topic Re: Eero 6 no ip address in Full Fibre

Eero 6 no ip address

Shadds1 — Wed, 18 Dec 2024 11:43:39 GMT

Talk talk switched off my copper to 'upgrade' to fibre with eero6 3 days on hold being lied to / fobbed off .. The old turn your eero for 20 mins thing.. of course after thst it doesn't work and you have to go through the while process again. How may times have I been asked to reboot the eero and make sure the cable is in. ..crazy.. my stress levels they won't even take the advice on these help pages..

Re: Eero 6 no ip address

Anonymous — Wed, 18 Dec 2024 11:46:32 GMT

Good morning,

I'm really sorry to hear this. What lights are currently on the ONT box please?

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: Eero 6 no ip address

Shadds1 — Thu, 19 Dec 2024 09:48:31 GMT

Hi all 4 green lights ate on the ont.. I see many customers have the same problem. Please help.. even have a talk talk engineer at my house who is getting nowhere. I honestly don't know what to do..

Re: Eero 6 no ip address

Shadds1 — Thu, 19 Dec 2024 10:12:08 GMT

Talk Talk ... please can someone help.. we have had an engineer visit our house who confirms there is no issue here. If this cannot be fixed please ve honest and tell me this

Re: Eero 6 no ip address

Anonymous — Thu, 19 Dec 2024 10:41:14 GMT

Morning,

I'm sorry to hear this. I've escalated this straight over 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: Eero 6 no ip address

Shadds1 — Thu, 19 Dec 2024 10:56:23 GMT

Someone was supposed to call me back after the engineer visit. This has not happened.

Can I request please that you at least reconnect my copper line. To leave without any service and no resolution plan is simply not acceptable

Re: Eero 6 no ip address

Shadds1 — Thu, 19 Dec 2024 16:36:06 GMT

Talk Talk.. somebody from your customer care promised to call me to confirm an appointment time by city fibre tomorrow. Nobody has called me. Still no broadband service here and still a poor level of support _ again i dont know what to do, if its too much trouble i can go to another provider _ please be honest

Re: Eero 6 no ip address

Debbie-TalkTalk — Fri, 20 Dec 2024 09:23:21 GMT

Hi Shadds1

We have just received this update from our faults escalation team:

I tried to contact the customer but it rang once then straight to VM so the phone may be off – will give them another call later on in the day.

Re: Eero 6 no ip address

Shadds1 — Fri, 20 Dec 2024 09:29:37 GMT

Hi.. the phone rang I picked up and the call dropped. Nobody rang me back or left a VM. Still here third day off work waiting for an update or resolution plan. Nothing.

Re: Eero 6 no ip address

Debbie-TalkTalk — Fri, 20 Dec 2024 09:39:26 GMT

HI @Shadds1

Apologies for this.

I've just passed this message onto my colleague in the faults escalation team and asked them to make contact again ASAP.

Thanks

Re: Eero 6 no ip address

Shadds1 — Fri, 20 Dec 2024 10:12:59 GMT

Your customer rep person called, now it is assumed there is an issue with the erro modem, will take 3 days to deliver another one. No Internet till after Christmas at least. I doubt there is an issue with the eero _ this is clutching at straws. No attempt at creating a new routing profile. Honestly this level of service I didn't think can get worse. The only option for me is to wait for the new eero when that does not work I will go with Fusion or BT. Thanks a bunch Talk Talk

Re: Eero 6 no ip address

Shadds1 — Fri, 20 Dec 2024 16:42:15 GMT

So your customer care rep rells me its an eero issue as CityFibre have tested the line _ so you are ordering a new

Eero.. we all of course we know its not an eero issue _ even the engoneer that called to the house said it isnt. Then later in the day I get a phone call from customer care telling me that city Fibre haven't carried out any tests and you will phone me back today with an update. No update from yourselves.

You have finally broken me _ I really can't cope with this any longer. If no update tonight I am cancelling my talk talk contract tomorrow .

Re: Eero 6 no ip address

Chris-TalkTalk — Tue, 24 Dec 2024 07:31:22 GMT

I can see that you've received the new eero, have you had chance to test it?

Chris

Re: Eero 6 no ip address

Shadds1 — Tue, 24 Dec 2024 08:33:29 GMT

Hi _ we are away from home till late 26th. I will try this then. However I think even if it does work I will probably continue with my cancellation

Re: Eero 6 no ip address

Chris-TalkTalk — Tue, 24 Dec 2024 08:54:35 GMT

OK, I'm sorry to hear that you're thinking of leaving but I can understand your frustration.

Chris

Re: Eero 6 no ip address

Chris-TalkTalk — Tue, 24 Dec 2024 09:04:43 GMT

Could I just ask, did you test with the router that you had with your old service, before the upgrade?

Chris

Re: Eero 6 no ip address

Shadds1 — Tue, 24 Dec 2024 09:24:39 GMT

Hi yes I did, and it did not work. I told your tech support this. Some tech support so i will not work anyway, some tech support and customare care say it should work. This is one of the reasons I doubt its the eero6 router. So many of your customers with the same issue just look on your own help pages _ no outcome has been fixed with new home hardware.

Re: Eero 6 no ip address

Shadds1 — Thu, 26 Dec 2024 16:17:16 GMT

I tried the new eero6 _ of course it did not work, I can't remember how many times I have told you the issue is not the home hardware. Still no broadband supply to my house. Actually could not imagine a worse way of treating a long term customer. I really do not see any choice I have other than cancelling my contract. I will phone again in the morning to cancel please do the decent thing and honour my request this time. I have given you so many chances to redeem yourselves, you have failed miserably on every occasion

Re: Eero 6 no ip address

Shadds1 — Fri, 27 Dec 2024 09:49:12 GMT

TALK TALk _ i give up. Even cancelling my account is near impossible.

Please consider me as an ex loyal customer.

Re: Eero 6 no ip address

Gliwmaeden2 — Fri, 27 Dec 2024 10:00:08 GMT

Cancellation cannot be done through the forum, @Shadds1.

If you are moving to another company, you could try One Touch Switch, but the fundamental issue of why your connection is not working still needs to be addressed - in the end with the same engineering companies.

You'd also still need to discuss waiving early termination fees.

Usually compensation is sorted out only after an issue is resolved, ie with the same company.

One way or another you'd have to phone 03451 720088.

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Don't use Chat for this as, if you do leave, they still have to finish off the process with a phone call, which you might miss etc.