Eero 6 failing on WAN IP

[Mcnei1j]

Hi, I have received a Eero 6 on a full fibre 150 contract. I have followed everything on the instructions and it’s failing on WAN IP. I have read other posts here and been through the ‘turn it off for 30 mins’ multiple times but to no avail. From what I can see from the other posts on this topic it required an engineer to resolve. 

I did try and call yesterday but was told you had a system outage so no one could help me and I don’t really fancy sitting on the phone all day. Please could someone check that my account is activated and help me resolve this ASAP. 

[Chris-TalkTalk]

Hi Mcnei1j,

How are you getting on, is the eero now connecting?

Chris

[Chris-TalkTalk]

Hi Mcnei1j,

As Keith has said, you are on the wrong profile. I've changed your profile now so could you retest in an hour or so and let us know how you get on

Thanks

Chris

[KeithFrench]

You are probably on the wrong profile, especially if your Full Fibre is over CityFibre cabling. I have asked one of TalkTalk's support to pick your thread up and check this for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.