got cut off agent didn’t call me back. I have 2 blue lights the phone light is off but flashes if I pick up the phone. Can you help pls?

2) I’ve lost my hik vision camera for some reason, it’s permanently offline since changing router even though same network password. Are there any know issues with that?

3) my house alarm also connected via WiFi is doing strange things since getting the eeros set up. Any known issues with that?

it’s taken hours to get nowhere on these 3 issues

thanks

[shazzmundos]

Hi Chris - any joy? I had an unidentified access to my network this pm so blocked it.. was that you? If not I guess I could do with the eero secure asap!

[Chris-TalkTalk]

OK thanks, I'll take a look at this now

Chris

[shazzmundos]

Hi Chris - done, ps I have two eeros

[Chris-TalkTalk]

Hi shazzmundos,

Could you add the eero serial number to the private notes section of your community profile and I'll take a look at this for you

Thanks

Chris

[shazzmundos]

Thanks Gondola - yes I have been asking talk talk to check my account before sending another grandstream too… because I suspect my phone service has not been activated. Debbie pls can u advise / check asap? 

[Gondola]

Hi @shazzmundos 

Does look like eero Secure / eero Plus is not enabled for your package as it ought to be. This is where I hand back to @Debbie-TalkTalk to request the Full Fibre team look at your account config setup.

[shazzmundos]

Hi gondola - I’ve got the numbers you set out below selected (not custom) and I’ve not been able to see eero secure since I got it… and still no working phone line.

so sounds like TalkTalk need to activate it. Can someone do that pls?

[Gondola]

The eero Secure / eero Plus element doesn't appear to have been activated by TalkTalk. Or maybe eero Support switched it off?

On the eero app, select the Settings tab and then Network Settings and DNS to see what's been set up. If Custom DNS is selected then that will have been done by eero Support as part of their troubleshooting for you.

If ISP DNS (default) is selected then that should be 79.79.79.79 for the IPv4 primary and 79.79.79.80 for the IPv4 secondary. TalkTalk's eero Secure / eero Plus will only be active via the default DNS.

[shazzmundos]

Hi Debbie - if I log into my account and go to security it tells me to turn off home safe and use the eero app as “I can see you have an eero router”… when I go to the eero app the previous pic is all I see and when I hit eero plus it gives me this only to subscribe to eero plus (nothing about eero secure which is mean to be included according to the talk talk website)

thanks gondola - not sure about dns, nothing was changed on the routers as received, it was the ip address of my security camera that was out of range so some helpful eero guy changed that for me. I wouldn’t have a clue!!

can’t say this has been the best experience so far…!!

[Gondola]

Hi @shazzmundos 

I hope it's OK to add something for you about eero Secure.  Amazon have renamed eero Secure and eero Secure+ as eero Plus.

On the eero app Discover Tab, select eero Plus and switch on Advanced Security and you should find that eero Plus is showing as active. But this assumes that you are using the default TalkTalk DNS 79.79.79.79 rather than a third party DNS that might be necessary to get your home alarm working as expected. i.e. if you need to use a non-TalkTalk DNS for your home setup then you cannot use eero Secure / eero Plus.

[Debbie-TalkTalk]

Hi shazzmundos

If you log into My Account, can you see this showing as active?

[shazzmundos]

 

Ok. Whilst I wait for that can you tell me if I have eero secure activated because I can’t see it in the app I can only see this. My sons virus software seems to be getting more warnings and alerts. I saw another post that said it is likely that it has not been activated by the full fibre team? Pls can you check? Thanks 

[Michelle-TalkTalk]

Morning,

Thank you. We'll also check in with you at the end of the week to see how you're getting on.

Thanks

[shazzmundos]

Hi Chris ok thanks fingers crossed then as eero told me the last one wasn’t set up properly. Will let u know when it arrives and I’ve tried it out.

[Chris-TalkTalk]

Hi shazzmundos,

I've ordered the DVA, it should be with you within a couple of working days but please allow up to 5 working days for delivery. The DVA should be setup to work with the eero by default. 

Chris

[shazzmundos]

Hi Chris - 

yes pls send another if you think it will work. Will the future fibre team be looking into the issue in the meantime or not?

ps - if you are sending another pls note the last one I got was apparently not set up to be compatible with the eero routers I have. The IP addresses were not in the same range of the routers. Eero support sorted that out for me by reserving an ip for the Fra stream to use. So if you send another are you able to send one that is set up in advance. Thanks

[Chris-TalkTalk]

OK, thanks for trying. I think we should try another grandstream DVA, would you like me to send one to test with?

Chris

[shazzmundos]

Hi Chris - done another reset still not working I’m afraid!

[Chris-TalkTalk]

OK thanks. Could you try the 20 second reset again please and if it's then still not working I'll pass it over to our Future Fibre team

Thanks

Chris

[shazzmundos]

Hi Chris - thanks for trying, but I’m afraid not, I also turned power off to start it up again but still not working.