topic Eero 6 cannot connect to external IP address in Full Fibre

Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 10:32:40 GMT

My service went live today and I have tried to setup the eero 6 but it cannot connect to the internet. I have reset everything several times and have gone through live chat etc but the eero cannot find the external IP address

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 10:47:44 GMT

Hi Bird91,

Welcome to the Community. I'm sorry to hear that you're experiencing problems with your service. Can you please update your community profile to include your:

Name
TalkTalk home telephone number or 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

Chris

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 10:51:18 GMT

Hello Chris,

Thank you for replying so quickly I have updated the information via the link as requested 🙂

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 11:01:20 GMT

Thanks for that. The order appears to be complete. Which lights are on, on the ONT?

Chris

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 11:04:47 GMT

Solid green on power and Lan flashing green PON and no light LOS

The eero has flashing blue lights incase thats important

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 11:06:34 GMT

OK thanks. Could I just ask, what did the installation engineer say?

Chris

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 11:10:25 GMT

I didnt have one enter the premises, the broadband has been switched over from bt so I assume they only had to to the external connections to switch the line as ONT was already installed and working

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 11:38:21 GMT

OK, so the service was working yesterday with BT but you've had no service so far today?

Chris

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 11:40:17 GMT

That is correct.

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 11:46:25 GMT

Thanks. I think the issue is that although the order has completed on Openreach systems it's not completed fully on ours. In the last few minutes the connection is showing on one of our systems, it wasn't a few minutes ago. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and try connecting the eero again. Please let us know how you get on

Chris

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 12:23:46 GMT

Hello Chris

I unplugged both the ONT and eero for the half hour and have rebooted them and am still getting the same issue 😕

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 12:28:40 GMT

I have tried plugging straight from my ont into the laptop via ethernet and it is showing as an unidentified network with no internet

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 13:09:45 GMT

Thanks for trying that. I think it may just be that everything has completed at our side yet. If we could give it an hour and if it's then still not working I'll ask our Future Fibre team to take a look

Chris

Re: Eero 6 cannot connect to external IP address

Bird91 — Thu, 21 Mar 2024 14:33:37 GMT

Hello,

Plugged everything back in and still having the same issue

Re: Eero 6 cannot connect to external IP address

Chris-TalkTalk — Thu, 21 Mar 2024 14:53:44 GMT

OK. I'll pass this over to our Future Fibre team and ask them to take a look.

Chris