MY EERO PRO 6 CAN'T REACH THE Internet

[Jinkz]

Had fibre installed, all 3 green lights on the box. I've created an account online and linked my account number but through the setup on the android app it just won't connect / find the IP address. 

[KeithFrench]

Yep, that is what I suspected, as I said that is what happened to me. I have escalated this over to TalkTalk so hopefully they might pick this up on Monday. It is potentially a very quick thing for them to sort out on the forum. You could try the service centre of course.

[Jinkz]

Update - Correct, engineer has been the line is fine. Been on the phone with eero support also and tried the usual including plugging a laptop directly into the ont and they've said it's a profile at talktalk more than likely as there's no data out. 

[Jinkz]

Many thanks for looking into it. 

There's an engineer turning up today, I think he happened to be around said he'd come and investigate. 

I'd signed in with my amazon profile first and that wasn't working, so I created a talktalk profile and added my customer number etc to my profile and personal details and still have the same issue that it can't find an IP address. I was under the impression these were mostly plug and play units. 

[KeithFrench]

@Jinkz 

This is most likely not a fault at all, but you are on the wrong profile. CityFibre lines require a particular profile, otherwise an eero will not work, I had the same problem myself.

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.

[Jinkz]

It looks as though there is a fault with the line, they've organised and engineer to come out on Monday. 

[Gliwmaeden2]

Staff will respond after the weekend, @Jinkz.

[Jinkz]

this is what I get, just added to my previous reply this morning. 

[Jinkz]

The eero unit came through the post from Talktalk a few days after the installation took place, it was late.

I've not got a talktalk hub, I'm connecting the eero directly to the ont directly with the rj45 cable that came with the eero.

It's a fttp, I wouldn't thought it would need a seperate hub? 

[ferguson]

Where did you get the eero from? Dit you not get a TalkTalk Hub as part of your City Fibre installation? 

[Jinkz]

Just to add, CityFibre came to install the line about a week ago. I've just come back from holiday and it can't find the IP address at all.

Reset the ONT a few times, let it rest for 20 mins, tried the same with the router, still no connection.

I've added all my information such as account number to my profile now etc as per previous threads i've been looking through.