topic Re: eero6 - No External IP Address - No Internet Connection in Full Fibre

eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 10:52:09 GMT

So I've seen this issue a few times on this message board and I have had zero luck with either the call centre or the live messenger. The fixes suggested to me are usually turn it off and back on again. The main issue is that the fibre connection seems to be live, but the eero6 is not able to get an external IP address. I think, from reading other posts, that this is an issue that needs a few settings or permission changes from TalkTalk. It's highly unlikely to be a hardware issue or an open reach issue.

Neal

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 10:56:52 GMT

Hi Neal,

I'm sorry to hear that you're experiencing problems with your service. 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: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 11:00:54 GMT

I've just updated all the community info you wanted.

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 11:07:33 GMT

Thanks, could you also add the account number to the private notes section of your community profile

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 11:28:56 GMT

Done!

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 11:52:09 GMT

Thanks. I've sent you a PM to confirm some details so that we can look into this further

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 13:18:16 GMT

I've replied to your PM.

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 13:24:59 GMT

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 13:57:22 GMT

You should have everything you need at this point. I am worried that at this pace this issue will not be resolved in time for the weekend, where I will need an active internet connection and fear I will not be able to contact TalkTalk support.

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 14:37:12 GMT

Thanks. The order is showing complete on the Openreach poral but doesn't appear to be complete on our systems. I'll ask our provisioning team to take a look. I'll let you know when I receive an update

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 14:38:53 GMT

Thanks Chris!

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 14:39:35 GMT

No problem 🙂

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 15:10:30 GMT

Hi Neal,

Our provisioning team have confirmed that your service is live so there's no reason for the eero not to connect. Could you switch the ONT and eero off for at least 30 minutes then switch back on and retest - please let us know how you get on

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 15:31:44 GMT

Hi Chris,

I'll do this shortly. Unfortunately, I am at work and will have to pop home to do this.

Neal

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Fri, 17 Nov 2023 15:38:23 GMT

That's fine, whenever is convenient

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Fri, 17 Nov 2023 17:16:39 GMT

Hi Chris, same issue. No external IP address. Are you sure this isn't a similar problem to this post:

https://community.talktalk.co.uk/t5/Full-Fibre/No-external-ip-address-eero/td-p/2946730

Here the solution was:

"I've changed the line profile, the profile that you were on doesn't work with the Eero."

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Mon, 20 Nov 2023 08:28:05 GMT

Hi Neal,

Thanks for trying that. No it's not the same issue as that problem only occurs on City Fibre circuits

Could you just confirm that it's still not working and I'll pass it over to our Future Fibre team for further investigation

Chris

Re: eero6 - No External IP Address - No Internet Connection

nealeero6 — Mon, 20 Nov 2023 11:23:13 GMT

Hey Chris,

Still no IP address. No Internet.

Neal

Re: eero6 - No External IP Address - No Internet Connection

Chris-TalkTalk — Mon, 20 Nov 2023 13:12:05 GMT

OK thanks I've passed this to our Future Fibre team. I'll let you know when I receive an update or they may contact you directly

Chris