New FTP installation. ONT fine. Eero 6 'can't connect to the internet' - no external IP address

[Banter]

Hi,

BT Openreach engineer installed FTP yesterday.

ONT is fine. Green lights and line check and all fine.

Eero 6 won't connect - see error message in subject of this message.

I have turned off ONT and Eero 6 for 30mins as suggested in other posts and reset Eero 6 as well.

It seems to be a common known issue and it requires talktalk at their end to do something?

Spent 2 hours on phone support for their algorithm to reach the 'turn off for 30mins' stage - which I'd already done before calling..

Talktalk WhatsApp support just disappear for hours at a time.

I'm at my wits end 🙂

Please help 🙏🏽 

@Chris-TalkTalk 

[Michelle-TalkTalk]

Hello,

Thank you. I've run a test on the line now which is clear. Can I just check, does the connection work if you connect a device wired to the ONT with the eero removed?

Michelle

[Banter]

Hi Michelle

I've updated profile thanks 

I don't have an alternative contact number though - just my mobile 

Thanks 

@Michelle-TalkTalk 

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number or Account 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

Michelle

[KeithFrench]

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.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.