Eero Wan IP address error

[Lewibear]

I’m hoping someone here can help and advise me going forwards. I’m a new customer to Talk Talk  and since my go Live Date on the 31st of March 2023 I’ve not been able to access the internet. 

I’ve been on the phone with many future fibre support team members and no one has been able to diagnose the issue. 

so far we’ve:

-Power cycled both Eeros

-Power cycled to the open reach modem

-factory reset both Eeros, 

-had line tests performed that showed no errors. 
-plugged in a laptop to the modem directly (It also couldn’t connect to the internet)

- waited 24hrs and another 24 hours 

- left things plugged in overnight as asked 

im losing my mind over this and it’s really stressing me out and I don’t know what to do. I can’t even book an engineer appointment because my account number isn’t even recognised by the system when I call up. 

Please can someone help?

[Chris-TalkTalk]

The Future Fibre team would need to do this, if they think an engineer is required they'll arrange it

Chris

[Lewibear]

Would it also be possible to book an Engineer to come and visit as soon as possible? From doing some digging here it sounds like an engineer was able to configure the routers to work pretty quickly and get people online. 

[Chris-TalkTalk]

OK thanks, I'll pass this over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[Lewibear]

As of this morning the lights are:

Power green

POS green 

LAN green 

i tried setting up again in the Eero app this morning in case it suddenly worked but no luck again. 😞 

[Chris-TalkTalk]

OK thanks, which lights are currently on on the ONT?

Chris

[Lewibear]

Yes, we tried connecting a laptop directly to the ONT and that couldn’t connect either. Gave an unrecognised network error. And we have also tried turning them off for 30 minutes and still had no success. 😞 

[Chris-TalkTalk]

OK thanks. Have you tried connecting a device directly to the ONT with an Ethernet cable? Also have you switched the ONT off for at least 30 minutes?

Thanks

Chris

[Lewibear]

Hi  Chris! The service was already installed when I took over the property but it’s an Open Reach box that’s in the house. 

[Chris-TalkTalk]

Hi Lewibear,

I'm sorry to hear that you are experiencing problems with your service. Could I just ask, was the service installed by Openreach or City Fibre?

Chris

[ferguson]

Ah, I doubt that replacement eeros will help if your connection is not actually functioning, as you seem to have demonstrated by connecting directly to the ONT, you said "modem," but I guess that's what you mean? Anyway, let's see what the support team here have to say when they pick this up, hopefully tomorrow. 

[Lewibear]

Sadly no one from the fibre department has said they’ll be in touch. I’ve been asked to wait more till the new routers arrive but I doubt a third Eero will work if 2 already didn’t. 😞 

[ferguson]

Sorry to see this. I doubt that the support team here can do much more, but they will certainly try to look into what the problem is. Have your contacts so far indicated that they will get back to you?