topic Re: Eero router won't connect to internet in Fibre

Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 10:10:46 GMT

Hi all, I had full fibre fitted on monday and given an eero router. None of our devices can connect to it. I'm desperate to get the internet back as my son has autism and need it for communication. Any ideas?

Re: Eero router won't connect to internet

KeithFrench — Wed, 24 Jul 2024 10:14:10 GMT

If your full fibre is provided by CityFibre, then you might need a profile change. 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.

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 10:17:51 GMT

Thank you 😊 Feel like no one is helping me to sort this.

Re: Eero router won't connect to internet

KeithFrench — Wed, 24 Jul 2024 10:25:14 GMT

I had the same problem on my CityFibre connection as this & the TalkTalk forum staff here sorted it out very quickly. If it turns out to be caused by something else, they will get it sorted.

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 11:10:05 GMT

Hi Hello247,

Can you please update your community profile to include your:

Name
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

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 11:20:52 GMT

I have updated my profile contacts etc

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 11:35:08 GMT

OK thanks. I can see that you are on an Openreach circuit, could you just tell me which lights are on, on the ONT?

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 11:52:19 GMT

Lan, pon and power

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 12:01:32 GMT

OK thanks. Could you try connecting a device directly to the ONT with and Ethernet cable, bypassing the eero, and check to see if you can then connect to the Internet

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 12:06:51 GMT

I've only got my previous router that the ethernet cable will fit into. Just tried that. Just has Pon and power light on now.

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 12:10:10 GMT

What make and model is your previous router?

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 12:15:58 GMT

All it says is divice version DG804W-2.T5

TALK TALK product

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 12:20:00 GMT

OK thanks, did you plug the Ethernet cable into the WAN port of the router (not one of the LAN ports)?

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 12:21:09 GMT

No I didn't at first but have since and now the LAN light is on

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 12:38:51 GMT

Thanks, what colour is the light on the router?

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 12:40:15 GMT

Its flashing red

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 12:42:19 GMT

OK, could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest. If it's then still not working I'll pass it over to our Future Fibre team for further investigation

Chris

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 12:58:47 GMT

Do you mean retest the old router or the eero?

Re: Eero router won't connect to internet

Chris-TalkTalk — Wed, 24 Jul 2024 13:17:52 GMT

The eero please

Re: Eero router won't connect to internet

Hello247 — Wed, 24 Jul 2024 14:34:00 GMT

Hi chris, I've done it. Still the same. Maybe I just need a different router. My fiancee had his installed last week and he has this router and he is on talk talk full fibre, lives 1 road away and his appears to be working fine.