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.

[Grasshopperaggy]

Thankyou so much. Helps when you have some knowledge to give them. I will try and either get talk talk or contact openreach directly to get someone out to do a full reset.

[Grasshopperaggy]

Thanks Keith done

[Will2179]

Hi

Sorry I had to open a new talk talk community account as I left talk talk after all the problems. After weeks of going around in Circles Openreach finally cured it by resetting the line. It took literally 5 minutes to do but weeks of going through Talk Talk tech support and different engineers coming out on nervous occasions. All it needs is a full reset of the line done by whoever supplies your line to Talk Talk. In my case it was openreach. I really feel sorry for you as it was weeks before it was eventually sorted and literally 10s of hours on the phone trying to get it resolved. I would get Talk Talk to send an engineer out and when engineer arrives ask them to do a full reset on your line. Hope you get it fixed soon

[KeithFrench]

Thanks @Gliwmaeden2 

[Gliwmaeden2]

@KeithFrench, Grasshopperaggy has already begun their own thread. 😀

[KeithFrench]

The first step @Grasshopperaggy is to create your own thread.

If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

[Grasshopperaggy]

I found this out today. Its like going round in circles. New reset a router so many times.

[Grasshopperaggy]

Did you get this fixed. Desperate to find out how to solve the problem 

[Grasshopperaggy]

Hi. I have the same problem.  What was the solution

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. Please let us know how you get on today.

Thanks

[Will2126]

Just to update this thread as I haven't updated it for a few days.

I am now liaising with the senior IT / Tech department at Talk Talk. Another Openreach Engineer visited on Weds 10/5/23 and still no Internet. Openreach are saying it is Talk Talks issue and Talk Talk are saying it is an Openreach issue. I am currently communicating with a chap called Colin at Talk Talk. Another more specialist Openreach Engineer is due out on Monday 15/5/23. This will be day 17 with no Internet by the time the Openreach Engineer visits. I have now signed up with BT who will be taking the line over on 23/5/23 on their Hybrid system so if anything like this ever happened again then at least I will still get some Internet in the house by using their Hybrid system which provides a mobile 4g Internet provided by EE in the house and so will always have an Internet connection if the main line ever goes down. BT have also provided their Fibre 500 package cheaper than Talk Talks 150 package so it makes sense to switch. If only Talk Talk could invest and team up with a mobile network in their Internet services to provide a similar Hybrid system then all the stress of the last 2 weeks would of been avoided as at least I would of had some Internet being provided. I have signed with BT for 24 months so at the end of that contract I will then see what options are available and may be back with Talk Talk at that point should the services of improved. But for now after many years the time has come to part ways. Hopefully Talk Talk will of at least resolved my issue before the switch over date and at least then should it happen again to another customer in the future at least someone at Talk Talk will know what the fault was. I will update on Monday 15/5/23 after Engineer number 6 has visited ( 4 x Openreach and 2 x Qube ).

[Karl-TalkTalk]

Hi

OK, thanks for letting us know.

Karl.

[Will2126]

IT specialist from Talk Talk has just called me. He has now gone away to investigate the issue and I now have to wait for an update which should be by no later than 0930 - 10am tomorrow morning. I will wait until this update before I make the decision as to whether or not I remain a Talk Talk customer.

[Karl-TalkTalk]

Hi

Thanks for adding this.

I've checked the serial number matches, the ONT reference matches between our system and Openreach, the SVLAN and CVLAN details also match up with the order on the openreach system. 

So all the obvious details are showing correctly.

We can see what our fibre teams advise as the next option when they call.

Karl.

[Will2126]

@Karl-TalkTalk ONT serial number now on my private notes. 

[Karl-TalkTalk]

Hi

Glad to hear our loyalty colleagues are arranging a callback for you.  

Can I ask you to add the serial number of your ONT to the private notes section of your 'Community Profile' so I can verify the details match our system here.

Karl.

[Will2126]

Just to update this thread.

I have just had a call with the loyalty team. I have made it clear to them that something needs to be done by 4pm today or I will be cancelling my Talk Talk services and going with another provider. They have promised me someone will call me within an hour. This really is the last chance now to get this issue resolved. The clock is now ticking.

[Will2126]

Don't worry if my issue isn't resolved by 4pm on Monday 8/5/23 then I will be cancelling and will have to sadly leave Talk Talk after many years. I need the Internet on for my Son and Daughter to revise for their A Levels. With BT's Hybrid system they can have me online within 48hrs using their Hybrid box whilst waiting for the broadband to become active.

Monday will be 10 days since my go live date and haven't had a drop of internet in them 10 days. I feel really let down by Talk Talk after so many years of being with them.

[Gliwmaeden2]

Yes, spell that out, @Will2126. It can still take a while for them to sort out the billing / refund etc.

Note the time, date etc of the call.

You have to cancel by phone, not Chat. 

03451 720088 opens at 8am for Future Fibre, but otherwise 9am for other departments, so billing /cancellation might not be open first thing.

[Will2126]

As it is a New Contract I am within my 14 days cooling off period still of my go live date so there should be no issues cancelling. I just cannot carry on like this and the customer support / Tech support has been shocking.