New Cityfibre Connection not working

[JaxGTX]

Hi, Cityfibre have just left after installing the new fibre drop and ONT.

All green lights on the ONT but the Eero 6 is not connecting to the ONT/Internet. It says that an IP address is not being assigned. Please could someone sort this, thanks.

My FTTP order number is in the private notes section of my community account. I don't yet have an actual Talktalk account. The last email from Talktalk was just confirming the installation date.

[JaxGTX]

Morning Michelle,

I've finally now had the Gone Live email from Talktalk, but the service has not in fact "Gone Live". Hopefully the fact that the system thinks I'm live will give the faults team something to go on.

Please keep pushing

[Michelle-TalkTalk]

Morning,

I've chased this for an update now.

Thanks

[JaxGTX]

@Michelle-TalkTalk  , @Chris-TalkTalk 

Any movement with my fibre issue?

[akelly0609]

Absolutely. One of my kids tablets is the only device in the house that "finds" the Eero without having to type in the serial so that's what I've been using. 

Bizarre process and we're having serious second thoughts on choosing talktalk. Actually called last night to cancel before our cooling off period finished and got talked into giving them one last try to resolve the issue. Still had no contact from the faults team since Friday besides one voicemail message.  

[JaxGTX]

Yes, 14 days just to get an account number is absurd. It can't be a new problem with so many people having the same issue. Luckily I haven't yet canceled my FTTC service so have something to fall back on.

It's made worse by the fact that the Eero almost never connects to the app via bluetooth and I have to input the serial number every time. If I could get in to the Eero via ethernet to my laptop and save the settings in there it would have been so much simpler than reentering everything each time I check it's working or not. As I said earlier, enormously frustrating.

[akelly0609]

Interesting that Chris says it can take up to 14 days to resolve. I was told on the phone by talk talk "Advanced Technical Team" that my issue should be resolved within a few hours now that it has been escalated to City Fibre.

But that was last night and I'm still exactly where I was 9 days ago. No progress at all, just going round in circles.

[Michelle-TalkTalk]

Hello,

I've asked the team now for an update on this. Apologies for the delay.

Thanks

[JaxGTX]

Hi,

Any news on this?

The person in this thread with the same issue https://community.talktalk.co.uk/t5/Fibre/New-Fibre150-installation-Eero-6-won-t-pair/td-p/2950030 has been told it's a Cityfibre issue. Is it the same for my fault?

I've heard nothing from anyone yet. If this goes on for much longer I'll have to cancel the order as it's very frustrating

[Chris-TalkTalk]

I'm sorry it's just an issue that we currently have with City Fibre circuits unfortunately. It can take up to 14 days but it usually sooner

Chris

[JaxGTX]

Hi Chris,

I don't have any details to even try to log into my account. I've never joined any ISP in 20 years where the account details haven't been sent before the service goes live, let alone up to 14 days afterwards

[Chris-TalkTalk]

Hi JaxGTX,

It's been picked up by our Future Fibre team, I'll let you know when I receive an update or they may contact you directly 

It's normal that you can't log into my account initially, it can take up to 14 days to be able to do this, apologies for any inconvenience

Chris

[JaxGTX]

Hi Chris,

Any news from the Future Fibre team? I've heard nothing yet. I've tried connecting again this morning, also direct fromt the ONT to a laptop with no success.

I'm concerned that I've not had a gone live email from Talktalk, or any details allowing me to log into a Talktalk account please can you chase that up aswell?

These 3 threads, and others all have the lack of WAN IP Address assignment as a common feature so evidently something in your systems is amiss:

https://community.talktalk.co.uk/t5/Future-Fibre/New-CityFibre-full-fibre-installation-no-WAN-IP-add...

https://community.talktalk.co.uk/t5/Fibre/Issue-with-eeros-and-Wan-IP-Address/m-p/2951212#M375304

https://community.talktalk.co.uk/t5/Fibre/New-Fibre150-installation-Eero-6-won-t-pair/m-p/2951071#M3...

[Chris-TalkTalk]

Hi JaxGTX,

Thanks for trying that. I'll pass it over to our Future Fibre team and ask them to take a look

Chris

[JaxGTX]

Hi Chris, I left both ONT and Eero off for longer than 30 minutes, but sadly still no good.

Plugging a laptop into the ONT also didn't work.

I see I'm not the only one with this problem https://community.talktalk.co.uk/t5/Fibre/New-Fibre150-installation-Eero-6-won-t-pair/m-p/2951041#M3...

Like the person on that thread I also don't have a Talktalk account yet, so I suspect something's screwy at Talktalk's end.

Please advise

[Chris-TalkTalk]

OK thanks, the order looks to be complete. Could you try switching the ONT and eero off for 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[JaxGTX]

Hi Chris,

I have added my addres as requested

[Chris-TalkTalk]

Hi JaxGTX,

Can you add your address to the private notes section of your community profile and we'll take a look at this for you

Chris

[KeithFrench]

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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.