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]

Morning,

I've chased this for an update.

Michelle

[Dekster001]

Morning

Thanks for the update.

Regards 

[Michelle-TalkTalk]

Morning,

This has been raised back to eero and I'm just waiting for another update.

Michelle

[Michelle-TalkTalk]

Morning,

Thank you for re-testing this. I've let our Devices Manager know now and will keep you updated.

Michelle

[Dekster001]

Hi Michelle

I’ve checked my eero, still not fixed 😞

regards 

[Michelle-TalkTalk]

Great, thank you 🙂

Michelle

[Dekster001]

Hi

I return from holiday next week so I will check then and let you know.

thanks 

[Michelle-TalkTalk]

Good morning,

Thanks for the update. It was our Devices Manager who asked if we could retest as they believe that the issue should now be resolved.

Michelle

[Dekster001]

Hi Michelle

I’m on holiday and my eero is currently switched off so I can’t check unfortunately.

Can you please ask the devices team which eero dept told them the issue was resolved ? eero support are not aware of this development.

thanks 

[Michelle-TalkTalk]

Good morning @Dekster001 

Our Devices Manager has asked if we can check back in with you to see how you're getting on as they believe that this should now be resolved? (eero have resolved the issue)

Thanks

Michelle

[Debbie-TalkTalk]

Hi Dekster001

I'm really sorry about this.

Please let me know what Colin advises when he calls today.

[Dekster001]

Hi Debbie

Colin phoned me on Tuesday. He asked me to contact Eero support again.  Colin has arranged to phone me again today.

I phoned eero support yesterday and yet again I was advised they are looking into it. I asked for a timescale but they could not give me one. 

Colin already knows from our conversation on Tuesday that I remain very dissatisfied with the situation as this has been ongoing since February.   My contract is with TalkTalk not eero and in my opinion TalkTalk should be taking the lead here and liaising with Eero directly to fix the problem I have with my eero account/device.

I will see what Colin has to say today when he phones me.

As always, thanks for your help.

Regards

[Debbie-TalkTalk]

Hi Dekster001

How are you getting on? Have the team (Colin) made contact with you again?

[Debbie-TalkTalk]

Hi Dekster001

I'm so glad to hear that the team have made contact with you, thanks for letting me know.

Debbie

[Dekster001]

Hi Debbie, Michelle

Colin from the Service Management Team called earlier.  He was very helpful and he is going to speak to colleagues today to try and find a resolution and phone me back tomorrow.  

Thanks to you both for your ongoing help, appreciated.

Regards

[Dekster001]

Thanks Debbie 

Regards 

[Debbie-TalkTalk]

Hi Dekster001

I'm really sorry for the delay.

I've contacted the team this morning and I will post back here as soon as I have further information.

Thanks

Debbie

[Dekster001]

Hi Michelle

Still not heard from the Faults Escalation Team.  Have you had any update from them yet ? 

Thanks

[Dekster001]

Morning Michelle

How long does the Faults Escalation Team generally take to make contact ? 

Thanks 

[Dekster001]

Thanks