topic Re: No external IP on Eero router talktalk / cityfibre in Full Fibre

No external IP on Eero router talktalk / cityfibre

SimonRd — Wed, 05 Jun 2024 18:45:52 GMT

Hi,

i had fibre 900 installed yesterday - since then i still havent been able to connect to the internet

i have 4 lights on the ONT anda blinking blue light on Eero. when i try and connect i get an error saying no external IP

Thanks

Simon

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Thu, 06 Jun 2024 06:41:43 GMT

Hi Simon,

Can you please update your community profile to include your:

Name
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

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 08:39:47 GMT

hi, updated

FYI - my account is still showing my copper broadband info - not sure why but i have had fibre installed and have had emails saying its live

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Thu, 06 Jun 2024 08:47:20 GMT

Morning,

Thank you. I'm just looking into this for you now. Can I just confirm, has the engineer been back since the installation date?

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 08:56:57 GMT

yes - he came back yesterday

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Thu, 06 Jun 2024 09:08:38 GMT

Hello,

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

Thanks

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 10:22:16 GMT

Thank you 🙂

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 12:06:28 GMT

Any updates on this?

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Thu, 06 Jun 2024 12:12:16 GMT

Hi Simon,

Not as yet but the team did confirm that they would look into this so I'm hoping to know more soon.

Thanks

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 12:40:47 GMT

ok thanks

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 16:45:03 GMT

hi just wondering if there has been any updates since this was escalated 8 hours ago? i dont want to nag - but this has been going on for days now

Re: No external IP on Eero router talktalk / cityfibre

Gliwmaeden2 — Thu, 06 Jun 2024 16:47:34 GMT

Staff won't be on here this late in the afternoon, @SimonRd.

Check back during the day on Friday.

There won't be staff support over the weekend either.

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Thu, 06 Jun 2024 17:10:19 GMT

oh damn - thanks 😞 this really has been annoying

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Fri, 07 Jun 2024 05:14:30 GMT

Hi Simon,

I'm sorry for the delay. I've contacted the team again now and asked for an update on this fault.

Thanks

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Fri, 07 Jun 2024 10:28:48 GMT

Thank you

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Mon, 10 Jun 2024 06:53:10 GMT

Morning Simon,

I've received an update from the team to advise that the fault has been resolved. Is this correct, and is everything now working ok for you?

Thanks

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Mon, 10 Jun 2024 09:31:38 GMT

No nothing has changed

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Mon, 10 Jun 2024 09:40:09 GMT

Hi Simon,

I've escalated this straight back to the team now. Can I just confirm, has anyone called you from the Faults Team since I raised this over?

I'll post back as soon as the team reply to me.

Thanks

Michelle

Re: No external IP on Eero router talktalk / cityfibre

SimonRd — Mon, 10 Jun 2024 11:07:35 GMT

yes someone phoned on friday from talktalk and promised he would phone back the next day with an update but didnt.

Re: No external IP on Eero router talktalk / cityfibre

Anonymous — Mon, 10 Jun 2024 11:50:03 GMT

Hi Simon,

I'm really sorry. This has been re-escalated and I will let you know as soon as I have an update.

Michelle