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 

[Chris-TalkTalk]

Hi Gav,

I've passed this over to our Future Fibre team. I'll let you know when I receive and update or they may contact you directly

Chris

[Banter]

Hi Chris,

So I've connected the ONT directly to my PS5 with a tested ethernet cable and it can't find an IP address either / connect to the internet.

Also tried my BT Homehub 2 and it also cannot find an IP address / connect to the internet - despite having 3 green lights on the ONT and tests by BT Openreach engineer being passed, when it was installed last Monday.

Searching the forum this seems to be a common issue. Having the fibre profile reset/changed at talktalk's end or white listing the eero 6 seem to be some of solutions.

Please can you help.

You mentioned you'd pass me over to the future fibre team?

I ordered this service 16th December 2024 and my FTP installation was 17th January this year.

8 weeks of no internet and hours with support on WhatsApp/phonecalls and messages on this forum - all to no avail.

I also have to drive and hour each way to this property as I don't live here..

Thanks 

Gav 

[ypwlng]

https://community.talktalk.co.uk/t5/Articles/Set-up-a-non-TalkTalk-router/ta-p/2205383 is what is on TalkTalk webpage, but for my installation (Fibre 500 FTTP by OpenReach) the fairly standard setting worked on my nonTT router connected directly to the ONT

- use DHCP (this also implies an automatic setting for DNS)

- MTU = 1500

there was no need to do any VLAN stuff

[Chris-TalkTalk]

Sorry, I don't have specific settings. If you could give it a try and if it doesn't work I'll pass it over to our Future Fibre team and ask them to take a look

Chris

[Banter]

Yes but can you give me any specific setting I'll need thanks. 

I've a BT Homehub 2 back at home I can bring over

Thanks

Gav

@Chris-TalkTalk 

[Chris-TalkTalk]

Thanks Gav. But when you connect a device directly to the ONT bypassing the eero, it connects to the internet OK?

Do you have another router that you can test with?

Chris

[Gliwmaeden2]

You've replied correctly in the public thread, @Banter.

You only send information privately when specifically asked, or put it in Private Notes of your profile Personal Information [& save changes] if any further personal details are required. 

[Banter]

Hi Chris, 

Thanks for reply - am I meant to reply privately or on the forum here, I was wondering. 

Eero 6 is connected to ONT yes. Solid blue LED and it 'can't connect to the internet' 

'No external IP address'. 

I have powered down ONT and Eero 6 for 30mins multiple times and still no joy. 

Is the Eero correctly set up at your end?

@Chris-TalkTalk @Anonymous 

Cheers

Gav

[Chris-TalkTalk]

OK thanks. Is the eero currently connected to the ONT?

Chris

[Banter]

Hi Chris, 

No, I've not formally complained - aside from a talktalk advisor on whatsapp said I would be compensated for the 8 weeks extra delay to FTP with BT Openreach. But FTP finally arrived on Monday - so it's just the Eero 6 hook up to the ONT fail I'm needing help with. 

Anything else I can try / you can do at your end re Eero 6?

Thanks, 
Gav

[Chris-TalkTalk]

Hi Gav,

The profile issue only applies to customers on City Fibre circuits. Could I just ask, have you spoken to someone from our complaints team today?

Chris

[Banter]

Yes it does

Gav

[Banter]

Hi, 

Still waiting to hear back from you guys.

I can get internet direct with ONT with PS5 and ethernet cable. 

BT Openreach installed FTP on Monday this week and tests were fine on the line. All green lights on ONT.

Eero 6 solid blue LED. Can't connect to internet - no external IP address.

Is there a fibre profile setting or something at Talktalk's end, as seems have been the case with similar cases in the community here?

Please help thanks as this is a new rental property and I can't get it on the market without internet access. 

Cheers, 

Gav

[Anonymous]

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 

@Anonymous 

[Anonymous]

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.