New Customer with No internet

[AAXLRB]

New customer who has registered with Talktalk for Fibre 150 about 10 days ago. Received the Eero 6 modem about 7 days ago. Received text to confirm that Cityfibre would be sent to property to install fibre. 

Cityfibre has now installed it and tested the installation and informed that fibre is up and running. ONT box has all the lights on.  Connected Eero 6 to the ONT box, blue steady light on when setting up the Eero 6 via app on mobile. When following set up process on the app, an error message pops up saying the Eero 6 can't reach the internet. Engineer from Cityfibre onsite tried troubleshooting and was in contact with TalkTalk technical support and tried troubleshooting for 45 mins.  Was informed by Talktalk, that as the customer we had to contact them. 

When trying to contact customer services we encountered issues as we had no email confirmation that we have registered for fibre with TalkTalk. We have no account number, no order number and no welcome pack and now no Internet. 

[Michelle-TalkTalk]

Hello,

My colleague has looked into this further and this has been escalated to be resolved as soon as possible. They did advise that this can take between 3-5 days but we'll monitor for updates for you.

Thanks

[Michelle-TalkTalk]

Morning,

I'll look into this for you and will post back as soon as I receive an update.

Thanks

[AAXLRB]

Hi @Michelle-TalkTalk ,

I have not received any account number details yet. I have included an order number in the personal information detail which I was informed can be used to track the issue. 

[Michelle-TalkTalk]

Hello,

Could you add your account number to your Community Profile please. Please do not post any personal information on the Community.

Thanks

[AAXLRB]

Hi @Michelle-TalkTalk 

Called on Saturday for a status update on the radius test, and was informed that there was an issue with the talk talk server registering new connections?? 

Was also finally informed what our order number is. 

Apparently the issue has now been escalated to another team. Would be good to know when this will be resolved.

[Michelle-TalkTalk]

Morning,

Just to confirm, have you been in contact with our Faults Team since your last post?

Thanks

[Gliwmaeden2]

@AAXLRB, forum staff will not be back on here before Monday. 

Hope that you can make headway over the weekend. 

[AAXLRB]

Hi @Chris-TalkTalk 

Switched ONT off twice today, each for 30mins + but still unable to connect to the internet. First test I connected a device straight to the ONT and couldn't connect. Received the same error as previously. Second test I connected the Eero back to the ONT and the Eero was still unable to connect to the internet. 

Spoke to customer service via the chat service and they mentioned that there was a radius test which failed and that they are doing another test? Not too sure what this exactly means. However, i've been asked to get back in contact with customer service on Saturday for a status update on the test.  

What do you mean by the order appears to be complete? 

Thanks.

[Chris-TalkTalk]

OK thanks for trying that. If it still isn't working can you switch the ONT off for 30 minutes then switch back on and retest (the order appears to complete)

Chris

[AAXLRB]

Hi, done this, says the Thunderbolt Ethernet is connected and "Thunderbolt Ethernet has a self assigned IP address and will not be able to connect to the internet". All lights on ONT are on. 

Tried calling TalkTalk customer services, no one can locate our account and apparently without finding our account they cannot help us with internet. Getting very concerned at this point - we've signed up for Fibre150, have received the Eero in the post and CityFibre have been out and installed fibre, so TalkTalk must have registered us somehow? Like many people, we're dependent on the internet as we work from home. 

[Chris-TalkTalk]

Hi AAXLRB,

I'm sorry to hear that you're experiencing problems with your service. Could you try connecting a device directly to the ONT, bypassing the eero, and check to see if you then have an internet connection

Thanks

Chris

[AAXLRB]

Thanks! Just done it. 

[Gliwmaeden2]

Add address details in your community forum profile, @AAXLRB, for staff to try to trace the order.

Go via your avatar/name; settings; personal information. Add any extra information in Private Notes, at the end of that section. SAVE CHANGES.

Staff will reply during the day, Monday to Friday.