NEW CITYFIBRE FULL FIBRE INSTALLATION - NO WAN IP ADDRESS ALLOCATED

[Joshcole]

Hi,

CityFibre installed a full fibre connection on 13/02/2022.  They left after plugging in the router and the ONT showed 3 green lights, only one not being on was alarm

Although the ONT shows 3 green lights the ethernet connection does not have a WAN IP address allocated.  

I have tried connecting my laptop directly into my ONT and nothing. 

I can see it’s a common occurrence on the threads and many have suggested it’s on talk talks side because their package is set to ADSL rather than fibre? I’m not very tech savvy and this is stressing me out especially around Christmas. 

[Chris-TalkTalk]

Hi Josh,

I'll chase this up with our Future Fibre team, apologies for the delay. (You are on the correct profile so that's not the issue)

Chris

[Joshcole]

Does anyone even look at this thread anymore because it was passed onto ‘the team’ or am I wasting my time trying on here

[Joshcole]

An update on this issue

installation date was 19/12/23, still no internet and I’m no closer. 
Cityfibre sent an engineer to help and he confirmed everything they have done is correct and all his readings on the ONT box are what they should be. 
I rang the TT technical team (for the 10th time) and they said the Eero 6 was wrong for my package even though the package advertised it with the eero 6. So she arranged a new black talk talk router and no bodies surprise that also couldn’t find a WAN IP address.

is evident that the issue isn’t the ONT box or the router so it’s something on talk talks side.

day 15, no internet and no answers, very close to cancelling altogether and going elsewhere

[Gliwmaeden2]

@Joshcole, please follow up on this thread. 

You've started a duplicate thread, which will be moved out of the way. 

Staff will come back to this one - they resume normal hours this week, Tuesday to Friday. 

[Gliwmaeden2]

@Joshcole, full staffing doesn't resume until January 2nd, and Chris isn't here today.

I'll re-escalate this thread in case other staff have any further news.

After c 4pm, they won't be on here, though, so yesterday's later post wouldn't have been picked up by Chris-talktalk.

[Joshcole]

Hello?

is anybody going to respond in anyway? Completely in the dark and no one seems to be able to help, keep being told I’ll be contacted and nothings happening 

[Joshcole]

Any other advice/help in regards to my

last response? As I was told previous they’d be in touch today and haven’t 

[Joshcole]

Hi Chris, looking through other people’s situations similar I noticed you solved a similar issue with someone else,

Could this be the same resolve?

[Chris-TalkTalk]

OK thanks, I'll pass this over to our Future Fibre team and ask them to take a look. We'll let you know when we receive an update or they may contact you directly

Chris

[Joshcole]

Eero 6, I’ve had 2 of them and both saying they cannot find a WAN IP address 

[Chris-TalkTalk]

Hi Josh

Which router do you have?

Chris

[Joshcole]

I have updated this information, the original post was wrong, it was installed on 19/12/23 

I copied and pasted someone else’s post because the issue was the same

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. 

Can you please update your community profile to include your:

• Name
• Telephone 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

[Joshcole]

Unfortunately not, since I have had a city fibre team out to my house and they have confirmed everything on their end is working as should be, I’ve also contacted ‘eero’ and they also confirmed everything is good on their end. The technical team were very stumped by this and said another team will be in touch with me but was very vague as to when/ how

day 8 without internet now and still none the wiser

[Michelle-TalkTalk]

Hi Josh,

I'm sorry for the delay. Did you manage to get in touch with our Faults Team since your last post?

Thanks

Michelle

[Gliwmaeden2]

@Joshcole, you'll have to contact Talktalk directly about this - forum staff will not be back fully till after New Year, and none at all this week before Wednesday. 

So use Chat / phone support. 

Note the Xmas opening hours for them too, at the bottom of this information page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529