Eero 6 no external ip address

[Jdalwar3]

Hi

Please bear with me as I'm not entirely sure on the lingo etc.

I was with sky for broadband, fibre has been installed in my area so signed up to talktalk. Engineer came out to fit fibre cable from pole just outside my garden to property, done his job and it was all ready. All the correct lights lit and as far as he's concerned his job is completed. Fair enough.

Go through Eero set up using S24 phone and it just gets stuck saying there's no Internet connection. Now my go live date was 28th Oct, we are now on 31st and I still can't get a connection despite having already been on chat and them "pushing it through" as it "got stuck". I received an email stating my full fibre was live yet I'm still having same issues. I've tried unlupping everything, restarting, no luck. I have had my phone not pick up the Eero so I've had to scan the barcode and I still get the same result. 

I tried talking on the chat last night but I don't think the advisor quite understand what I was saying. 

And lastly my skybroadband is still live, like I'm still using. Should this not have been disconnected?

Unsure on what to do. 

Can someone also explain what the eero 6 is and what the box on my wall is please? 

Many thanks

Julie

 

  

[Chris-TalkTalk]

OK thanks. Could you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[Jdalwar3]

Thanks for the clarification on the equipment.

Yes I've followed the instructions

Thank you

Julie

[Chris-TalkTalk]

Thanks for updating your profile. The box on the wall is the ONT, it's where the incoming line terminates. The eero is a router, it connects to the ONT and allows devices within your home to connect to the internet. 

Could you take a look at the following help article and just confirm that you are following these steps when setting up the eero - Setting up your eero | Full Fibre | TalkTalk Help & Support

Chris

[Jdalwar3]

That should be it

Thank you

[Chris-TalkTalk]

Hi Julie,

Can you please update your community profile to include your:

• Name
• Telephone 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

Chris