topic Cannot connect to DHCP server in Fibre

Cannot connect to DHCP server

D5Creations — Wed, 21 Feb 2024 16:49:21 GMT

Ok, so my fibre broadband stopped working on Thursday 15th February. Went through the live chat to try to fix the issue. Restarted Eero router, restarted ONT box, factory reset of the Eero router, but none of that worked.

I tried a second Eero router with a brand new ethernet cable, still no joy. So a Talktalk engineer came out yesterday. He tried a 3rd Eero router and a Talktalk fibre hub. Still no luck in fixing the issue. Even tried my Wavlink Gigabit router and that said that there is an issue with the DHCP server.

So I went back onto the live chat, and had to complete all the steps again. The recommendation was that they send out a new Eero, as they said I had a faulty one. I declined, because 3 Eeros had been tried and it's unlikely that they are all faulty.

Today I was on the phone to technical support for almost 2 hours, and all they did was put me through to Eero customer support, who also identified that it was a DHCP problem and nothing to do with the Eero routers.

The issue is with the connection to the DHCP server. Nothing can connect to it. There are 3 green lights on my ONT box, and Openreach have told me that this indicates that the fibre is working fine, but the problem is with my provider.

I got back on the phone with technical support and they have made an appointment with the Openreach engineer. Will he actually be able to fix the issue if Openreach are saying that there isn't one on their end? How can the DHCP server connection problem be fixed? By Talktalk or by Openreach?

It's getting quite frustrating at this point to go round in circles.

Re: Cannot connect to DHCP server

Anonymous — Thu, 22 Feb 2024 06:53:44 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone 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

Re: Cannot connect to DHCP server

D5Creations — Thu, 22 Feb 2024 08:17:59 GMT

Updated profile.

Re: Cannot connect to DHCP server

Chris-TalkTalk — Thu, 22 Feb 2024 09:37:46 GMT

Hi D5Creations,

Sorry but could you also add your TalkTalk home telephone number or account number to your community profile

Chris

Re: Cannot connect to DHCP server

D5Creations — Thu, 22 Feb 2024 10:03:29 GMT

I have added the account number (as I have a data only package)

Re: Cannot connect to DHCP server

Chris-TalkTalk — Thu, 22 Feb 2024 10:13:20 GMT

Thanks. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and let me know when you've done this

Thanks
Chris

Re: Cannot connect to DHCP server

D5Creations — Thu, 22 Feb 2024 10:54:08 GMT

This has been done 3 times already, but I have done it again. It has now been restarted. Getting the same message from my Eero that it cannot connect to the internet, and from my laptop plugged directly into the ONT box, it cannot connect to the DHCP server.

The Openreach engineer will be here in the next 20 minutes, so hopefully he can fix it.

Re: Cannot connect to DHCP server

Chris-TalkTalk — Thu, 22 Feb 2024 11:16:11 GMT

OK thanks. Please let us know how the engineer visit goes

Chris

Re: Cannot connect to DHCP server

D5Creations — Thu, 22 Feb 2024 15:49:40 GMT

The Openreach engineer has been and has indicated that there is a problem on their end that is affecting services for Talktalk, BT, EE and Sky customers. They seem to think the fault is at the exchange and that the card that is used at the exchange needs to be reset. They said that it should be a quick fix when it gets attended to, but gave no timeframe for the fault to be fixed.

Is there any way I can get an update on the problem?

Re: Cannot connect to DHCP server

Chris-TalkTalk — Fri, 23 Feb 2024 06:38:57 GMT

OK, thanks for the update, hopefully the issue will be fixed soon

Chris

Re: Cannot connect to DHCP server

Anonymous — Tue, 27 Feb 2024 08:25:23 GMT

Morning,

How are you getting on?

Thanks

Michelle