Full Fibre suddenly not working - Help Appreciated

[JDonnelly92]

Been with TalkTalk around a year - service has been pretty great for the most part.

As of around 10:50AM yesterday my connection went down. Network still up and running, but no internet whatsoever.

Spent an hour on the phone to customer support, ran through all troubleshooting steps for the Eero to no avail (restart, reboot and hard reset).

ONT shows lights on the Power, PON and LAN points. Eero app can find the devices fine, but gives an error message about not having an Internet connection. Clicking through for more info it shows that a WAN IP Address can’t be obtained.

Tested with multiple Eeros and Ethernet cables. I am absolutely certain it’s not a problem with the router, but customer support don’t seem to agree.
I’ve even plugged a laptop directly into the ONT via Ethernet and it still failed to get an internet connection.

I have found a few similar posts on here but nobody seems to have posted a solution. Would be really grateful for any help as I work from home and would benefit from this being fixed as quickly as possible.

thank you in advance!

[Karl-TalkTalk]

Hi

So that I can locate your account on our system and pick this issue up for you, please can you add your Account number or Home phone number to your 'Community Profile'.

If you are a Full Fibre customer, please add your FTTP reference or FTTP order Number to your profile.

If you have difficulty providing the above information, please add the Account Holders name, House number and postcode to the Private Notes section that is located at the bottom of your 'Community Profile'

Thanks  

Karl.