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.

[Chris-TalkTalk]

Hi JaxGTX,

Glad to hear it's now working. The vast majority of upgrades go through fine but most of the issue that we do see are related to the initial setup, once the service is up and running it seems to be very reliable, but I can certainly understand your feeling. Apologies again for any inconvenience

Chris

[JaxGTX]

It is now working. I appreciate you making the effort Chris, but it's a shame this couldn't have happened 9 days ago. I will still be leaving as I don't want to be left in the lurch for this sort of length of time in the future, should there be a fault.

[Chris-TalkTalk]

OK thanks, I can see that you now have an internet connection. Is everything OK at your end?

Chris

[JaxGTX]

It's on

[Chris-TalkTalk]

Can you please power on the ONT and let me know when you've done this

Chris

[Chris-TalkTalk]

OK thanks. In the meantime I'll contacting City Fibre directly to see if there's anything we can do to get your service up and running

Chris

[JaxGTX]

Hi Chris,

I called Talktalk yesterday to cancel, although that whole process is odd. Apparently they can't just stop everything, it takes 7 days to get a confirmation email and 30 days to actually cease, during which time I will likely be charged one months's payment which I will have to claim back after. At least that's what I was told by the person on the phone.

[Chris-TalkTalk]

Hi JaxGTX,

I'm sorry to hear that you're thinking of leaving, if you need any further assistance please let us know

Chris

[JaxGTX]

Thank you ferguson. I'll call them in the morning

[ferguson]

Cancellations cannot be done here I'm afraid:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

[JaxGTX]

Hi Michelle,

No one called me today therefore I've decided that enough is enough.

Can you cancel my service please, with immediate effect. I must surely fall into the 14 day no quibble cancel period. If not then under the Great Connection Guarantee, as I'm definitely not satisfied with the connection, having recieved no internet.

If you can't cancel then please tell me what's the best way of going about it

Thanks

[JaxGTX]

Thanks, I'll look forward to it

[Michelle-TalkTalk]

Morning,

The team have replied and advised that they will contact you today.

Thanks

[Michelle-TalkTalk]

Morning,

I've contacted the team and fed this back and asked them to make contact with you ASAP.

Thanks

[JaxGTX]

Hi Michelle or whoever picks this up,

No change over the weekend. I did leave the ONT and Eero off overnight but that didn't help.

Is it OK to pm the Talktalk representatives with a bit of info?

If not can someone please expedite a call from the fibre support team. Nearly a week with no connection is a bit much

[JaxGTX]

Hi Michelle,

No call or contact yet. I've just tried the turn off everything for 30 minutes thing again, no dice.

I see that a fix has been found for akelly0609 on this thread https://community.talktalk.co.uk/t5/Fibre/New-Fibre150-installation-Eero-6-won-t-pair/m-p/2951787#M3...

Perhaps that can be tried with my connection?

[Michelle-TalkTalk]

Hi,

Thanks for confirming. The team have advised that they will be contacting/calling you shortly to progress this further for you.

Thanks

[JaxGTX]

Yes, the I've set the Eero app up by following the prompts, although it rarely connects first time and I have to use the serial number method to connect. Unfortunately this method only fails with a "There's an issue" message and nothing helpful. On the two occasions bluetooth has connected first time at least you get some info, i.e. the lack of IP Address and the option to try a different vlan id.

Connecting a laptop directly to the ONT or using a different router doesn't work either, neither get assigned an I address

[Michelle-TalkTalk]

Hi,

I've re-checked and everything looks correct from here so I've chased the team again. Can I just confirm, you have tried setting up the eero app and followed all the steps to connect to the eero?

Thanks

[JaxGTX]

Hi again Michelle,

I see on this thread https://community.talktalk.co.uk/t5/Future-Fibre/New-CityFibre-full-fibre-installation-no-WAN-IP-add... that you managed to fix Bill's problem getting a WAN IP adress on his Cityfiber link. This is the same problem I'm having.

Can you please see if the same change is needed on my connection?