TalkTalk eero pro 6 activity log

[Dekster001]

Hi 

Recently received my new eero from TalkTalk for my full fibre connection.

from the first day I set it up the activity log always showed zero ad blocks and zero threat blocks.  This is despite multiple devices being connected and used to access internet on regular basis.  Advanced security and ad blocking  is switched on.  Done all troubleshooting soft reset etc didn’t make any difference,   been in touch with eero but not really getting anywhere with them.  Does anyone have any advice or suggestions ?

thanks

Lisa

[Michelle-TalkTalk]

I've passed your comments over to my colleague now. (In the Faults Escalation Team)

Thanks

Michelle

[Dekster001]

Hi 

Thanks for update.

It’s my assessment there is a very simple potential resolution available which the Faults Escalation Team should consider first.  The below option has indeed always been available to TalkTalk since I raised my concerns that’s the frustrating part for me as a TalkTalk customer especially when I have requested this previously.

Possible resolution

TalkTalk sends me a replacement eero with eero secure activated.  I set it up with a new eero account to avoid the settings on my existing eero account/eero device being transferred to the new eero.  I then return the eeros I have just now to TalkTalk.   A potential very simple solution to this problem. 

Can you please pass on my comments to the team.

Thanks

[Michelle-TalkTalk]

Hi,

I've raised the complaint now. It's possible that the team may try and contact you directly, but I'll keep you updated.

Thanks

Michelle

[Michelle-TalkTalk]

Hi,

I'm going to raise this as a complaint now to our Faults Escalation Team instead and ask them to also look into this.

Thanks

Michelle

[Dekster001]

Hi

just a gentle reminder you posted on 26th March that eero had done a full investigation and couldn’t see any issues.

So yes, I’m very frustrated with the devices team as there will now be a further delay.  In the meantime  I’m stuck with an eero that does not work properly.  I’m really disappointed,  I expected better from TalkTalk.

Thanks 

[Michelle-TalkTalk]

Morning,

Just a quick post to let you know that I've received your PM and I'll let you know the next steps as soon as possible. Apologies, I've never come across this particular issue before which is why our team are investigating this with eero so we can confirm the next steps.

Thanks

Michelle

[Dekster001]

Hi Michelle

Thanks for update.  How long is this going to take ?

If this is going to continue to drag on  my preference again Is a replacement eero with a new eero secure account activated.  I can return the eero’s I have just now to TalkTalk.  I don’t think that is unreasonable under the circumstances and there is every chance this will solve the problem I have just now.

Thanks 

[Michelle-TalkTalk]

Good afternoon,

Apologies for the delay. I understand and I've passed your comments to the team and have asked them to confirm what the next steps will be. The team advised me that eero were investigating the results from your testing and would come back to me as soon as they had an update.

Michelle

[Dekster001]

Hi Michelle

is there any update from the devices team ?

As you know this has been ongoing for several weeks now and there is still no resolution from the devices team.  The PM I sent you yesterday in my opinion demonstrates the fault sits with the TalkTalk/Eero set up.  

 It has nothing to do with the internet connection itself or my devices and again I provided evidence in my PM which in my opinion demonstrate this.  I know you have forwarded the PM on to the devices team, thanks for doing this.  This situation does however seem to be dragging on and it is very frustrating that I’m no further forward in getting this problem sorted out by the devices team.  

I don’t think it is unreasonable to expect the TalkTalk equipment I have been provided to work properly especially when I’m paying for the flagship FTTP 900 service which is not cheap.  I therefore hope the devices team can tell me what they are going to do to resolve this problem ASAP.

Thanks.

[Michelle-TalkTalk]

Good morning,

Thanks for the additional PM. I've passed this to the team and asked them what the next steps will be.

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for the PM and I'll post back as soon as I have a further update.

Thanks

Michelle 🙂

[Michelle-TalkTalk]

Hello,

Thanks for the PM. I'll post back as soon as I have an update.

Michelle

[Michelle-TalkTalk]

Morning,

I've sent you a Private Message (PM) Please reply via PM.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'll post back here as soon as our Devices Team come back to me with an update.

Thanks

Michelle

[Dekster001]

Hi

I have double checked all my device settings private  is off, no vpn’s.  I can see no reason why my web traffic is not being filtered through eero secure. This makes me think it must be an issue on TalkTalk, Eero side, or there is a bug in the operating system.  I can’t see what else it can be really.

Is it possible Homesafe settings are still linked to my account ?  Maybe this has something to do with this problem.  I did switch off HomeSafe through TalkTalk portal some time ago,  can you arrange for this to be checked from TalkTalk side as well  just to make sure it’s fully switched off.

If it’s not Homesafe related and there is no timescale for this fault to be resolved, can you please ask the devices team to consider sending me a replacement eero with secure activated.  The bottom line is I just want an Eero that works properly.  I can then be reassured my TalkTalk FTTP service is delivering a secure connection to my devices.   

If a replacement Eero is an option with secure activated, my preference would be setting it up with a new email

address and new Eero account .  If I use the existing Eero account I’m currently using it’s possible the fault will simply  transfer to the replacement Eero.  I can provide an updated email to the device manager upon request.

Alternatively the device manager may be able to add secure to the second eero  I have already.  I did try and set this up as a new Eero to resolve my problem but it doesn’t have secure on it.  Again I can provide an updated email to the device manager on request if this is an option.

Thanks for your ongoing help.

[Michelle-TalkTalk]

Morning

Thank you. I've passed your comments over too. I'll keep you updated.

Michelle

[Dekster001]

Thanks Michelle.

From doing my own research, I do think it’s something to do with my DNS traffic  not getting filtered through Eero secure.  I’m no expert though will see what the devices manager says. 

Regards 

[Michelle-TalkTalk]

Hello,

Thank you, I've let our Devices Manager know now.

Thanks

Michelle

[Dekster001]

Hi

not using any of these apps, no vpn and private relay switched off for all Apple devices in household.

Regards 

[Michelle-TalkTalk]

Morning,

The team have asked if you are using iCloud Relay, a VPN or F-Secure Safe Browser?

Thanks

Michelle