topic Re: Eero Pro 6 can't reach the internet after installation in Full Fibre

Eero Pro 6 can't reach the internet after installation

domo_jai — Wed, 21 Aug 2024 19:32:27 GMT

I have got my Full Fibre installed today 21/8/2021, there are 3 green lights on power, PON and LAN. However, when I try to setup the eero, it said your eero pro6 can't reach the internet. I have tried the to set up the second eero as gateway and tried alternative LAN cable, but issue persist. I would like to know what's the root cause of the issue and need to get it fixed. Thank you.

Re: Eero Pro 6 can't reach the internet after installation

Karl-TalkTalk — Thu, 22 Aug 2024 07:29:13 GMT

Can you tell me what lights are on at the ONT, The Box at the wall that you connect to.

Thanks

Karl.

Re: Eero Pro 6 can't reach the internet after installation

domo_jai — Thu, 22 Aug 2024 11:23:45 GMT

Hi Karl,

As stated on the post, Green lights on power, PON and LAN respectively. The eero pro router is on solid blue. Cheers.

Re: Eero Pro 6 can't reach the internet after installation

Karl-TalkTalk — Thu, 22 Aug 2024 12:00:58 GMT

Ok, just wanted to double check as a test was not detecting the ONT as on.

I've emailed our Network teams to take a look at this.

Thanks

Karl.

Re: Eero Pro 6 can't reach the internet after installation

domo_jai — Thu, 22 Aug 2024 12:48:09 GMT

Hi Karl

Thank you for your reply.

I will try to reboot the ONT tonight after my work, I am not sure if there is any authentication/ configuration issue.

Re: Eero Pro 6 can't reach the internet after installation

Karl-TalkTalk — Thu, 22 Aug 2024 12:50:12 GMT

No Problem 🙂

I'll see what our network teams come back with.

Karl

Re: Eero Pro 6 can't reach the internet after installation

domo_jai — Thu, 22 Aug 2024 16:37:31 GMT

Hi Karl,

I have tried to reboot the ONT, three green lights are on but still can’t setup eero. I have also tried to connect my laptop to ONT port 1 directly, there is no internet connection.

Re: Eero Pro 6 can't reach the internet after installation

domo_jai — Thu, 22 Aug 2024 17:55:25 GMT

I think the situation is similar to this post, it could be my Openreach account/ profile has incomplete detail, hence no ip address received.

https://community.talktalk.co.uk/t5/Fibre/Fibre-not-working-since-installation/td-p/2967513

I have attached the ONT and eero photos:

Re: Eero Pro 6 can't reach the internet after installation

Karl-TalkTalk — Fri, 23 Aug 2024 06:46:33 GMT

One of our Network Teams has been assigned to this case and are now investigating.

Karl.

Re: Eero Pro 6 can't reach the internet after installation

domo_jai — Wed, 28 Aug 2024 18:58:39 GMT

Hi Karl,

Can I confirm if there is any update from network team please?

Re: Eero Pro 6 can't reach the internet after installation

Chris-TalkTalk — Thu, 29 Aug 2024 06:40:22 GMT

Hi domo_Jai,

It's currently been assigned to one of our Network team, we'll let you know when we receive any further updates or they may contact your directly

Chris