Eero can't connect to external IP address

[jaw38]

I had fttp installed 30th October '23. No problems with the router supplied, fttp is great.

I have recently taken out a new contract on 5th March. I was sent the eero 6 router. The eero pairs with the app on my mobile. The ethernet cable is detected, however, it cannot find an external IP address. 

I spent a frustrating 90 minutes online last night, with fibre technical support. The agent eventually stated he'd made firmware updates on my package. I was told to power down the ONT and the eero router for 20 minutes, after which all would be fixed. He then closed the chat as the problem was 'resolved' It was not and the same issue was still present after the obligatory 20 minute power down. 

I can still use the original router supplied and my fibre connection is great. Are there any fixes for the eero?Is it worth sorting? I'm loathe to dedicate any more time to 'fixing' the issues.

[ferguson]

@Matmxh 

I see you already have your own topic, please wait for a further response from the support team there. 

[Gliwmaeden2]

Locking this thread as new posters will need to start their own topic.

[Gliwmaeden2]

Mine says 37 minutes ago - yours 19 minutes ago at this time, @Billx.

Just shy of 20 minutes between them. There's sometimes a lag in the display of posts, but it's always worth scrolling back through the thread just to check. 

Email notifications will be at the mercy of the speed of the service delivering them, and therefore not to be relied upon as the best indicator of when a new post was made.

I simply don't use the notifications option for thread subscriptions as it would swamp my inbox.

Just check the thread carefully. 

[Billx]

@Gliwmaeden2 

Because I had not received your message. You notice it is only minutes apart.

Bill

[Gliwmaeden2]

@Billx, I've already mentioned the need to start their own topic to @Matmxh.

Not sure why you are repeating that?

[Billx]

Hi @Matmxh 

It says above how @jaw38  resolved it

@Michele-TalkTalk requested profile change in the ONT on ‎15-03-2024 07:57 AM

You can do it the same way. But you have to start your own topic like @jaw38 

Bill

[Dazzler1976]

I didn't  mean to inundate  certain  staff members  was passing on  a name that was very useful  as not all have been helpful.

Thank you for pointing this out though regarding  a new thread.  

[Gliwmaeden2]

@Matmxh, you need to return to the message board and click on start a topic.

This will begin your own thread  - staff usually only respond to the original poster, and this is another customer's old thread.

@Dazzler1976, it's not a good idea to privately message staff unless they ask you to specifically. It can mean they get inundated and it's likely the message will be missed, if they are not looking out for it.

[Dazzler1976]

Have you tried using old wifi mesh hub?  I used router until got dotted but possibly different issue.  

Chris-TalkTalk  try message this guy he honestly better than calling talktalk.  Never have many issues but they are nightmares when nothing works. Contemplated keaving many times

[Matmxh]

Hi Dazzler, i upgraded to fibre 150 & supposed to of gone live friday but im still without internet due to the eero getting stuck at the wan ip address?
Online chat with many agents & they have no clue so frustrated mate

[Dazzler1976]

Hi there.

I was upgraded from fibre 65 to 150.  Apparently  something needed ipdating from talktalk end to do with the line. Nice guy called Vhrus logged in and sorted it in minutes. Chris from the support team. Drop him a message. Good luck. What you upgraded to.  Like others I don't rate the eeros 

[Matmxh]

Hi mate how did you get this issue resolved? Im in the same position just had fibre installed & my eero will not connect to the internet the eero app states i have ethernet connection but fails at wan ip address? How did you get this fixed?

matt

[Chris-TalkTalk]

Hi Dazzler1976,

I've replied to your PM

Chris

[Dazzler1976]

Hello.

I am having same issues like 1000s out there. I nearly left can't stand the stress.   How did you get it resolved as I have same issue on setup. Finds eero, ethernet ok but fails to find IP address. 🙏🙏🙏

[Michelle-TalkTalk]

Good morning 🙂

I'm really glad to hear this and thanks for letting me know 🙂

Michelle

[jaw38]

HI, Michelle

The eero is now up and running. Thank you so much for your help. I just wish I'd posted here in the first place! Much appreciated

Regards

Angela

[Michelle-TalkTalk]

Hi again,

I've requested the profile change now and it can take up to 30 minutes to complete. Please let us know how you get on. If the eero won't connect then try powering down the ONT and eero and try and connect again.

Thanks

Michelle

[jaw38]

Morning, Michelle

Thank you.

[Michelle-TalkTalk]

Morning,

Ok thanks. I'll make the change shortly after 8am today and will post back to confirm once it has been done.

Thanks

Michelle

[jaw38]

Evening, Michelle

I am using the router I was supplied with, when the fttp was installed. I'm unsure what 'hub' router means.

If I am not required to be present for the change to the line profile, then I could disconnect my router and connect the eero to the ONT instead, when I leave for work in the morning at 8am.

Tomorrow evening after 4.30pm would suit, if the above is not feasible.

Thank you