Cannot connect to internet due to WAN IP address

[TanveerAhmed]

Hello,

On Thursday the internet in my home stopped working, I initially assumed there was an internet service outrage due to poor weather and believed the issue would sort its self out within a few hours. 

Since then the internet hasn’t been working. Ive tried taken the plugs out the router for an hour, restarted the router, etc but no fix. Online I saw that if you disconnect from the eero on your account and reconnect, the issue would be resolved but no such luck. 

when I try to reconnect through the app, I get told the eero pro 6 cannot reach the internet and there is an exclamation mark next to WAN IP address. 

i have called talktalk and used the online chat service and after being transfered multiple times in 2 hours, the representatives were unable to provide a solution. 

It has been over two days since I’ve had internet now, which is really inconvenient as the family need it to do their university and  Alevel assignments. This seems to be a common problem so I hope theres a solution to this 

thanks

[Chris-TalkTalk]

Thanks. Was your Future Fibre service installed by City FIbre or Openreach?

Chris

[TanveerAhmed]

Hi Chris

All four green lights are on

[Chris-TalkTalk]

Hi TanveerAhmed,

Could you just tell me which lights are on, on the ONT

Chris

[TanveerAhmed]

Hi Keith

thank you so much

[KeithFrench]

This sounds like an authentication problem. 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.