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

[Chris-TalkTalk]

Hi shazzmundos,

I've made a change so could you please retest and let me know if the grandstream is now working

Thanks

Chris

[shazzmundos]

Hi again. So been in contact with eero support who fixed my camera settings so they work with the new router. They couldn’t get the grand stream to work and believe it is a problem with the grand stream settings. Can talk talk check and help sort that out pls ? I have spent too many hours on helplines and the marketing suggests it should be plug in and it works. Thanks

[Gliwmaeden2]

Staff will be back on Monday, @shazzmundos.

[shazzmundos]

Hi the 20 sec reset and wait 15mins didn’t work either! Any other ideas? Thanks

[Michelle-TalkTalk]

Hi,

Just to add to the below, have you also seen this help article in regards to a device not connecting? - Problems connecting a device to eero - TalkTalk Help & Support

Thanks

[Michelle-TalkTalk]

Hi,

I've just consulted with my colleague, please disregard my last message about rebooting the ONT and the eero. I've checked and I can't see any faults so my colleague has now recommended holding the pin reset button in on the Digital Voice Adapter (DVA) for a full 20 seconds then leave the DVA for 15 minutes, then retest as they believe this should then work.

Thanks

[shazzmundos]

Hi - I didn’t power down the ont or router as you didn’t tell me to! I’ll try later when my wife isn’t working… can someone check my service is activated before I waste more time on it later?

[Michelle-TalkTalk]

Hi,

So just to confirm, you reset the DVA and have you also powered down the ONT and eero and then retested this again? In regards to certain devices not working, could you following the trouble shooting steps directly in the eero app as there should be steps to follow and also the option to contact the eero team.

Thanks

[shazzmundos]

Hi there - did as per your instructions and nothing. The phone recognises there is a line when plugged in… no solid blue light still.  If I call my number there is not available.. has someone forgotten to activate my service? 

On the camera, completely lost the ability to use it… the alarm has started beeping when I open the front door and can’t be deactivated. This is not good I’ve been searching up how to try and sort this lot out for hours!

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Can you try the following, plug the DVA (grandstream) into the ONT, wait for the broadband light to come on then perform a pinhole reset of the DVA, this should get the phone light back on within about 5 mins, once that comes on can you change setup back to normal. Please let us know how you get on.

What happens with the house alarm and camera? Do you see any error messages?

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Thanks