My eero Pro 6 can't reach the internet

[Glennyboyo]

I had full fibre installed yesterday. The engineer couldn't get the Eero to connect. Everything else worked fine - 3 green lights on connection box, still blue light on Eero router. When it came to installing on the app, every time it comes up with the message ' Your Eero Pro 6 can't reach the internet'.

The engineer said that the Eero boxes/app are a problem, and he told me he'd order a new router (not an Eero) which should come today - I doubt it will arrive. He also told me he would keep my phone line on so I could still use the internet on my old router. Within an hour after him leaving my phone line was cut off and now I have no internet whatsoever!

I've already spent 4 hours since yesterday getting passed around departments with no resolution. I am still in a position where I cannot connect to the internet.

I would really appreciate it if someone can help out as I need to work from home on some days, and we are now going away on holiday for 12 days, my daughter is looking after the dogs, but will have no internet. I am at a loss of what to do...

[ferguson]

@Debbie-TalkTalk 

Poster already has a topic started, but it was in the Email section, I have just moved it.

https://community.talktalk.co.uk/t5/Full-Fibre/New-router-eero-6/m-p/3078763

[Debbie-TalkTalk]

Hi Canalman

Please can you create a topic here Full Fibre - TalkTalk Help & Support

We can then take a look at this for you.

Thanks

[Canalman]

I have picked up this old message about eero 6. Would you please tell me how it was resolved. I have the same problem but my old Talktalk supplied Sagem router still works.

[mrwrighty]

As long as it’s working that’s fine, but there should be zero need for your old router to be in place for the Eero to work. Sounds like a workaround rather than fix to the actual issue. The Eeros are routers. Might be worth updating us on your return.

Have a good holiday.

[Michelle-TalkTalk]

Morning,

I'm glad to hear that this has been resolved and thanks for keeping us updated 🙂

Thanks

[Glennyboyo]

Hi Chris

Just landed in Fuertoventura! My daughter has informed me that the engineer has managed to fix the problem and full fibre is now up and running! There was a problem both with the line and the other problem he mentioned was that the old TalkTalk router needed to still be permanently connected, as it didn’t work otherwise. This is interesting as both previous engineer and person I spoke to from Talk Talk told me that the old router had to be disconnected.

anyway, I really appreciate your help and time.

Alll the best,

Glen

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this but thanks for trying. Please let us know how you get on today.

Thanks

[Glennyboyo]

Hi Chris

Sorry for the late response, just got back home. I have tried plugging the laptop to the ONT with the Ethernet cable and doesn’t connect at all. I reckon the laptop might have switched to hotspot my phone when I said it was working without me realising, as I was using this yesterday. I have an engineer coming again tomorrow, so fingers crossed they can resolve the problem.

Will keep you updated.

thanks,

Glen

[Chris-TalkTalk]

OK thanks 🙂

[Glennyboyo]

Ok will do. Thanks for helping out Chris. Will let you know how I get on later....

[Chris-TalkTalk]

OK thanks. When you get home could you switch the ONT off for 30 minutes then connect the laptop again to the ONT with an Ethernet cable and check again if web pages load.

Chris

[Glennyboyo]

I did try that, and it was very very slow. The Wi-fi network that was automatically selected was still my old network (through the phone line which has now been disconnected). Not sure what is going on to be honest. 

[Chris-TalkTalk]

If it was working it should allow you to view a webpage without seeing an error message

[Glennyboyo]

Yes, I connected my laptop and no connection. I presume it will display in the Wi-fi list if it is working?

[Chris-TalkTalk]

OK thanks. Did you try connecting a device directly to the ONT with an Ethernet cable (bypassing the eero), to see if you then have an Internet connection

Chris

[Glennyboyo]

Hi Chris - my profile is now update. Just to make you aware, I am working at my office today as I have no internet at home, so will not be able to check anything until I get home tonight - then I am away for 12 days but my daughter is around

[Chris-TalkTalk]

Hi Glennyboyo,

I'm sorry to hear that you're experiencing problems with your service. Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris