Internet Troubleshooting Guide – Property 6 & 6a Cornwall Avenue

If your internet stops working, please follow these steps carefully before contacting TalkTalk support. Most issues can be fixed in a few minutes by restarting the equipment or checking your eero app.

Step 1 – Restart Equipment

• Power off both the black modem (TalkTalk) and white router (eero).
  • Wait 30 seconds, then power them back on.
  • Wait about 5 minutes for the white router light to turn solid white (not blinking).
  • If the light stays red, record what lights are showing on the black modem and continue to Step 2.
  
  

Step 2 – Check Your eero App

You should have downloaded this app during check-in. You have been added as an Administrator in the eero app. If you don’t have it, skip to Step 3.
• Open the eero app on your phone.
• You’ll see your network (rowen) or select the one for your property.
• The eero app will show your network status and guide you through any troubleshooting steps.

Step 3 – Contact TalkTalk Support

You are already registered as an authorised account holder with TalkTalk, so you can contact them directly if the internet is still not working.

TalkTalk Support (Available 24/7):
• Phone: 0345 172 0088
• Email: No direct email to support
• Live Chat: Login to access chat at https://customeraccounts.talktalk.co.uk/myaccount/ – jameshunt@cheltenhamservicedrooms.co.uk – Password: ilikepizzaA1=
• You can also download the app – TalkTalk in Apple Store or Google Play Store

When contacting them, please:
• Use your own name and email address (you are registered as an account holder, they have both your name and email address).
• Provide the following details if asked:
  – Property Address: 6 & 6a Cornwall Avenue, Cheltenham, GL51 8AY
  – Account number: 1014413174
  – Bill number: TT0682157948
  – Username: jameshunt@cheltenhamservicedrooms.co.uk (if needed, but give your number or email for call-back)

Example message:
“Hi, I’m an authorised account holder for 6 Cornwall Avenue. My internet is down – could you please check the line?”

Step 4 – Follow TalkTalk’s Guidance

TalkTalk support will normally ask you to restart your modem and router again while they perform remote checks. Follow their instructions carefully – they usually fix the issue remotely.

Please note that the process may take over 5 minutes before all the lights settle down. If TalkTalk cannot fix the problem, message us through WhatsApp or email, and we will follow up with them.