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. 

[Chris-TalkTalk]

That's great news, thanks for letting us know

Chris

[Jinkz]

Pretty much resolved, the line is up and working (don't know what they changed I was on holiday but the missus was in.) 

Think I have an engineer turning up today again though so i'll let them know.

[Chris-TalkTalk]

OK, thanks for the update Jinkz, hopefully the engineer will resolve the problem

Chris

[ferguson]

@KeithFrench Don't get me started!  😆

[KeithFrench]

Please note if you mix an eero 6 with an eero Pro 6, the pro will only work as fast as the eero 6.

[ferguson]

I think the Fibre 500 package includes just a single eero Pro 6 as standard. Bear in mind that an additional eero 6 will still work as an extender with the Pro 6 as the gateway. Once you actually get it up and running, obviously!

[Jinkz]

Hi Chris,

Small update, the standard Eero model came. The guy on the end of the phone said to me this should be the model I should get because i've chosen the 500mb package, which is odd because all the advertising and emails and kit so far has been for the Pro. 

Anyway, plugged the standard unit in, no change, can't get an IP address so there's another engineer booked to come out on the 30th as i'm away for the weekend. Hopefully they don't just test the the line is live inside and out this time and actually go and have a look at the exchange or something. I'll update once they've been.

[Chris-TalkTalk]

Sorry about that. The eero has been dispatched so could you just test with the new eero and if it does fix the issue we can swap it for the pro model. If it doesn't fix the issue then you can send it back and continue using the old eero.

Chris

[Jinkz]

just had this email about the one they're sending out. It looks like they've not sent the Pro model.

Fun times! How do I sort this?

 

[Chris-TalkTalk]

Hi Jinkz,

Thanks for the update, Yes the fact that it won't connect when connected directly to the ONT doesn't mean that the replacement eero won't resolve the issue. Please let us know how you get on

Chris

[Jinkz]

Hi Chris,

Just had a call from someone who said they'll be sending me another Eero unit as the previous unit could be locked to a previous owner. I'm not so sure this will work given that plugging a laptop directly into the ONT via RJ45 doesn't pick up the network either (not sure if there's an initial authentication needed from a Eero for this to activate the line?), but willing to give it a go. 

[Chris-TalkTalk]

Thanks for trying that. I'll pass this over to our future fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[Jinkz]

Hi Chris,

Gave it nearly an hour with the ONT switched off. Turned it back on, waited 10 mins, cycled the eero, tried to connect a few times and still can't obtain an IP address. 

[Chris-TalkTalk]

If you could try it again and it still doesn't work I'll pass it over to our Future Fibre team to take a look

Chris

[Jinkz]

Hi Chris,

I don't mind doing that again but unless something has been changed your end this won't work... I've done this multiple times over many days, half an hour, hour, more. There must be some kind of authentication issue. I didn't get those 'your account is live' emails etc. 

[Chris-TalkTalk]

Hi Jinkz,

Service is showing live. Could you switch the ONT off and leave it off for at least 30 minutes then switch back on and try to connect again. Please let us know how you get on

Chris

[Jinkz]

Hi Chris,

Just a thought - I went through my emails and go the email that says 'welcome' then 'setup' but no email about the 'go live' part. 

Is my account live? I found this in a previous thread from someone else "Think the provisioning team must have done something because I just got a text and email saying its live and I've managed to finally connect."

I never had those kind of texts or emails. It's over a week now (line installed on the 11th July) and I still have no service. 

[Jinkz]

Morning Chris,

I'm at home today so i've got plenty of time if you want to test anything out but it still can't get an IP address externally when going through the setup on the app. 

[Chris-TalkTalk]

Hi Jinkz,

Are you still unable to connect? (I've checked and you are on the correct profile)

Chris

[Jinkz]

I wish I hadn't tried the service team, I was on the phone for an hour and 20 mins going through the same basic steps.. I even had to explain what an IP address is to the lady. We called it a day in the end.

Thanks again for escalating it. I do now believe it's a profile issue.