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

That sounds promising.  Monitor over the weekend to make sure there are no issues, and we can then consider the matter resolved for you.

Thanks  

Karl. 

[sanshiro91]

The Engineer just visited and performed a basic lift and shift which appears to have resolved the problem. He first spoke to tech support to confirm the line build status, which was all fine. 

[Karl-TalkTalk]

Hi

Please let us know what happens after the engineer visit today, and then we can escalate if needed.

Thanks  

Karl. 

[Grasshopperaggy]

Hi. Yes mine was resolved thanks to will , who saved me weeks of waiting and long  phone calls, but no thanks to talktalk who had me check my router light 50 time and reset it. 

[sanshiro91]

Thank you, I will try this and let you know how I get on!

[Will2179]

Hi

My problem was resolved after a long time which then helped Grasshopper to have his fixed. If it is the same problem which it sounds like it is then Openreach do need to fix it but getting to that point is a nightmare. If you mention to the Openreach Engineer that comes out to call his Tech line and tell them to see if there is any traffic coming down the line. Openreach will need to rebuild the line if it is the same fault but be prepared that at first they may say it is a Talk Talk issue and Talk Talk will tell you it is an Openreach issue. If it is the same fault it took me weeks and several Engineer visits before it was rectified. It literally took 5 minutes to rectify once they listened to me and rebuilt the line.

Hope this helps and please do let me know if they fix this.

[sanshiro91]

Was this issue ever resolved? I am having a similar issue. I received a new router yesterday which is installed but did not fix the issue, and an Openreach engineer visited today and found no fault with the line. Talk Talk support have found the issue is no external IP address is being generated, and they are sending another Openreach engineer tomorrow, but it seems OR won't be able to resolve this and it will require Talk Talk to reset my line profile? 

[Will2179]

Thanks @Grasshopperaggy glad I could help.@KeithFrench I think the problem was in all fairness you just totally dismissed my advice when I had been through the same problem and just locked the thread when I was trying to help. Talk Talk are only responsible for the equipment in the home IE Router TV box etc. Anything to do with the line whether that is an authentification issue or line needs rebuilding etc has to be done by an Openreach Engineer or whoever supplies the line to Talk Talk. This information I got from one of the senior IT Specialists at Talk Talk. Luckily @Grasshopperaggy took my advice and even though Openreach didn't want to do it originally then they did rebuild the line and hey presto as I said 5 minutes later the line was up and running. 

I am no longer going to reply to any more on this thread unless someone else contacts me with the same problem but @KeithFrench in future instead of being critical of anyone else other than you giving advice then listen to what other people are saying who have been through the same situation. Anyone could of told @Grasshopperaggy it needed diagnosing we all knew that but they wanted some advice of what the issue could be as if you had ever been in this situation then it is easier said than done to get it diagnosed. I went through 7 Openreach Engineers, 1 Qube Engineer, 30+ hours on phone to Talk Talk and a Senior IT specialist to get it diagnosed and fixed so I would of thought my knowledge would of also been helpful for you to use in the future. Instead you didn't like what I was saying and originally locked the thread. This is a community where help is sought and for people who have had similar issues to advise which is all I did.

THE END

[KeithFrench]

I kept saying that it needed diagnosing, what was wrong with that?

[Grasshopperaggy]

Thank you Will2179. Openreach been this morning and rebuilt line. Fibre up and running faster than a call to talk talks help line. Anyone who gets external ip address error in erro while setting up get openreach or whoever to rebuild line might be worth a try.

Thanks for your help @Will2179 and no thanks @KeithFrench for your knowledge and advice. As said before problem solved now 

[KeithFrench]

@Will2179 

If your fibre connection has an error in its authentication, then you will never get an IP address from the network, period.

[KeithFrench]

I appreciate the bad service that you have had @Grasshopperaggy (all of this should be on your own thread anyway, otherwise TalkTalk will not know about it). However, I am trying to help you get this fixed, the TalkTalk staff on this forum are all UK based & do not work from scripts, they are totally different to the service centre. 

If you continue to post on this thread, that belongs to someone else, I will have no alternative but to lock this thread.

[Will2179]

Hi Keith / Grasshopper,

An authentification issue cannot be solved on the phone with Talk Talk. I appreciate your advice Keith but if there is no external IP address it means there is a fault on the set up of the line. The external IP address comes from Openreach. I spent over 30hrs on the phone to Talk Talk going through Authentification issues and in the end I got my case escalated to the top IT specialists at Talk Talk. Everything I have said came from a gent called Colin at Talk Talk and he was very good. Phoned me after each Engineer visit and helped to resolve it. If there is no External IP address then there is no traffic coming down the line. Although I appreciate Keith it may not be the same problem it very much sounds that it is and grasshopper needs a visit from Openreach and for them to fully reset the line. Talk Talk actually told me they cannot fix an authentification issue or anything IP address related.

[Grasshopperaggy]

Well it would be amazing if they did. 

[Grasshopperaggy]

Keith. When you have spent 6 hours talking to 5 different talk talk so called technical advisors and the only option they give you is to turn eeros off for 30 minutes I will take any advice someone who has been through this.  They basically said we can't offer a solution atm. 

[KeithFrench]

Hi @Grasshopperaggy 

The point is that you do not have to find the solution yourself. Wait until Monday and TalkTalk will diagnose the actual cause of your problem and get it rectified, but only via your own thread. 

[Grasshopperaggy]

I see. Thanks. It bad when you have to try and find a solution your self. Oh and thankyou for taking the time to reply.

[KeithFrench]

Hi @Will2179 

Just because that was the cause of your problem, you cannot assume that it will be the same fix for @Grasshopperaggy's connection, it must be correctly diagnosed by TalkTalk. One of the most common causes of the "No external IP address," is an authentication issue and only TalkTalk can resolve this. 

This is the main reason why TalkTalk insist on one thread per problem per customer. The solution to the same basic issue can be different in each case.

[Will2179]

Hi

You will need to go through Talk Talk to book the engineer you can't book Openreach yourself. The problem I had was Talk Talk blamed openreach and openreach blamed Talk Talk. In fairness to Talk Talk it is an Openreach issue as they are the only ones that can fix it as it is Openreach who own the line. If you get Talk Talk to book them to come out to you and when the engineer comes out tell them to phone there help line and to tell whoever they speak to that you have no traffic coming down the line. Once they get this far they will then reset the line. Honestly it is horrendous but hopefully this will help. Let me know how you get on.

[KeithFrench]

Hi @Grasshopperaggy please use the thread that you have already created.

@Gliwmaeden2 has told you that the TalkTalk support team will return on Monday. You need to wait for them & they will get it sorted for you. It could be an authentication issue which they need to sort out. You are TalkTalk's customer which means that you must deal with TalkTalk, you cannot contact OpenReach yourself, or whoever provided your full fibre & ONT.