topic Re: MY EERO PRO 6 CAN'T REACH THE Internet in Full Fibre

MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Fri, 19 Jul 2024 21:57:29 GMT

Had fibre installed, all 3 green lights on the box. I've created an account online and linked my account number but through the setup on the android app it just won't connect / find the IP address.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Fri, 19 Jul 2024 22:37:15 GMT

Just to add, CityFibre came to install the line about a week ago. I've just come back from holiday and it can't find the IP address at all.

Reset the ONT a few times, let it rest for 20 mins, tried the same with the router, still no connection.

I've added all my information such as account number to my profile now etc as per previous threads i've been looking through.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

ferguson — Fri, 19 Jul 2024 22:40:54 GMT

Where did you get the eero from? Dit you not get a TalkTalk Hub as part of your City Fibre installation?

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Sat, 20 Jul 2024 07:13:17 GMT

The eero unit came through the post from Talktalk a few days after the installation took place, it was late.

I've not got a talktalk hub, I'm connecting the eero directly to the ont directly with the rj45 cable that came with the eero.

It's a fttp, I wouldn't thought it would need a seperate hub?

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Sat, 20 Jul 2024 07:14:31 GMT

this is what I get, just added to my previous reply this morning.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Gliwmaeden2 — Sat, 20 Jul 2024 08:22:16 GMT

Staff will respond after the weekend, @Jinkz.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Sat, 20 Jul 2024 09:37:00 GMT

It looks as though there is a fault with the line, they've organised and engineer to come out on Monday.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

KeithFrench — Sat, 20 Jul 2024 12:34:52 GMT

@Jinkz

This is most likely not a fault at all, but you are on the wrong profile. CityFibre lines require a particular profile, otherwise an eero will not work, I had the same problem myself.

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: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Sat, 20 Jul 2024 13:16:41 GMT

Many thanks for looking into it.

There's an engineer turning up today, I think he happened to be around said he'd come and investigate.

I'd signed in with my amazon profile first and that wasn't working, so I created a talktalk profile and added my customer number etc to my profile and personal details and still have the same issue that it can't find an IP address. I was under the impression these were mostly plug and play units.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Sat, 20 Jul 2024 13:41:24 GMT

Update - Correct, engineer has been the line is fine. Been on the phone with eero support also and tried the usual including plugging a laptop directly into the ont and they've said it's a profile at talktalk more than likely as there's no data out.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

KeithFrench — Sat, 20 Jul 2024 14:08:46 GMT

Yep, that is what I suspected, as I said that is what happened to me. I have escalated this over to TalkTalk so hopefully they might pick this up on Monday. It is potentially a very quick thing for them to sort out on the forum. You could try the service centre of course.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Sat, 20 Jul 2024 15:05:47 GMT

I wish I hadn't tried the service team, I was on the phone for an hour and 20 mins going through the same basic steps.. I even had to explain what an IP address is to the lady. We called it a day in the end.

Thanks again for escalating it. I do now believe it's a profile issue.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Chris-TalkTalk — Mon, 22 Jul 2024 09:26:38 GMT

Hi Jinkz,

Are you still unable to connect? (I've checked and you are on the correct profile)

Chris

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Mon, 22 Jul 2024 09:29:53 GMT

Morning Chris,

I'm at home today so i've got plenty of time if you want to test anything out but it still can't get an IP address externally when going through the setup on the app.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Mon, 22 Jul 2024 10:38:26 GMT

Hi Chris,

Just a thought - I went through my emails and go the email that says 'welcome' then 'setup' but no email about the 'go live' part.

Is my account live? I found this in a previous thread from someone else "Think the provisioning team must have done something because I just got a text and email saying its live and I've managed to finally connect."

I never had those kind of texts or emails. It's over a week now (line installed on the 11th July) and I still have no service.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Chris-TalkTalk — Mon, 22 Jul 2024 11:03:07 GMT

Hi Jinkz,

Service is showing live. Could you switch the ONT off and leave it off for at least 30 minutes then switch back on and try to connect again. Please let us know how you get on

Chris

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Mon, 22 Jul 2024 11:09:42 GMT

Hi Chris,

I don't mind doing that again but unless something has been changed your end this won't work... I've done this multiple times over many days, half an hour, hour, more. There must be some kind of authentication issue. I didn't get those 'your account is live' emails etc.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Chris-TalkTalk — Mon, 22 Jul 2024 11:17:57 GMT

If you could try it again and it still doesn't work I'll pass it over to our Future Fibre team to take a look

Chris

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Jinkz — Mon, 22 Jul 2024 12:02:36 GMT

Hi Chris,

Gave it nearly an hour with the ONT switched off. Turned it back on, waited 10 mins, cycled the eero, tried to connect a few times and still can't obtain an IP address.

Re: MY EERO PRO 6 CAN'T REACH THE Internet

Chris-TalkTalk — Mon, 22 Jul 2024 12:11:19 GMT

Thanks for trying that. I'll pass this over to our future fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris