topic Re: Eero 6 cannot obtain ip address in Full Fibre

Eero 6 cannot obtain ip address

jmcixx — Tue, 20 Aug 2024 17:53:56 GMT

Hi,

I am currently using the wifi hub for fibre 150 (over City Fibre). I was sent an Eero 6 by Talktalk today however despite trying several times I cannot get past the set-up stage when the Eero is obtaining an ip address. When I re-connect the wifi hub it works fine.

Has anyone found a work around for this or any talktalk staff able to change any necessary settings to enable the Eero to connect to the network?

Also, as the Eero does not have a phone port, could someone advise how I get the digital voice app please?

Cheers

Jim

Re: Eero 6 cannot obtain ip address

KeithFrench — Tue, 20 Aug 2024 21:10:28 GMT

This is possibly a profile that needs changing if you are on CityFibre. 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: Eero 6 cannot obtain ip address

jmcixx — Wed, 21 Aug 2024 07:03:26 GMT

Many thanks Keith.

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Wed, 21 Aug 2024 10:13:22 GMT

your on the wrong profile for the eero, just want to check with you, it's ok to change this now, as this will knock you off line and you will then need to connect up the eero as the Wi-Fi Hub 2 will not work on the other profile.

Thanks

Karl.

Re: Eero 6 cannot obtain ip address

jmcixx — Wed, 21 Aug 2024 10:55:34 GMT

Thanks Karl. I am on work calls until 3pm - is it possible to do it after that?

Could you also point me towards the digital voice app please?

Thanks

Jim

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Wed, 21 Aug 2024 10:59:49 GMT

The TalkTalk digital Voice app is available in the google Play Store and IOS Store.

Karl.

Re: Eero 6 cannot obtain ip address

jmcixx — Wed, 21 Aug 2024 11:24:20 GMT

Thanks. I had read somewhere that I needed to be invited to download it - perhaps out of date info.

Unfortunately, I cannot log in to the app - saying my login credentials are wrong. I've triple checked this - but still no joy. I can log into the TT website no problem and have changed the pwd via the website. Still no joy. I used the app to try to reset my pwd but it did not send the link to my email address.

Can you confirm that the app uses the same credentials as the website?

Thanks again,

Jim

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Wed, 21 Aug 2024 11:27:27 GMT

have you used the app previously. I do know that the Digital voice app is not available to new customers, and will soon be phased out.

Thanks

Karl.

Re: Eero 6 cannot obtain ip address

jmcixx — Wed, 21 Aug 2024 11:37:27 GMT

No - this is the first time.

Is there an alternative way of retaining my landline number (as there is with the Hub)?

Thanks

Jim

Re: Eero 6 cannot obtain ip address

KeithFrench — Wed, 21 Aug 2024 12:17:14 GMT

Yes, you just have a Granstream DVA, that takes a standard landline phone & converts it to Ethernet to plug into the eero.

Re: Eero 6 cannot obtain ip address

jmcixx — Wed, 21 Aug 2024 15:45:28 GMT

Hi Karl,

we are ready to switch to the eero whenever you are ready to update the profile.

thanks

Jim

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Thu, 22 Aug 2024 07:18:54 GMT

A profile change request has been submitted.

Thanks

Karl.

Re: Eero 6 cannot obtain ip address

jmcixx — Thu, 22 Aug 2024 07:57:23 GMT

Hi Keith,

Do you know when this will be implemented? I was hoping it would have been done after 3 yesterday. I need to plan this in with my working day as I rely on broadband to WFH.

Thanks

Jim

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Thu, 22 Aug 2024 07:59:15 GMT

The profile has been changed over now.

Usually only takes 5 minutes

Thanks

Karl.

Re: Eero 6 cannot obtain ip address

jmcixx — Thu, 22 Aug 2024 08:02:26 GMT

Ah - ok. Thanks. The hub is still working so I will swap onto the Eero later and report back.

Thanks

Jim

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Thu, 22 Aug 2024 08:05:52 GMT

OK, No Problem 🙂

Karl

Re: Eero 6 cannot obtain ip address

KeithFrench — Thu, 22 Aug 2024 10:47:05 GMT

Hi @jmcixx

You will probably find that both the eero & the hub will work on the new profile. The original profile is needed to support hubs with older firmware on them.

Re: Eero 6 cannot obtain ip address

jmcixx — Thu, 22 Aug 2024 13:30:22 GMT

Thank you @KeithFrench and @Karl-TalkTalk . All working fine now although I can no longer use my landline phone which is a shame (I need the other Eero port for my powerline adaptors).

On the plus side, coverage is slightly better than the Wifi Hub 2 therefore I have been able to turn off one of my powerline adaptors.

Thanks again.

Cheers

Jim

Re: Eero 6 cannot obtain ip address

Karl-TalkTalk — Thu, 22 Aug 2024 13:31:57 GMT

You're Welcome 🙂

Regards

Karl

Re: Eero 6 cannot obtain ip address

KeithFrench — Thu, 22 Aug 2024 13:58:34 GMT

Did you order Digital Voice & were you supplied a Grandstream ATA for it?