topic Re: We can't connect to the internet in Fibre

We can't connect to the internet

Petew0807talktalk3 — Wed, 21 Feb 2024 14:41:27 GMT

Hi,

Just got my new Fibre 500 with the Eero pro 6 tri-band box, I get the solid blue light on it,

but when I try to connect I get this message on the app saying "Looks like we can't connect to the internet".

The engineer did come a few days early and had a problem with my fiber line

also, but managed to fix it. I have 2 solid green lights at the wall

My Eero box came a day early, but I did not think these would be a problem.

I also can't connect to the help chat line nobody responds

Thanks in advance

Pete

Re: We can't connect to the internet

KeithFrench — Wed, 21 Feb 2024 14:54:49 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: We can't connect to the internet

Chris-TalkTalk — Wed, 21 Feb 2024 15:10:35 GMT

Hi Petew0807talktalk3,

Can you please add your TalkTalk home telephone number or account number to your community profile and we'll be happy to take a look at this for you

Chris

Re: We can't connect to the internet

Petew0807talktalk3 — Thu, 22 Feb 2024 11:53:23 GMT

Thanks for your replies,

I have filled in more my profile, with the telephone number etc you asked for.

Re: We can't connect to the internet

Petew0807talktalk3 — Thu, 22 Feb 2024 11:56:35 GMT

What the Eero app says is the WAN IP address is the problem

Re: We can't connect to the internet

Chris-TalkTalk — Thu, 22 Feb 2024 13:03:22 GMT

Thanks Pete. To be honest I'm a bit confused, it looks as though your service hasn't gone live yet. Have you been told that the service is live?

Chris

Re: We can't connect to the internet

Petew0807talktalk3 — Fri, 23 Feb 2024 12:27:50 GMT

Thanks for all your comments, I have talked to another Openreach eng and my fibre line has been allocated to another property in our street, they are going to fix it later today

Re: We can't connect to the internet

Debbie-TalkTalk — Fri, 23 Feb 2024 12:28:53 GMT

Hi Petew0807talktalk3

Thanks for the additional information.

Please let us know how you get on.

Debbie

Re: We can't connect to the internet

Debbie-TalkTalk — Mon, 26 Feb 2024 10:24:33 GMT

Hi Petew0807talktalk3

How are you getting on?