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on 21-03-2024 10:32 AM
My service went live today and I have tried to setup the eero 6 but it cannot connect to the internet. I have reset everything several times and have gone through live chat etc but the eero cannot find the external IP address
on 21-03-2024 02:53 PM
OK. I'll pass this over to our Future Fibre team and ask them to take a look.
Chris
Chris, Community Team
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on 21-03-2024 02:33 PM
Hello,
Plugged everything back in and still having the same issue
on 21-03-2024 01:09 PM
Thanks for trying that. I think it may just be that everything has completed at our side yet. If we could give it an hour and if it's then still not working I'll ask our Future Fibre team to take a look
Chris
Chris, Community Team
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on 21-03-2024 12:28 PM
I have tried plugging straight from my ont into the laptop via ethernet and it is showing as an unidentified network with no internet
on 21-03-2024 12:23 PM
Hello Chris
I unplugged both the ONT and eero for the half hour and have rebooted them and am still getting the same issue 😕
on 21-03-2024 11:46 AM
Thanks. I think the issue is that although the order has completed on Openreach systems it's not completed fully on ours. In the last few minutes the connection is showing on one of our systems, it wasn't a few minutes ago. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and try connecting the eero again. Please let us know how you get on
Chris
Chris, Community Team
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on 21-03-2024 11:40 AM
That is correct.
on 21-03-2024 11:38 AM
OK, so the service was working yesterday with BT but you've had no service so far today?
Chris
Chris, Community Team
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on 21-03-2024 11:10 AM
I didnt have one enter the premises, the broadband has been switched over from bt so I assume they only had to to the external connections to switch the line as ONT was already installed and working
on 21-03-2024 11:06 AM
OK thanks. Could I just ask, what did the installation engineer say?
Chris
Chris, Community Team
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on 21-03-2024 11:04 AM
Solid green on power and Lan flashing green PON and no light LOS
The eero has flashing blue lights incase thats important
on 21-03-2024 11:01 AM
Thanks for that. The order appears to be complete. Which lights are on, on the ONT?
Chris
Chris, Community Team
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on 21-03-2024 10:51 AM
Hello Chris,
Thank you for replying so quickly I have updated the information via the link as requested 🙂
on 21-03-2024 10:47 AM
Hi Bird91,
Welcome to the Community. I'm sorry to hear that you're experiencing problems with your service. Can you please update your community profile to include your:
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
Chris
Chris, Community Team
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