No Exteranal IP Address for Eero6

[Will2126]

Please can someone help urgently. This seems to be a common problem and the solution seems to be down to the Line Profile that no one on the phone at Talk Talk can understand. They are booking engineer visits and I know the line is working as Openreach tested it when it was installed. If anyone can help me ASAP that would be helpful as I have no Internet and need it on for my son to complete his A Level coursework. The Eero6 just keeps saying No External IP Address. The light on the Eero 6 is Blue and there are 3 solid green lights on the open reach ONS box.

[Karl-TalkTalk]

Hi

I'm showing there is no authentication here, and with this type of scenario, it will usually require an Openreach engineer, so we can see what the engineer finds, and we can then liaise with our Full Fibre Teams from here to get this resolved for you.

Regards,

Karl. 

[Will2126]

Hi Karl,

Thanks for coming back to me. My concern is that there is nothing wrong with the line and it has something to do with the line set up. It hasn't worked since the line was installed. Openreach checked the line and was fine from their point of view on Friday when they fitted it and they insisted the fault lay with TalkTalk as originally Talk Talk hadnt switched my account over or activated the fibre on my account. I will wait for the engineer to come tomorrow but I am not happy as surely the line should of been activated before the engineer left on Friday when it was installed so it could be checked working before they left but Talk Talk didn't switch the line on / swap my account over until 3 hrs after the engineer had left and still no Internet coming through it.

[Karl-TalkTalk]

Hi

A profile change is only applicable for City Fibre circuits, not Openreach as in this case, so not something we can do.  If the engineer is due out Tuesday, lets see what his findings are and then we can take it from there.

Karl. 

[KeithFrench]

I will ask them to deal with this for you, please make sure that your Community profile is up to date.

[Will2126]

Done all that. Got an engineer booked for Tuesday but looking at a lot of previous talk talk customers with the same problem it needs the line profile changing by talk talk which the representatives on the forum seem to be able to do quite easily but the ones on phone and online support in the call centres haven't got a clue how to do it. Hence why I have posted on here and hopefully a representative will be in on Monday on here. The openreach engineer who installed it yesterday tested the line and their equipment and all was OK and the fault lay with Talk Talk not setting the line account up properly. 

[KeithFrench]

There can be various causes to this problem. Have you tried power down the ONT for at least 30 mins. Then try connecting a wired PC if you have one, directly into the ONT in place or the Eero. Does that work?

If it is still the same then it might need an engineer to site to upload the ONT's serial number to the network.

There are no TalkTalk staff available on this forum this weekend and a small number are in on the bank holiday.

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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, if you want help via this forum, please make sure that your community profile is up to date. It needs to include your first & last names, account number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click 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.