topic Re: No internet connection after eero 6 router / full fibre installation in Fibre

No internet connection after eero 6 router / full fibre installation

KM_MK — Thu, 11 Jan 2024 08:43:01 GMT

Had full fibre installed on Monday 8th Jan. Open Reach engineer ran tests before he left, said all was working well.

Tried to set up eero 6 router and bluetooth is connected, ethernet cable is detected but fails to find WAN IP address.

After countless hours on the phone an hour on the phone to Eero and countless more with TalkTalk across two days of soft resets, hard resets, testing with old router, 'wait 24 hours and it will work' (it didn't) and trying with multiple devices, they eventually agreed to send another Open Reach engineer round to check it. He ran tests for about two hours, even switching out the modem with another to see if that fixed the problem and once again confirmed all worked fine their end.

Spoke to Talk Talk again, who said all they can do is send out a new router (which they're also trying to charge me £89 for btw!)

I know (and it seems they also do) that this is a known issue and a new router is unlikely to fix it, leaving me in the exact same position in a week when the new router arrives. What else can I do?

Re: No internet connection after eero 6 router / full fibre installation

Anonymous — Thu, 11 Jan 2024 08:48:30 GMT

Hello,

Can you please update your community profile to include your:

Name
TalkTalk Telephone number or Account 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: No internet connection after eero 6 router / full fibre installation

KM_MK — Thu, 11 Jan 2024 09:01:46 GMT

~Done

Re: No internet connection after eero 6 router / full fibre installation

Anonymous — Thu, 11 Jan 2024 09:12:11 GMT

Morning,

Thank you. I've passed this over to our Faults Escalation 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

Michelle

Re: No internet connection after eero 6 router / full fibre installation

LiamG7 — Sun, 24 Mar 2024 09:48:05 GMT

I need the same please. I’m really struggling to get clarity on whether openreach are actually on the case as I’m receiving messages from TalkTalk saying my situation is resolved when I’m still receiving the same wan up address errors…

Re: No internet connection after eero 6 router / full fibre installation

Anonymous — Mon, 25 Mar 2024 06:47:40 GMT

Hi Liam,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

Re: No internet connection after eero 6 router / full fibre installation

LiamG7 — Mon, 25 Mar 2024 08:18:28 GMT

Hi Michelle,

I have one too but was just chatting elsewhere.

thanks!

Re: No internet connection after eero 6 router / full fibre installation

Anonymous — Mon, 25 Mar 2024 08:21:42 GMT

Thanks Liam, I'll pick up your topic now 🙂

Michelle