Eero router won't connect to internet

[Hello247]

Hi all, I had full fibre fitted on monday and given an eero router. None of our devices can connect to it. I'm desperate to get the internet back as my son has autism and need it for communication. Any ideas?

[Hello247]

Its flashing red

[Chris-TalkTalk]

Thanks, what colour is the light on the router?

Chris

[Hello247]

No I didn't at first but have since and now the LAN light is on

[Chris-TalkTalk]

OK thanks, did you plug the Ethernet cable into the WAN port of the router (not one of the LAN ports)?

Chris

[Hello247]

All it says is divice version DG804W-2.T5

TALK TALK product

[Chris-TalkTalk]

What make and model is your previous router?

Chris

[Hello247]

I've only got my previous router that the ethernet cable will fit into. Just tried that. Just has Pon and power light on now.

[Chris-TalkTalk]

OK thanks. Could you try connecting a device directly to the ONT with and Ethernet cable, bypassing the eero, and check to see if you can then connect to the Internet 

Chris

[Hello247]

Lan, pon and power

[Chris-TalkTalk]

OK thanks. I can see that you are on an Openreach circuit, could you just tell me which lights are on, on the ONT?

Chris

[Hello247]

I have updated my profile contacts etc

[Chris-TalkTalk]

Hi Hello247,

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

Chris

[KeithFrench]

I had the same problem on my CityFibre connection as this & the TalkTalk forum staff here sorted it out very quickly. If it turns out to be caused by something else, they will get it sorted.

[Hello247]

Thank you 😊 Feel like no one is helping me to sort this.

[KeithFrench]

If your full fibre is provided by CityFibre, then you might need a profile change. 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.