Use EERO Router

[rglewis1877]

Had no internet since power outage a week ago. 

Initially suspected a router issue, TalkTalk sent a second Wifi Hub - same issue on both.

A CityFibre engineer has been to check the line -  they replaced the ONT (twice!) but saying everything is fine (all lights on, and can see the ONT from their end) and are referring back to TalkTalk.

Beginning to suspect both routers are configured incorrectly (original was hard reset when trying to diagnose initial problem).

I have purchased an EERO router, but now suspect TalkTalk limit devices connected to the network via MAC address. Who do I speak to get the EERO MAC address added, and at least rule this in/out as the problem?

[Gliwmaeden2]

The Complaints procedure is explained via the link at the bottom of any Talktalk page, @rglewis1877.

[rglewis1877]

Hi - I'm going round in circles; was told to wait for CityFibre for the fix, and then spoke (Live Chat) to TalkTalk again last night - a new CityFibre engineer was supposedly scheduled to come today but never arrived. I have no clue if the problem lies with CityFibre or TalkTalk.

I have an ONT that is supposedly showing all is ok, and 2 routers that won't connect.

Who should I speak to to make a complaint and escalate this?

[ferguson]

If there is no service from the ONT then anything else must wait. 

[rglewis1877]

Now I've found my USB-C to ethernet adaptor I can try some more devices; the CF engineer suggested that *someone* would need to enable the MAC address (not sure what device or whether at CF or TT end). Is this likely?

Rob

[ferguson]

If you can contact City Fibre directly I suggest you do so and tell them that there is no broadband service with a direct connection from your laptop to the ONT. 

[rglewis1877]

Only had a CityFibre engineer here as the provided router from TalkTalk didn't fix the problem. The engineer only looked at/replaced the ONT for a newer model. He said it would be referred back to TT - the last person I spoke to at TT suggested it was still with CF to look at.

In the meantime, I've been using a 5G connection borrowed from a friend. Appreciate they don't give the reliability/stability of a fibre connection, but has been ok and speeds have been better (than I've been paying for on TT fibre tbf)  and am considering going down the 5G route.

[mandisa1-TT]

Thank you so much for the support @ferguson and @KeithFrench 

@rglewis1877 Kindly contact the full fibre team on the number provided above, they will assist you further.

[rglewis1877]

Managed to find a USB-C to ethernet adaptor - laptop is showing no connection (it's set to automatic DHCP etc)

Both the original router and new one supplied are:

Device Ver: FAST 5464-2.T4

[ferguson]

Hmm, the engineer has been a wee bit lax in my opinion then. Few modern laptops have ethernet sockets these days, although you can buy an adapter for a USB port, I have one for testing if needed. But you shouldn't really have been left in that position. Were you dealing with City Fibre directly? If so, I suggest you  get back on to them. 

[KeithFrench]

Hi @rglewis1877 

Then you will have to ask the Full Fibre Helpdesk which profile you are on.

[rglewis1877]

Engineer had a test device that he used to check the fibre but don't think the ethernet from ONT was checked - if I had a device with ethernet that I could easily connect (none of my laptops have RJ45s sadly) then I would do so.

[ferguson]

@KeithFrench 

I was only re-emphasising that point for the reason you mentioned.

[KeithFrench]

Hi @ferguson 

I did ask that in my first post, but the customer has not responded to that part of the post.

Hi @rglewis1877 

CityFibre, unlike Openreach, use profiles on its full fibre network to support different routers. They are configured by the Full Fibre Helpdesk or CityFibre themselves. If the wrong one is selected, then the attached router will not connect to their fibre network. Your eero is displaying the classic symptom of being on the wrong profile. The same may be the case with the WiFi hub, but I would need to know the make/model of the one you have. See the label on the rear of the router. Most of which are behind the pull-up plastic panel.

Some of these are:-

• Profile T – eero, Sagemcom FAST5364, FAST5464 (from V158 onwards) & Huawei DG8041W

• Profile G - Sagemcom FAST5364, FAST5464 (prior to V158).

There is another profile for 3rd party routers, but I do not know which one that is.

[ferguson]

Have you tried connecting a device directly to the ONT via an ethernet cable just to check that the service is actually working? You would have hoped that the engineer did this, but you never know. 

[rglewis1877]

Thanks for your reply Keith - unsure what "profile T" is?

Current router plugged in is the EERO - only setup I have for that is through the app (assume that's the only way) - it thinks for a bit and then fails, gives option for advanced settings but don't know any of those.

The 2 supplied TT routers are Wifi Hubs - original one worked fine until last week when the problem started, I think from the power going (I was not at home, so can't be 100%). Second one supplied looks like the same model (not sure if they're exactly the same). Both ended up circling through orange light combinations. 

The CityFibre engineer came out today, replaced the ONT for a newer model (took 2 attempts to replace actually). Both the original ONT and the latest one show service lights etc - and the person the engineer was speaking to seemed to suggest he could see all the lights on from his end.

He suggested the ONT may have been taken out by the power outage. May never know!

[KeithFrench]

Hi @rglewis1877 

Whichever router, WiFi Hub or eero, the CityFibre network needs to use profile T. The Full Fibre Helpdesk should be able to check or set this for you. However, I cannot see how a power outage at your property would affect the profile on the Full Fibre network, unless this is set in the ONT.

An eero router configures itself by downloading a config file from eero. If you are not on profile T, you won't be able to do this.

Which router are you trying to use now and what lights are on it? What happens if you connect a PC via Ethernet (if you have one) directly to the ONT in place of the router?

[rglewis1877]

Was purchased direct from Amazon when I was panicking that the TT replacement router wasn't going to arrive quick enough (the TT router did arrive next day, but doesn't work).

Rob

[ferguson]

@rglewis1877 

Did you buy the eero directly from TalkTalk, Amazon, or from a third-party reseller? 

[fr8ys]

@KeithFrench 

Could this be a profile issue you've highlighted previously?

If so, perhaps you could advise @rglewis1877 so he can ask them to check that?

[siphosethu-TT]

Basically, the bot figures out what type of problem you are facing and directs you to a team that can help with that specific problem rather than being passed around. There is no other way, we must be queuing perhaps. Thanks