topic Re: External IP address eero 6 in Full Fibre

External IP address eero 6

TC134 — Wed, 21 Feb 2024 10:52:27 GMT

Spent days doing all the tedious troubleshooting with no solution, had a talk talk engineer come out yesterday morning who tried 3 seperate eeros and a talk talk hub all not connecting, but he didnt have a clue what the fault was either, contacted live chat who wanted me to do the same old steps that didnt work before even though the talk talk hub 2 didnt work still blame the eero. I have 3 lights on the ONT, reset the routers, left them off for 30 minutes, hard reset, tried different cables. Also had a problem when we first got set up and it took weeks to "go live" then last week, it just switched off at 4.15pm one day last week during the school holidays and left us offline since. Not great as everything is streaming services, so no tele, The engineer even said he thought it was something to do with some setting on the fibre profile on talk talks end but even when I said to the live chat agent, it was just completely ignored as the line was testing fine.... I tried bypassing the eero and plugging my ps5 into a brand new network cable and it still wouldnt connect. Im tearing my hair out, we have only had just over a month!

Re: External IP address eero 6

KeithFrench — Wed, 21 Feb 2024 11:04:53 GMT

It must be a network issue. 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: External IP address eero 6

TC134 — Wed, 21 Feb 2024 11:56:26 GMT

Thank you Keithfrench

After searching through the forums its seems quite a common problem, which is a bit worrying considering im now stuck in a contract for another 17 months

Re: External IP address eero 6

Chris-TalkTalk — Wed, 21 Feb 2024 12:39:11 GMT

Hi TC134,

I'm sorry to hear that you're experiencing problems with your service. Line test is clear and internet connection appears to be active.

Do you have an internet connection if you connect a device directly to the ONT with an Ethernet cable (bypassing the eero and wifi hub)?

Chris

Re: External IP address eero 6

TC134 — Wed, 21 Feb 2024 12:44:37 GMT

Hi Chris

Ive tried a few seperate devices bypassing the eero and still wont connect, says failed to get IP address, I have 3 solid green lights on the ONT

Many Thanks for trying to help, its driving me bonkers (well mostly the kids moaning they cant download games lol)

Re: External IP address eero 6

KeithFrench — Wed, 21 Feb 2024 13:07:26 GMT

This forum is not a good place to judge how reliable an installation service or ongoing issues are. That is because you only hear of failures, not the far greater number of people who have had no issues at all. They never post on here, only the people with problems do. Hopefully, @Chris-TalkTalk will get this sorted for you.

Re: External IP address eero 6

TC134 — Wed, 21 Feb 2024 13:24:47 GMT

Hi Keith

No I absolutely understand, Im sure theres lots more people not having having any issues. Im hopeful that it will get fixed 🙏

Re: External IP address eero 6

Chris-TalkTalk — Wed, 21 Feb 2024 13:43:34 GMT

It's actually showing on our system that an IP address has been issued. Not sure if you've tried this but could you switch the ONT off and leave it off for 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: External IP address eero 6

TC134 — Wed, 21 Feb 2024 13:48:17 GMT

Hi Chris

Ive tried this a few times, will try it once im back home and update.

Re: External IP address eero 6

Chris-TalkTalk — Wed, 21 Feb 2024 13:52:40 GMT

OK thanks 🙂

Re: External IP address eero 6

TC134 — Wed, 21 Feb 2024 18:23:47 GMT

Hi Chris

Unplugged the ONT and no joy, tried the other eero as well still comes up with the ip address error also tried plugging ethernet into the ps5 and it still says it couldn't get IP address, its timing out

Re: External IP address eero 6

TC134 — Wed, 21 Feb 2024 18:31:35 GMT

Ive added the screenshot

Re: External IP address eero 6

Chris-TalkTalk — Thu, 22 Feb 2024 07:58:43 GMT

Thanks. It's really strange, it's showing everything OK at our end and IP address issued. Could you post a photo of the ONT if possible

Thanks

Chris

Re: External IP address eero 6

TC134 — Thu, 22 Feb 2024 10:45:39 GMT

Hi Chris

Yes of course

Re: External IP address eero 6

Chris-TalkTalk — Thu, 22 Feb 2024 14:37:32 GMT

Thanks. I'll pass this over to our Future Fibre team and ask them to take a look. We'll let you know when we receive an update or they may contact you directly

Chris

Re: External IP address eero 6

TC134 — Thu, 22 Feb 2024 14:58:12 GMT

Thank Chris. Really appreciate your help

Re: External IP address eero 6

Chris-TalkTalk — Thu, 22 Feb 2024 15:10:39 GMT

No problem 🙂

Re: External IP address eero 6

Anonymous — Fri, 23 Feb 2024 11:09:22 GMT

Morning,

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

Thanks

Michelle