Wan IP address issue

[mattpop]

Hi, I had a nightmare experience at the weekend trying to resolve an issue with my new full-fiber connection. All was working well when Openreach left on Thursday, with only occasional dropouts.

Friday lunch it dropped completely having reset the router I tried to start the network setup again.

the router wouldn't complete wan IP address fault being the fault. 

Two hours on the phone later, I'm told it's an Eero issue. I don't believe this to be true, as I had two sent, and we tried both while on the phone.

a weekend without internet has been an experience I don't want to repeat.

Please help 

[Michelle-TalkTalk]

Hi matt,

I'm glad to hear this 🙂

Thanks

Michelle

[mattpop]

Hi Yes it’s working now. I had a second email that the service was now live and it seems now to be working. 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. The line is showing in sync at the moment. Can I just confirm that you're still unable to connect with the eero and I will ask our Faults Escalation Team to contact you directly.

Thanks

Michelle

[mattpop]

sorry do you mean resetting the ont without eero connected?

[Michelle-TalkTalk]

Thanks matt,

Does it also not work if you connect wired at the ONT with the eero removed too?

Michelle

[mattpop]

Michelle 

I have yes several times over the weekend as I hoped something would change. the eero and connection did work when the Openreach guy installed the line (Thursday) but it went offline constantly before stopping working entirely at lunchtime Friday.

[Michelle-TalkTalk]

Hi matt,

Can I just confirm, have you tried powering down the ONT and then retested again? Is there any connection if you connect wired directly at the ONT with the eero removed from the line? This will confirm if it is an issue with the eero or not if the connection works ok directly at the ONT?

Thanks

Michelle

[mattpop]

confirmed

[Michelle-TalkTalk]

Afternoon matt,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle