topic Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION in Fibre

NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Mon, 03 Apr 2023 19:41:55 GMT

Hello,

Please can someone help with my full fibre installation.

The city fibre engineers came out today and connected my modem and EERO Pro 6 router however when attempting to connect I get the repeated response of there being no External IP address to connect to.

I have spent hours on the phone today with your colleagues who have not been able to help me, however looking through similar topics it seems your team here have been able to find a fix.

I hope you can help me with mine,

Thanks,

Fraser

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 06:05:42 GMT

Hi Fraser,

I'm sorry to hear that you're experiencing problems with your service. Could you switch the ONT off for 30 minutes then switch back on and retest. If then still not working can you try connecting a device directly to the ONT with an Ethernet cable - please let us know how you get on

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 07:50:47 GMT

Morning Chris,

Thanks for getting back to me.

Had no luck with either of those options, the same error relating to the external IP address is arising.

Fraser

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 08:34:46 GMT

OK thanks for trying, could you add your address to the private notes section of your community profile and I'll log it over to City Fibre

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 09:27:45 GMT

Thanks Chris,

That's it updated. Can you please follow up on this as a priority today I cannot work without internet and my old provider contract has ended.

Best,

Fraser

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 10:08:15 GMT

Thanks for that, can I just ask, are you the account holder?

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 10:40:58 GMT

Thanks Chris,

Yes I am.

Fraser

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 11:10:29 GMT

OK thanks. Are you an existing TalkTalk customer upgrading or a new customer moving from another provider?

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 11:19:12 GMT

Hi Chris,

New customer moving from virgin thanks.

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 12:08:21 GMT

Thanks. Do you have an order number, if you do could you add it to t he private notes section of your community profile (sorry, I'm having problems finding your account)

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 12:20:05 GMT

Thanks Chris order number added now.

Fraser

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 12:23:04 GMT

Thanks, I've tried that number, it's not coming up with anything. I can usually find the account with the address but not in this case - could you just confirm that the address that you've entered is definitely correct

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 12:36:40 GMT

Chris,

Yes that's definitely my address and the correlated order number I was given. City fibre came out yesterday morning at 8.30am to install.

Fraser

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 12:41:11 GMT

On the email it recorded my flat number (x / x) as (day / month), maybe that is the issue

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 12:56:17 GMT

Thanks. I've found it now, I'll ask City Fibre to take a look

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Tue, 04 Apr 2023 14:42:53 GMT

Hi Fraser,

I've received an update from City Fibre, they say the issue should now be resolved so could you please retest and let me know if you can now connect

Chris

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

FraserMD — Tue, 04 Apr 2023 16:04:37 GMT

Great Chris thanks for your help! That's it up and running now.

Re: NO External IP ADDRESS - CITYFIBRE INSTALLATION

Chris-TalkTalk — Wed, 05 Apr 2023 06:11:49 GMT

That's great news Fraser, thanks for letting me know 🙂

Chris