topic Re: Eero showing no external/WAN IP in Full Fibre

Eero showing no external/WAN IP

SteveKnight-SW — Sun, 19 Nov 2023 19:39:59 GMT

Hi, on Wednesday 15th November CityFibre installed a modem and eero 6 for Full Fibre 150. When doing the setup on the eero app, it fails at connecting to the internet, showing an issue where there is no external IP address. We have tested using an Ethernet cable straight from the modem to an Xbox and there is still no connection - stating it cannot connect to DHCP server. Restarted eero and modem multiple times with no luck. I have seen this problem solved for others by having their profile changed from ADSL to Fibre. Could someone take a look at this please?

Thanks,

Kath

Re: Eero showing no external/WAN IP

KeithFrench — Sun, 19 Nov 2023 21:44:16 GMT

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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Eero showing no external/WAN IP

Anonymous — Mon, 20 Nov 2023 08:08:47 GMT

Good morning,

I'm sorry to hear this.

Can you please update your community profile to include your:

Name
TalkTalk Telephone number/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: Eero showing no external/WAN IP

SteveKnight-SW — Mon, 20 Nov 2023 11:37:01 GMT

Hi Michelle,

I have added the information I am able to, however:

1. I am unable to add a TalkTalk Telephone number as the plan we are on is Fibre Only - no landline.
2. I am unable to add an Account Number as despite having the device installed I have never received any email, text, or call to inform me of my account number. The only email I have received from TalkTalk since purchase was one with information about the eero 6. I was told over the phone I would be given an account number when my service was live which isn’t very helpful as it seems I need the account number to go live! Still, I received a text from TalkTalk this morning claiming my Full Fibre was set up and ready to use (it’s not) and there is still no Account Number to be seen.

I have added some details to the Private Notes section regarding the details which the Fibre 150 plan was bought under.

Thanks

Re: Eero showing no external/WAN IP

Anonymous — Mon, 20 Nov 2023 12:31:37 GMT

Hello,

I've raised 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: Eero showing no external/WAN IP

Anonymous — Tue, 21 Nov 2023 09:55:33 GMT

Morning,

I believe that our Faults Escalation Team have made contact. Please let us know how you get on.

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Tue, 21 Nov 2023 11:39:45 GMT

Hi Michelle

Yes we had a phone call yesterday I believe from the Fault Escalation team. Had us doing the same tests we had been told to do almost a week ago by the eero helpline; going through the eero setup, restarting the eero, restarting the modem etc. Told us they would get in contact with CityFibre for them to check out the issues which, if I’m not mistaken, they have already done and told us it was all good on their end and set up properly. I’m inclined to believe them as all the times I have seen this issue on these forums the fault has been with TalkTalk not having the profile set up properly so no IP address is assigned.

Had an email come through claiming the service was now live (still not) however it did say to look out for an email about setting up ‘My Account.’ Will this email finally provide me with an account number I can put on my community profile so that the technicians on these forums can check the account is set up correctly for Fibre?

Thanks

Re: Eero showing no external/WAN IP

SteveKnight-SW — Tue, 21 Nov 2023 15:51:11 GMT

Update: had an email come through detailing the direct debit which included an account number, so have now registered for My Account.

I have added the account number and phone number to the ‘private notes’ section of my profile. Could someone please use this to check the profile is set up correctly for Fibre?

Thanks

Re: Eero showing no external/WAN IP

Anonymous — Wed, 22 Nov 2023 12:50:54 GMT

Hello,

I'm sorry for the delay. Can I just confirm, has an engineer been today?

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Wed, 22 Nov 2023 14:05:41 GMT

Hi Michelle

No engineer has been round today. Could you please confirm if the account is set up for Fibre rather than ADSL as I have seen this for other people with this issue?

Thanks

Re: Eero showing no external/WAN IP

Anonymous — Wed, 22 Nov 2023 14:14:01 GMT

Hello,

I'm really sorry to hear this. I previously checked the profile and everything looked correct to me. I've just contacted the team again and chased for an update on this. I will let you know as soon as they respond to me.

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Wed, 22 Nov 2023 14:39:46 GMT

Hi Michelle

Thanks for your help on this. When trying to run a connection test from ‘My Account’ it states:

“Your property has two lines supplying your connection, a copper line and a fibre line” and “A member of our support team should be in touch over the next couple of months to remove your copper line and transition you to a Full Fibre connection.”

Could this be a potential reason for the connection issues? If it will take a “couple of months” to sort out we may be forced to change providers.

I’ve also seen this issue caused by “code mismatches” and incorrect modem serial numbers (although I can see no serial on the black wall box that was installed - the eero 6 serial is in my ‘Private Notes’), if that might be any help

Re: Eero showing no external/WAN IP

Anonymous — Thu, 23 Nov 2023 06:58:14 GMT

Morning,

Sorry for the delay in getting back to you. I'll continue to chase our Faults Escalation team and I'm hoping to receive an update on this at some point this morning/today.

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Sun, 26 Nov 2023 18:45:04 GMT

Hi Michelle.

Still not connected up. Any updates over the weekend?

Thanks

Re: Eero showing no external/WAN IP

Anonymous — Mon, 27 Nov 2023 08:10:23 GMT

Hi,

I'm really sorry about this. I've asked the team to provide an update on this ASAP.

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Tue, 28 Nov 2023 08:08:48 GMT

This issue seems to be dragging on and we’ve had no communication or apparent progress in a week now. Is there a clear understanding of the fault and what is required to resolve it please. The dedicated engineer has not made contact in a week so from our perspective it looks like nothing is being done to get us online.

I assume I’m not getting charged currently but if there is no immenent resolution I will be looking at cancelling this new contract. I note my contract has an end date which is inaccurate, as I haven’t had a start date of service yet!

Re: Eero showing no external/WAN IP

Anonymous — Wed, 29 Nov 2023 06:38:59 GMT

Hi,

Can I just confirm, did you receive a call from our Faults Escalation Team yesterday?

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Wed, 29 Nov 2023 08:06:34 GMT

A voice message was left yesterday, wanting to arrange a site visit and said they would call back to arrange, but they never did. Please use the alternative phone number in the profile as the main contact number for this issue.

Re: Eero showing no external/WAN IP

Anonymous — Wed, 29 Nov 2023 08:09:29 GMT

Hi Steve,

When would be the best time to call you today and I will let the team know ASAP.

Thanks

Michelle

Re: Eero showing no external/WAN IP

SteveKnight-SW — Wed, 29 Nov 2023 08:15:23 GMT

this morning between 9am and 12 noon on the alternate number please