topic Re: WAN IP ADDRESS FAILURE ON EERO SET UP in Full Fibre

WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Sat, 23 Mar 2024 19:50:49 GMT

Same problem as everyone else with same subject.

Countless conversations on chat and some phone. Repeated diagnostics, Openreach sent to resolve, claims (texts/emails) to have resolved but same issue in the app failing at the wan ip address.

Any actual help would really be appreciated…

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

KeithFrench — Sun, 24 Mar 2024 15:09:48 GMT

Thank you for creating your own thread @LiamG7.

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: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Sun, 24 Mar 2024 15:34:55 GMT

Thanks very much!

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Anonymous — Mon, 25 Mar 2024 08:23:19 GMT

Hi Liam,

Could you also add your Account Number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 09:08:41 GMT

Added now alongside the phone number.

Thanks!

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 09:21:06 GMT

Just to add some further detail... i know my equipment is fine as set it up the night before activation (Thu 21st) and had wit working fine with my old provider.

I'm hoping i'm another case where the Manchester team either amend something on the account and it gets me up and running or, Openreach use the ONT serial number and rebuild the line/transfer ownership.

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Anonymous — Mon, 25 Mar 2024 09:24:31 GMT

Hi Liam,

Thank you. I've passed this over to our Faults Escalation Team now and I will post back as soon as I receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 09:28:35 GMT

Amazing! Thanks very much for passing on!

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Anonymous — Mon, 25 Mar 2024 09:31:18 GMT

Hi Liam,

No problem, I'll keep you updated.

Michelle

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 11:04:43 GMT

Just out of interest... is there any value in me trying to speak to anyone on the phone?

Or not necessary where it's been passed on to the fault escalation team?

It'd just be good to have some assurances that work to fix is underway and maybe even some rough timeframes.

Personal hotspot is not ideal and really hindering ability to work. Plus smart heating system is not so smart with mobile connection and a cold house is not great for the poorly kids currently at home.

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Anonymous — Mon, 25 Mar 2024 11:12:40 GMT

Hi Liam,

I've messaged the team again and they advised that one of my colleagues is looking at this now.

Thanks

Michelle

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 11:57:34 GMT

Thanks for chasing this morning Michelle.

I've had a call from someone, i think/hope it was the escalation team, although i'm still unconvinced on the fix.

I have to be sent a new eero because i set it up ahead of time.

I don't understand why this would have any bearing on when the talktv box or my laptop is plugged directly into the ONT though?

Or, why no hard resets on any of the multiple routers in my house wouldn't suffice in getting a connection up and running...

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Anonymous — Mon, 25 Mar 2024 12:00:45 GMT

Hi Liam,

My colleague has also just contacted me too. I'll check back in with you on Wednesday to see how you're getting on.

Michelle

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 12:06:45 GMT

OK, can you clarify this point has been checked perhaps, as i'm not sure i got it across correctly on the phone:

"an Engineer is required for both a FTTP installation or FTTP ISP switch. The line has to be “rebuilt” for transfer of ownership using the Serial Number of the ONT at the property. This was a 5/10 minute job "

I don't see how this point could have been addressed/confirmed as I've had no contact with Openreach (although i was told i would hear from them).

I did stress that i don't want to receive replacement hardware, only to find a point like the above was missed.

I took the detail from the solved post below:

https://community.talktalk.co.uk/t5/Full-Fibre/WAN-IP-address/m-p/2963471

They also seemed to confirm that they'd checked my profile was configured correctly as per the below fix for others users:

https://community.talktalk.co.uk/t5/Full-Fibre/New-CityFibre-full-fibre-installation-no-WAN-IP-address/m-p/2951202

Liam

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 12:14:53 GMT

Presume, i can ignore the reference on the email to a one-off charge of £129! There was no mention of this on the call?!

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Anonymous — Mon, 25 Mar 2024 12:22:33 GMT

Hi Liam,

The profile change issue would only apply for CityFibre connections. My colleague thinks the replacement eero should resolve this particular issue. I'm not sure what you mean by the £129 charge?

Thanks

Michelle

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 12:39:25 GMT

Sorry, following the call i've received an email from talktalk customer service and it details the replacement and a one-off charge cost of £129.

Understood on the City FIbre point, fair enough but what about the point re: the ONT serial number? And the lack of contact from Openreach and the lack of internet when plugged into the ONT?

This is what i see via ipconfig when plugged directly into my laptop...

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

Chris-TalkTalk — Mon, 25 Mar 2024 12:58:51 GMT

Hi Liam,

Just ignore the email about the charge, it's automatically sent when we order a replacement eero but you won't be charged

Even if you haven't got an internet connection with a device connected directly to the ONT, it doesn't mean that the replacement eero won't work too

Chris

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 13:06:08 GMT

Thanks re: the email, will ignore.

Hopefully replacement will do the job then but others had replacement routers arrive only to still be in same position of it still not working.

I'd have more confidence if it was an explanation for the direct connection to the ONT and how the replacement eero will resolve things instead, as i'm not clear as things stand...

Also, if someone confirmed why I didn't need to worry about the ONT serial number/line rebuild solution (or why this solution isn't applicable)...

Re: WAN IP ADDRESS FAILURE ON EERO SET UP

LiamG7 — Mon, 25 Mar 2024 14:01:45 GMT

I forgot to add at the start today my complaint reference: CMP-639055.

Can i be assured that like the below, i'm not going to find an engineer visit will still be needed after the replacement equipment arrives...

https://community.talktalk.co.uk/t5/Full-Fibre/NO-INTERNET-EERO-APP-SETUP-FAILS-ON-WAN-IP-ADDRESS/m-p/3031159#M25831

What happened in the above case seems in-line with the information i was given Saturday afternoon (and the lack of connection direct from ONT).