Eero showing no external/WAN IP

[SteveKnight-SW]

Hi, on Wednesday 15th November CityFibre installed a modem and eero 6 for Full Fibre 150. When doing the setup on the eero app, it fails at connecting to the internet, showing an issue where there is no external IP address. We have tested using an Ethernet cable straight from the modem to an Xbox and there is still no connection - stating it cannot connect to DHCP server. Restarted eero and modem multiple times with no luck. I have seen this problem solved for others by having their profile changed from ADSL to Fibre. Could someone take a look at this please?

Thanks,

Kath

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay. Can I just confirm, has an engineer been today?

Thanks

Michelle

[SteveKnight-SW]

Update: had an email come through detailing the direct debit which included an account number, so have now registered for My Account.

I have added the account number and phone number to the ‘private notes’ section of my profile. Could someone please use this to check the profile is set up correctly for Fibre?

Thanks

[SteveKnight-SW]

Hi Michelle

Yes we had a phone call yesterday I believe from the Fault Escalation team. Had us doing the same tests we had been told to do almost a week ago by the eero helpline; going through the eero setup, restarting the eero, restarting the modem etc. Told us they would get in contact with CityFibre for them to check out the issues which, if I’m not mistaken, they have already done and told us it was all good on their end and set up properly. I’m inclined to believe them as all the times I have seen this issue on these forums the fault has been with TalkTalk not having the profile set up properly so no IP address is assigned. 

Had an email come through claiming the service was now live (still not) however it did say to look out for an email about setting up ‘My Account.’ Will this email finally provide me with an account number I can put on my community profile so that the technicians on these forums can check the account is set up correctly for Fibre?

Thanks

[Michelle-TalkTalk]

Morning,

I believe that our Faults Escalation Team have made contact. Please let us know how you get on.

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

I've raised this over to our Faults Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[SteveKnight-SW]

Hi Michelle,

I have added the information I am able to, however:

• 1. I am unable to add a TalkTalk Telephone number as the plan we are on is Fibre Only - no landline.
• 2. I am unable to add an Account Number as despite having the device installed I have never received any email, text, or call to inform me of my account number. The only email I have received from TalkTalk since purchase was one with information about the eero 6. I was told over the phone I would be given an account number when my service was live which isn’t very helpful as it seems I need the account number to go live! Still, I received a text from TalkTalk this morning claiming my Full Fibre was set up and ready to use (it’s not) and there is still no Account Number to be seen.

I have added some details to the Private Notes section regarding the details which the Fibre 150 plan was bought under.

Thanks

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this.

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number/account 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

Michelle

[KeithFrench]

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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include an alternative contact number. This can be done by clicking on your Avatar picture then click 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.