Eero no Internet connection, CityFibre

[NorfolkCannon]

I am getting seriously annoyed with the TT Full Fibre connection.

Over a year ago was informed that CityFibre would be installing ONT and would be switched to full fibre as a result.

But ever since I’ve been stuck on a Part Fibre connection with old copper wire lair account still charged although router connected to the ONT installed by City Fibre. I tried connecting my a mesh router it own but of course because TT believes it’s a Part Fibre connection would not connect and needs modem in TT router to connect to the internet.

Spoke to customer services last week and was informed that he knew what issue was, cancelled my Fibre 65 and landline and signed up to FullFibre 500.

Excellent news, was told go live date was yesterday.

yet online account still states Fibre65 and of course PartFibre. Both landline and FTTP profiles exist on account.

Eero arrived today and a chat with customer service via webchat was informed Eero would work even if account had not been fully upgraded to Fibre500. Doubted it myself given experience, and when I installed Eero today got the message “cannot connect to internet”.

This should not be so complicated! I consider myself fairly tech savvy can only

imagine how many people out there don’t even know they are getting less speed than they pay for or wondering why their Eero won’t connect and being fobbed off by customer support.

Posting here in hope by some miracle a tech sees it and can rectify my issues in a heartbeat. But considering for the last year or so I’ve been told I can’t move to full fibre speeds I am not hopeful!

rant over.

[Chris-TalkTalk]

Hi NorfolkCannon,

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

[KeithFrench]

As you are on CityFibre, this is most likely caused by you being on the wrong profile, which only affects those with CityFibre connections. I have asked one of TalkTalk's support to pick your thread up and investigate it 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.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[DJI_MINI_2_SE]

What colour lights did you get on the eero  when you plugged it  into the ONT,  at what stage did the eero app fail?

What lights are on on your  ONT please list all as they can be labelled differently see below -  

If you have all the green lights in the pictures below try plugging the ethernet cable from the ONT directly  into your device and see if your connection then works this will help the support staff here to diagnose the problem.