Eero wan ip error

[Jamieearrye]

I’ve had no internet since the 22nd October. The ont is all green lights, eero won’t connect to the internet and comes with a wan/ip error. 
multiple hours daily on the live chat. One city fibre engineer who never showed up but apparently fixed the issue. One new eero installed, and one last engineer visit that never came. 
everyday, resetting the eero and ont, trying to get it to connect. Everyday jumping through hoops on live chat to be told “it’s connected our end” 

anybody actually solved this before I go to a different provider? 
thanks

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Future Fibre team and ask them to take a look

Chris

[Jamieearrye]

Hi, it’s the eero 

thanks

[Chris-TalkTalk]

Hi Jamieearrye,

I'm sorry to hear that you are experiencing problems with your service. Are you using an eero or the sagemcom router?

Chris

[Jamieearrye]

Hi, I’ve tried plugging my TV and my laptop into to the ont directly and still no internet. 
I had an engineer out on Saturday who said they couldn’t find a fault their end but they ran a new line just in case. Obviously still didn’t work, they tried a few other things but no joy. I went back to online chat again and the chap set up my eero remotely but still no access to the internet

[ferguson]

@Jamieearrye 

Do you have a device which you can connect directly to the LAN port on the ONT in order to check that the service is live?

The eero probably needs a profile change in order to work with the City Fibre network, the support team should be able to do this for you when they pick this up next week. 

[Gliwmaeden2]

Hoping staff on here can help you, @Jamieearrye, but they are not back on here before Monday. 

Your post is in the queue for their attention.