topic Re: Issue with eeros and Wan IP Address in Fibre

Issue with eeros and Wan IP Address

domlegg1985 — Wed, 15 Feb 2023 10:36:29 GMT

I had City Fibre come out and complete the installation last Thursday. I have 4 lights on the ONT Box however when trying to connect to the Eeros router I have an error saying unable to connect to internet and an issue with the WAN IP address. I have been provided different information from numerous people at TalkTalk with some saying the line hasn't been activated and some saying it has. Any ideas what needs to happen to solve this?

Re: Issue with eeros and Wan IP Address

KeithFrench — Wed, 15 Feb 2023 11:41:21 GMT

Do you have a laptop with a wired (Ethernet) connection that you can try in place of the Eero. This will prove if it is an issue with the fibre or Eero

Re: Issue with eeros and Wan IP Address

Chris-TalkTalk — Wed, 15 Feb 2023 11:46:27 GMT

Hi domlegg1985,

Can you please add your address to the private notes section of your community profile and we'll take a look at it for you

Chris

Re: Issue with eeros and Wan IP Address

domlegg1985 — Wed, 15 Feb 2023 12:55:58 GMT

Hello Chris, I have done this now.

Re: Issue with eeros and Wan IP Address

Chris-TalkTalk — Wed, 15 Feb 2023 14:47:14 GMT

Thanks. I've found your details. Could you switch the ONT and eero off for 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: Issue with eeros and Wan IP Address

domlegg1985 — Wed, 15 Feb 2023 15:05:48 GMT

I’ve read that response to a number of people that have had the same issue. Talk talk need to issue an IP Address by the sounds of the other issues people have had

Re: Issue with eeros and Wan IP Address

Chris-TalkTalk — Wed, 15 Feb 2023 15:08:33 GMT

We will need to pass this to our Future Fibre team for further investigation but we just need you to switch the router and ONT off for 30 minutes first

Thanks

Chris

Re: Issue with eeros and Wan IP Address

domlegg1985 — Wed, 15 Feb 2023 15:25:25 GMT

And then switch it on again?

Re: Issue with eeros and Wan IP Address

Chris-TalkTalk — Wed, 15 Feb 2023 15:27:27 GMT

Yes please

Re: Issue with eeros and Wan IP Address

domlegg1985 — Wed, 15 Feb 2023 19:08:38 GMT

It will not shock you to hear that didn’t solve the issue.

Re: Issue with eeros and Wan IP Address

Anonymous — Thu, 16 Feb 2023 07:40:34 GMT

Morning,

I've raised this over to our Faults Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Re: Issue with eeros and Wan IP Address

domlegg1985 — Thu, 16 Feb 2023 09:28:54 GMT

And what sort of timescale am I looking at given it’s already been a week?

Re: Issue with eeros and Wan IP Address

Anonymous — Thu, 16 Feb 2023 11:02:46 GMT

Hello,

The team have confirmed that they are looking into this so I'm hoping to know more soon. It's likely they will also try and call you directly.

Thanks

Re: Issue with eeros and Wan IP Address

domlegg1985 — Thu, 16 Feb 2023 14:29:53 GMT

Do you have any updates for me?

Re: Issue with eeros and Wan IP Address

Anonymous — Fri, 17 Feb 2023 06:48:34 GMT

Morning,

I've chased for an update now.

Thanks

Re: Issue with eeros and Wan IP Address

domlegg1985 — Sat, 18 Feb 2023 09:50:23 GMT

An update on this. I spoke to a colleague of yours yesterday on the telephone. I have tried connecting directly to the ONT box however I am still unable to get a connection. If I can’t connect directly I hardly think a new router is going to solve the issue. I’m getting to the end of my tether with this and would like an engineer arranged as soon as possible.

Re: Issue with eeros and Wan IP Address

Anonymous — Mon, 20 Feb 2023 06:41:57 GMT

Morning,

I'm sorry for the delay. Has the new router arrived since your last post and I will arrange for the team to contact you back ASAP.

Thanks