NO External IP ADDRESS - CITYFIBRE INSTALLATION

[FraserMD]

Hello,

Please can someone help with my full fibre installation.

The city fibre engineers came out today and connected my modem and EERO Pro 6 router however when attempting to connect I get the repeated response of there being no External IP address to connect to.

I have spent hours on the phone today with your colleagues who have not been able to help me, however looking through similar topics it seems your team here have been able to find a fix.

I hope you can help me with mine,

Thanks,

Fraser

[Chris-TalkTalk]

That's great news Fraser, thanks for letting me know 🙂

Chris

[FraserMD]

Great Chris thanks for your help! That's it up and running now.

[Chris-TalkTalk]

Hi Fraser,

I've received an update from City Fibre, they say the issue should now be resolved so could you please retest and let me know if you can now connect

Chris

[Chris-TalkTalk]

Thanks. I've found it now, I'll ask City Fibre to take a look 

Chris

[FraserMD]

On the email it recorded my flat number (x / x) as (day / month), maybe that is the issue

[FraserMD]

Chris,

Yes that's definitely my address and the correlated order number I was given. City fibre came out yesterday morning at 8.30am to install.

Fraser

[Chris-TalkTalk]

Thanks, I've tried that number, it's not coming up with anything. I can usually find the account with the address but not in this case - could you just confirm that the address that you've entered is definitely correct 

Chris

[FraserMD]

Thanks Chris order number added now.

Fraser

[Chris-TalkTalk]

Thanks. Do you have an order number, if you do could you add it to t he private notes section of your community profile (sorry, I'm having problems finding your account)

Chris

[FraserMD]

Hi Chris,

New customer moving from virgin thanks.

[Chris-TalkTalk]

OK thanks. Are you an existing TalkTalk customer upgrading or a new customer moving from another provider?

Chris

[FraserMD]

Thanks Chris,

Yes I am.

Fraser

[Chris-TalkTalk]

Thanks for that, can I just ask, are you the account holder?

Chris

[FraserMD]

Thanks Chris,

That's it updated. Can you please follow up on this as a priority today I cannot work without internet and my old provider contract has ended.

Best,

Fraser

[Chris-TalkTalk]

OK thanks for trying, could you add your address to the private notes section of your community profile and I'll log it over to City Fibre

Chris

[FraserMD]

Morning Chris,

Thanks for getting back to me.

Had no luck with either of those options, the same error relating to the external IP address is arising.

Fraser 

[Chris-TalkTalk]

Hi Fraser,

I'm sorry to hear that you're experiencing problems with your service. Could you switch the ONT off for 30 minutes then switch back on and retest. If then still not working can you try connecting a device directly to the ONT with an Ethernet cable - please let us know how you get on

Chris