YALE alarms do not work with Eero

[STEPHENMAK]

My Yale HSA 6610 alarm worked perfectly for years until I installed Full Fibre 500 with an Eero router a few days ago. I have spent hours with Talktalk customer care and web chat who seem oblivious to the problem and Yale are adament that it is due to the Eero router. I have followed all the advice including changing the DNS to 8.8.8.8 and 8.8.4.4. I have opened the ports 5222 and 8765. I have tried Legacy mode even though it is an ethernet connection not a WIFI connection to the alarm hub. I have reset the Eero, I have reset the alarm hub.

It's incredibly frustrating as well as annoying. Why isn't there a fix for this. It has been going on for years and Yale say it is a compatibility issue which can be overcome. I feel letdown by talktalk.

[ferguson]

So have you got alterenative DNS servers set up now e.g. Google, or OpenDNS?  I use a mix of both.

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[STEPHENMAK]

Yale told me that they had come across this problem and the only way to get around it is to change the settings which talk talk were supposed to do. As it happens I was assured by one of their support staff that he had done this. However in my Eero app everything was still the same so I changed them manually.

With regards Yale there is nothing they can do as the alarm hub can only be connected with an ethernet cable.

[ferguson]

Just rewinding a bit, have you changed the DNS settings on the eero itself? You need to disable eero security to do this. 

[ferguson]

Just rewinding a bit, have you changed the DNS settings on the eero itself? You need to disable eero security to do this. 

[ferguson]

If it was me I would be disappointed at the response from Yale. How many millions of eeros do you think there are in operation? Anyway, do keep us posted, but I think you're being a wee bit harsh on TalkTalk at the the moment. 

[STEPHENMAK]

I will try Eero technical support again but I still can't believe that they can't fix this . Apparently Yale told me they have millions of these alarms in operation.

[STEPHENMAK]

After about 45 minutes with Talk talk support, they insisted that as the Eero worked with all my other devices then there was nothing wrong with it. It was only when I mentioned terminating my contract and complaining that they offered to put me through to Eero Technical support. I waited 20 minutes and than at 5:40 I got a message saying they were now closed !

I have spent literally hours trying to get it to work.

[ferguson]

Have you tried reaching out to eero support directly? But if Yale are washing their hands of it then that seems poor from them.