topic Re: WAN IP address failure on Eero set up in Full Fibre

WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 13:04:20 GMT

City fibre came and installed our fibre box this morning and left when 4 green lights came on. They connected the eero 6 and we downloaded the eero app. My phone can connect to the eero when running through set upon the app, but fails during set up and says eero can’t connect to the internet. There is an exclamation mark next to WAN IP address.

Called the support team and was passed around 4 departments and explained my problem to each in turn. Turned the modem/router off multiple times and retried. Got cut off from 2 hour phone call. Tried online chat. Explained situation again and they said my account wasn’t activated, but they activated it now and the problem would be solved (actually despite us receiving the eero 6 from talktalk after signing up online, and talktalk sending city fibre to us to do the install, talktalk so not actually have a record of us as customers and we don’t exist on the system, but they say that isn’t the problem). Anyway, the “activation” did not solve the problem. Got disconnected from that chat and had to them explain the whole thing to another person who said there’s no problem their end and they will try and get a resolution in 72 hours and then I can call back if I still have a problem. I honestly can’t face another frustrating 4 hours of repeating myself and I can see this is a common problem so wondered if anyone else has a fix please! Thanks in advance. Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Tue, 31 Jan 2023 13:07:53 GMT

Hi Cathy,

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

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 13:11:31 GMT

Hi Chris,

I’ve added contact details to my profile (I think).

thanks,

cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Tue, 31 Jan 2023 13:50:11 GMT

Thanks Cathy but could you also add your order number or account number to the private notes section so that we can locate you on our systems

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 13:58:12 GMT

Hi Chris,

Apologies, I have now added some context to the private notes box on my profile.

Thanks,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Tue, 31 Jan 2023 14:04:57 GMT

Thanks for the information. Could you give me your house number and tell me which lights are on on the ONT

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 14:08:23 GMT

Hi Chris,

Number 3. All 4 lights are on if I have the eero plugged in too, or just 3 if I unplug the eero from the ethernet cable.

Thanks,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Tue, 31 Jan 2023 14:44:51 GMT

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

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 14:53:24 GMT

Hi Chris,

I tried this. There is no network connection. So I opened the command prompt on windows and ran ipconfig. The ethernet settings show that there is data coming in to IPv4 and IPv6 suggesting that we have internet to the modem. However, both of the DNS fields are empty which (in my very limited understanding) is an ISP issue and not an issue with internet getting to the ONT? Please see attached screenshot.

Thanks,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Tue, 31 Jan 2023 15:00:57 GMT

Sorry, I can't make out the details in the screen shot. Could you switch the ONT and eero off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 15:32:21 GMT

Hi Chris,

Have powered off and will restart again in more 15 mins. In the screenshot under ethernet connection:

Connection-specific DNS Suffix and Default Gateway are both missing, yet there are values for Link0local IPv6, Autoconfiguration IPv4 Address and Subnet Mask. I think this means that data is coming in to the ONT, but there is no ISP to provide/convert it to output. Is this because the service is not activated?

Thanks,

Cathy

Re: WAN IP address failure on Eero set up

cathymonty2 — Tue, 31 Jan 2023 16:16:00 GMT

Hi Chris,

The problem is the same after restarting the modem and router. I have phoned eero support too, and they have asked me to plug my laptop in to the modem directly via the ethernet cable. There is no internet connection when I do this and they say this is why the eero cannot complete set up, and the 4 green lights on the ONT are meaningless as the cable is clearly showing that despite green lights, there is no internet connection. Please can you advise what we can do as it's a very frustrating situation and I have got little else done today aside from call/chat online/email people for support, and I can't work as I have no internet connection.

Best Wishes,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Wed, 01 Feb 2023 08:14:15 GMT

Thanks for the information. Could I just ask which speed service you signed up for?

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Wed, 01 Feb 2023 10:39:54 GMT

Hi Chris,

I signed up on the TalkTalk website for Fibre 150 (just broadband, no phone or TV) for £28 a month on the 22nd January. I spoke to someone again last night who signed me up for the same package again using my husband's email address (I have added this to the private notes section) as they couldn't send an email to my email address for some reason. Account is still in my name and all other details remain the same. The operator surmised that our order was lost somewhere in the system despite the install having taken place. We now have to wait for another installation date, which is fairly pointless as we already have the install completed, and the Eero 6 router in situ. Is there any way that you can activate the account before the new install date because we are already connected to the cabinet, so the only thing we are missing is an ISP!

Thanks,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Wed, 01 Feb 2023 10:53:37 GMT

Thanks. I'll pass this over to our Future FIbre team and ask them to take a look. I can see your service on the City Fibre portal but it's not showing on our systems

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Wed, 01 Feb 2023 14:19:03 GMT

That's great, thanks Chris for all your help. I look forward to hearing from the future fibre team.

Best Wishes,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Wed, 01 Feb 2023 14:23:53 GMT

No problem Cathy 🙂

Re: WAN IP address failure on Eero set up

cathymonty2 — Thu, 02 Feb 2023 09:18:38 GMT

Hi Chris!

I just received a text from the future fibre team cancelling my order because fibre isn't available in my area. However, I can assure you that it is as my neighbour has fibre with talktalk, our fibre cables come from the same pole about 10 metres from our properties, and I am currently piggybacking off their Talktalk wifi using a dongle. Any ideas? I can't face another whole day of calling a call centre where there is a huge delay on the line and the operator is reading from a manual, or explaining my problem over and over again to the online chat and getting no resolution.

Thanks,

Cathy

Re: WAN IP address failure on Eero set up

Chris-TalkTalk — Thu, 02 Feb 2023 09:58:49 GMT

Hi Cathy,

The order is still showing complete on the City Fibre portal. I'll let you know when I receive any further information from our Future Fibre team

Chris

Re: WAN IP address failure on Eero set up

cathymonty2 — Thu, 02 Feb 2023 10:29:58 GMT

Thanks,

Cathy