topic Re: Urgent support connecting required in Full Fibre

Urgent support connecting required

MissLucinda99997 — Mon, 22 Jan 2024 17:38:15 GMT

City fibre came and installed our fibre box this morning and left when 4 green lights came on - they tested and checked everything and said it was working fine. They connected the eero 6 and we downloaded the eero app. I've followed the instructions and the app on my phone can find the Eero, but fails during set up and says eero can’t connect to the internet. There is an exclamation mark next to WAN IP address. I've called Eero who said it's not an issue there end as the router is working fine. The engineers kindly came and gave us a standard TalkTalk router and that's not working either. Spoke to 3 different people at TalkTalk who all claim there's an error on the line but the engineers have confirmed it was all working fine.

I've already missed a day of work due to this, can anyone help? I'm desperate.

Re: Urgent support connecting required

bigkenny — Mon, 22 Jan 2024 17:50:00 GMT

The ONT box that has been installed connect the cable a RJ45 Ethernet cable to LAN port on say a laptop and see if you get internet if you do that side is OK your getting internet from outside ok

Re: Urgent support connecting required

MissLucinda99997 — Mon, 22 Jan 2024 19:11:56 GMT

On my laptop it says 'Connected without internet' - same on a second laptop we tried

Re: Urgent support connecting required

bigkenny — Mon, 22 Jan 2024 21:07:54 GMT

Then it’s the immortal words "Houston, we have a problem" Its up to Openreach/City fibre to sort this bit out from/to the ONT if signal is ok its TT problem

Re: Urgent support connecting required

MissLucinda99997 — Mon, 22 Jan 2024 21:11:48 GMT

Cityfibre did all their tests and said its working fine from them,keep speaking to talktalk but they claim its fine too... no idea what to do or what this might be

Re: Urgent support connecting required

bigkenny — Mon, 22 Jan 2024 21:17:15 GMT

Hopefully one of the TT staff will see this thread soon and sort it out for you as it seems not much you can do now yourself

Re: Urgent support connecting required

MickyB93 — Mon, 22 Jan 2024 21:29:05 GMT

Hi,

I had same problem. My Openreach account had been set up with incomplete information so wouldn't generate an IP address.

It's a behind the scenes tech support job. Literally all they had to do was change some data and it generated an IP address.

Raise a complaint through live chat or phone so you get a case manager.

Once you have a case manager get them to pass it on to the fibre tech team. Can't remember what they are called. But it's down to talktalk.

Eero will say everything is right at there end and open reach will say the same. Its just incorrect data not allowing for an ip address to be generated.

India can't help and all needs to be done with the UK team

Re: Urgent support connecting required

Gliwmaeden2 — Mon, 22 Jan 2024 21:41:56 GMT

Staff will reply during the day, @MissLucinda99997.

They are more likely to reply sooner than the opening hours for Chat / phone support.

Re: Urgent support connecting required

MissLucinda99997 — Mon, 22 Jan 2024 21:39:51 GMT

This is really helpful thank you! By Openreach is that the same as City fibre? Do you mind me asking what information was missing - I don't even know if I have the account you're talking about so want to make sure I phrase it the right way so they don't get confused and miss it!

Re: Urgent support connecting required

MickyB93 — Mon, 22 Jan 2024 22:02:45 GMT

It was Openreach in my case as they own the infrastructure. I guess in your case its Cityfibre but could still be the same problem.

It's basically a behind the scenes form that has your data in that talktalk send to the provider in mycase it was Openreach. The form was incomplete just had 0's in some of the boxes. As this was incomplete it wouldn't auto generate an IP address.

If you get the phone number for complaints ask for Nara. He delt with mine. So will hopefully remember.

It was hard work getting it through to the correct team and I can't remember what they were called. It took ages in my case as no one had any idea.

Re: Urgent support connecting required

Anonymous — Tue, 23 Jan 2024 06:44:03 GMT

Morning,

Can you please update your community profile to include your:

TalkTalk Telephone number or Account 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: Urgent support connecting required

MissLucinda99997 — Tue, 23 Jan 2024 08:45:36 GMT

I've dropped my account number in the 'Talktalk number' field as I do not have a landline

Re: Urgent support connecting required

Chris-TalkTalk — Tue, 23 Jan 2024 09:30:35 GMT

Thanks but could you also add the first line of your address and post code to the private notes section of your community profile

Thanks

Chris

Re: Urgent support connecting required

MissLucinda99997 — Tue, 23 Jan 2024 09:33:33 GMT

sorry I couldn't find where you meant as I am having to do this from my phone so have added that information to the same line as my account number

Re: Urgent support connecting required

Chris-TalkTalk — Tue, 23 Jan 2024 09:46:01 GMT

Thanks, have you recently moved house?

Chris

Re: Urgent support connecting required

MissLucinda99997 — Tue, 23 Jan 2024 09:48:43 GMT

Yea I had fibre 65 at my old address and always worked fine. Just moved into the address listed on my profile yesterday and an engineer from City fibre came to install everything as we upgraded to 150 fibre, they tested and said its all fine their end but no matter what router or Ethernet we use we cannot get Internet. On Eeros it can pair with the device but then says it cant connect to the internet as it fails on the 'External IP adress' part

Re: Urgent support connecting required

Chris-TalkTalk — Tue, 23 Jan 2024 09:56:00 GMT

OK thanks. Which lights are currently on, on the ONT?

Chris

Re: Urgent support connecting required

MissLucinda99997 — Tue, 23 Jan 2024 09:57:10 GMT

All 4 are green and the Ethernet one flickers.

Re: Urgent support connecting required

Chris-TalkTalk — Tue, 23 Jan 2024 10:00:12 GMT

Could you have a look on the back of the TalkTalk router and tell me what the firmware version is, it should be on the label, I just need the last 5 characters

Chris

Re: Urgent support connecting required

MissLucinda99997 — Tue, 23 Jan 2024 10:06:46 GMT

We were given an Eeros device for this - can't see a firmware label on there?

The engineers did also give us a talktalk router to try when it didn't work which uses the firmware 5464-2 . Neither option will connect to the internet