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.

[KeithFrench]

You are welcome @STEPHENMAK, I must be honest as the eero showed it as connected I thought that this could be the Yale that was at fault. However, occasions like this are difficult for me to be 100% sure, as I do not have one of these alarms.

[Michelle-TalkTalk]

Hi STEPHEN,

Thanks for the update and I'm sorry to hear this. Please let us know how you get on.

Michelle

[STEPHENMAK]

Hi,

I tried the new Eero router without any difference, so the Yale alarm is still not working.

On Saturday I had a long conversation with Eero Technical help who have come across this problem before and are aware of it. They tried a few more things . They switched off the IPv6 and restarted the router without any success. They checked all the other settings and said all the Yale recommended settings were correct. They said there was nothing more that they could suggest.

Today I am sending the Yale Alarm hub to Yale who are going to test it. If it they find that it works, they will send it back. If it is faulty , they will replace it as a gesture of good will. As the alarm worked on the morning that the Fibre 500 was installed 2 weeks ago, I am not hopefull that they will find any fault with the Alarm hub.

So unfortunately, it looks like I will have to change a relatively new alarm system which is still being sold by Yale.

Thanks to everyone here who tried to sort this out for me. It will be interesting to see if this crops up again in the coming months as more and more people move to full fibre with the Eero router.

[Michelle-TalkTalk]

Hi STEPHEN,

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Great thank you 🙂

Michelle

[STEPHENMAK]

Thanks, Will try this later and tell you how everything went. 

[KeithFrench]

Hi @STEPHENMAK 

To replace the possibly faulty eero with another, in the app go to:-

From the Home tab tap the blue + icon at the top right, then tap Add or replace eero devices.

From the next page, tap Replace eero Device and follow the prompts.

[Michelle-TalkTalk]

Hi,

Please disregard this email as it was sent in error. The replacement eero will not be chargeable.

Thanks

Michelle

[STEPHENMAK]

Hi, Thanks but why have I got an email saying that I am being charged £129 for this replacement Eero ?? 

[Debbie-TalkTalk]

Hi @STEPHENMAK 

The replacement eero is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[STEPHENMAK]

I spoke to Yale this morning and they  tried a few more things which didn't work. They have said that they have recently come across 2 cases where the Eero was at fault so it would help eliminate this as a cause of all the problems. So yes , please could you send out another Eero ASAP.

[Michelle-TalkTalk]

Thanks @KeithFrench 

@STEPHENMAK Are you happy for us to send a replacement eero for testing purposes?

Thanks

Michelle

[KeithFrench]

Hi @Michelle-TalkTalk 

After working for some time on this, it looks as if there might be a problem with this eero. Please could you replace this Pro 6 to rule out any hardware issue?

Thanks.

[KeithFrench]

I have now tested the port forwarding on the eero that is required for Yale & it worked fine.

[STEPHENMAK]

I will get in touch with Yale. The Eero app is saying the Yale hub is connected with the ethernet cable and indeed the green light is on. In the manual, it says that this means it is linked to the Server/Internet.

However, nothing works with the Alarm, I will contact Yale again later today.

[KeithFrench]

Hi @STEPHENMAK 

From your description, the green light signifies it is connected. However, does this mean it is just connected to the eero or some Yale system online? Please can you confirm, or ask Yale support?

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Thank you, I've raised this to our Devices Team and will post back as soon as I have an update for you.

Thanks

Michelle

[STEPHENMAK]

I have a  green light , no orange light and no working alarm. This is exactly the situation I had a couple of days ago.

[STEPHENMAK]

There is no orange light now.There is no connection with the app. It's all the same as before.

[STEPHENMAK]

Hi, I wish it were that simple, I really do. I switched on the internal battery switch ( which I forgot to do ). Now when I open the app ,this is the error I get , please see the attachment