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.

[STEPHENMAK]

Hi, 

Thanks for your reply and informing me that it has been escalated. How am I supposed to know that it has been escalated ? If I had some indication that somebody was looking into it then it would be helpful. 

[Gliwmaeden2]

There are no staff members on at weekends, @STEPHENMAK.

Your thread was re-escalated on Thursday and I will do it again today. 

To keep its place in the workflow, don't follow up before they reply.

[STEPHENMAK]

So nobody seems to be interested in this issue. I was promised some advice from Michelle but so far nobody from Talktalk has responded. If this is not resolved in the next few days I will have to make some decisions.

My Full fibre was installed 8 days ago during which my Yale alarm has not worked. We have had burglers  twice in the past 20 years and take home security seriously.  If Talktalk is not able to resolve the issue I will have to consider either leaving talktalk and keeping the present system or buying a new alarm ( in which case I will probably still leave talktalk as their customer care is poor and I wouldn't want to go through this all again).

Yale are still in touch with me and today sent me an email asking if the issue had been resolved. They maintain that my alarm is not faulty as it worked on the day my full fibre was installed.

Not sure who reads these posts but are there any Talktalk customers out there with a working Yale HSA 6610 ethernet connected to the Eero that is in full working order with Talktalk's full fibre 500.

I am going to reply to Yale today to say nothing has been resolved, I feel this issue is going nowhere and maybe should have just stayed with the part Fibre 65 package where the internet speed was acceptable and the Yale alarm worked.

[ferguson]

Don't give up, I see you have done it now. Give Michelle a chance to get back to you again, I doubt very much you will get far by contacting them by phone.

[STEPHENMAK]

Sorry, I give up, this whole community posting system doesn't work. I am trying to get help from Talktalk, and all I am getting is comments about not updating my community profile instead of advice. How would an elderly pensioner who is not computer literate ever cope with such a process. I will go back to telephoning them.

[ferguson]

OK, but I cannot see the appropriate indicator below your username, nor your confirmatory post? 

[STEPHENMAK]

I updated my profile yesterday and confirmed at the same time.

[ferguson]

And Michelle is waiting for you to update your community profile and confirm when you have done so. 

[STEPHENMAK]

Hi , You mentioned maybe I was being a little harsh with Talk talk. Let me update you. 2 days ago I sent Yale an email. It was sent to the same person who has been helping me for the last few days. Each time I contact Yale, I am able to speak to him personally. He is polite and sends me emails with instructions and updates. The latest is he will escalate the issue to a higher technical level of support when all other avenues have been exhausted by Talktalk. Yale have not washed there hands of the matter. All they are saying is that the alarm is not faulty.

They have also offered me a substantial reduction in price for a new different Yale Alarm if the issue cannot be resolved.

Contrast this to Talktalk customer care : 2 long sessions on the chat helpline, one long phone call, and an attempt to speak to Eero only to be cut off because by then it was nearly closing time.

I was also told by the Talktalk operator that as all my other devices were working, then there was nothing wrong with the Eero. Only when I mentioned escalating the issue, did she attempt to put me through to the Eero Technical Team.

In the process I have spoken to about 4-5 different people each time having to explain the problem from scratch.

The last I heard was a message from Michelle at Customer care who said she was waiting for advice from a colleague. As of today I am still waiting for further advice from her.

[Michelle-TalkTalk]

Hi @STEPHENMAK 

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I've asked one of my colleagues for advice and I'll post back as soon as I receive a reply.

Thanks

Michelle

[ferguson]

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

.

[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.