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on 06-01-2024 02:44 AM
Good morning
My partner and myself have been with talktalk for over 5 years, recently moved house, signed up for full fibre with the house move well over a month ago and ever since have had nothing but issues with these Eeros devices, the customer service and otherwise living without the service I signed up for.
Followed all the steps to set the Eeros 6 up, phone connected, data available, Bluetooth working fine, continuously get the 'External IP' error message
After several LONG phone calls with different customer service agents following their instructions to do resets to the equipment and waiting while they do their diagnostics with nothing changing, I then speak to the Eeros manufacturer, who are far more helpful! Informed me that the error is on talktalks side and also sent over an email firstly confirming that the issue is talktalks side and secondly sending over a list of possible fixes.
I call talk talk again with the email ready and the customer service agent had zero interest in listening the what the email entailed just made me run through all the steps the previous 2 agents made me go through. They then called out an openreach engineer who before even attending my address confirmed that it sounded like an error talktalks end. Engineer then tried calling talk talk to help me out with the issue I'm the hope that tech support would transfer him through to the office in the UK.
That didn't happen and the poor chap sat on the phone for an hour while the tech support made him run through the very same steps even after telling him that it was definitely there side and asking multiple times to be put through to there office in the UK.
Fast forward to this week and I've been sent a different router the hub2 I believe and low and behold it still doesn't work. I don't want to kick up a stink we just want the service we pay for (bill payment due next couple of days)
Someone please help
I also have screenshots from app and manufacturers email but won't let me post
on 11-01-2024 09:54 AM
Could you try connecting a device directly to the ONT with an Ethernet cable, bypassing the eero, and check to see if you then have an Internet connection
Chris
Chris, Community Team
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on 10-01-2024 06:44 PM
Yeah I've been trying Keith's suggestion. With no joy. I'm honestly about to just give up. Utterly atrocious service. Not had a single days service since my go live date. I have every man and his dog telling me this is a problem talk talk side yet here I am repeating the same things over and over again expecting different results....I'm sure that's literally the definition of insanity......
on 10-01-2024 11:24 AM
Thanks Ludo, have you tried Keith's suggestion?
Chris
Chris, Community Team
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on 10-01-2024 10:54 AM
Have you tried turning the ONT & Eero off for at least 30 minutes, then turn just the ONT back on & once that has settled down, turn the Eero back on?
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
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on 10-01-2024 09:57 AM
Doesn't give an error code, get as far as trying to connect to the internet on the eero app. Comes up with the failed message I click on the "see more" button and it just comes up with "external IP" error message
on 10-01-2024 09:55 AM
The power, PON and the Lan lights are on
on 09-01-2024 11:07 AM
OK, which lights are currently on, on the ONT?
Chris
Chris, Community Team
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on 09-01-2024 11:06 AM
Hi @Ludo96
You are not giving any details about your problem & have not answered my question.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
on 09-01-2024 08:38 AM
Still been no change in the service at all. Was about to call up and make another complaint
on 08-01-2024 08:49 AM
Hi Ludo96,
I'm sorry to hear that you're experiencing problems with your service. How has it been since your last post?
Chris
Chris, Community Team
Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences
on 06-01-2024 10:41 AM
Hi @Ludo96
Exactly what External IP message is this?
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
06-01-2024 08:25 AM - edited 06-01-2024 08:27 AM
When they actually get this sorted out, look out for some compensation due to the delay in getting you set up, @Ludo96:
https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583
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