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]

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.

[Gliwmaeden2]

If they do manage to resolve this, it will likely qualify for automatic compensation, @Will2126. 

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

If you simply leave, I don't think you would get it.

Any unpaid bills can impact your credit rating, so it will be best to pay for now, and claim back a refund later.

If they can't get your service up and running, ensure that you discuss how long you have been without it if you leave. 

It needs to be more than a month of trying to resolve it..... otherwise they charge early termination fees. 

For any of these matters / consequences, post a new thread in the billing section if / when the time comes. 

Must be terrible being left high and dry like this.

[Will2126]

Just to update this thread. Surprise Surprise no call has been received within the 24hrs I was promised. @Michelle-TalkTalk escalated this to the faults team on Friday 5/4/23 and they haven't been in contact. Tech support escalated this on Saturday 6/4/23 but wouldn't tell me who it has been escalated to just promised me someone would be in touch within 24hrs. Just to be clear what fault is and what has happened so far.

1) I have had no Internet connection since Future Fibre was installed on Fri 28/4

2) Fault is no external IP address.

3) Openreach came out on Tues 2/5. External line is working perfect fault lies with Talk Talk.

4) Then told by Tech Support I had a faulty Eero so had a new Eero delivered on Thurs 4/5 fault still exists on new Eero

5) Tech support then sent Qube engineers out on Sat 6/5. Qube Engineers unable to fix even after them speaking to Tech Support for over 90mins. Tech supports options were to either send another Eero out or get Openreach back out. After trying to explain that these options had already happened they still tried to book an Openreach Engineer to come out again. However Openreach wouldn't allow an Engineer to visit as the line test is showing External line is working perfectly and the fault lies within Talk Talk. 

Therefore I am now on day 9 without any Internet or being any closer to this being resolved. 

The ONT is working perfectly and has a good signal coming into the ONT. The Qube engineers connected laptop directly to ONT but there is nothing coming out of it as it doesn't have an External IP address which is issued by the ISP which in this case is Talk Talk.

@Michelle-TalkTalk @Karl-TalkTalk This needs resolving on Monday 8/5 or I will have no option but to leave Talk Talk and switch providers as I cannot have this going on for much longer with no Internet. My son and Daughter have their final A Level exams coming up in next couple of weeks and need access to Internet for revision etc and we are all running out of Mobile Data. This has now gone on long enough and promise after promise of it being escalated within in Talk Talk and someone meant to be calling me to fix the issue and no one does. I have spent over 20hours on the phone to Tech Support, had Engineer visits from Openreach and Qube and several posts on here and so I am not sure what more I can do apart from to cancel my services with Talk Talk unless this is resolved imminently. I know no one is in until Monday on here so I will await a response on Monday before I decide what steps I will take next. My Bill is due to be raised on Monday also and so I will also be contacting the accounts team as I am not paying for something I haven't got.

[KeithFrench]

Not that I can offer any real help, but this is precisely the sort of issue I thought it was. TalkTalk's authentication procedures. I think that @Karl-TalkTalk is in on the bank holiday & hopefully, he might be able to shed some light on this. Why it has taken so long to resolve is beyond me.

[Will2126]

Just to update this thread. 2 Cube ( Talk Talk ) engineers came out and still no Internet. This is becoming a joke now and if not sorted soon I will have no option but to leave Talk Talk after being a loyal customer for years. The engineers spent a further 90 mins on phone to Tech support at Talk Talk. Tech support have no answers and wanted to send another Openreach Engineer out but when requesting this from Openreach then Openreach wouldn't allow an engineer to come out as the line test shows incoming line is working perfect and is a Talk Talk issue. The Cube engineers have said there is an authentification / configuration problem on my account at Talk Talks end. However no one at Talk Talk seems to have access to the line credentials, ONT serial number to see if they match, Security switches that may need turning off which could be causing the problem. So now Tech support have raised the issue internally within Talk Talk and someone should be phoning me before 1pm tomorrow. I am now just meant to keep waiting and being passed around different departments until this is solved if ever. Not even Openreach can help or Talk Talks own engineers. This is really poor service and needs to be sorted. I will update thread again after 1pm on Sunday 7/5/23 if I have had a call from whoever is now dealing with it at Talk Talk. Tech support won't tell me which department it has now gone to or let me speak with whichever dept us now dealing with it. 

[Will2126]

I will ask them. Providing they turn up that is.

[KeithFrench]

It might be worth asking him about the serial number of the ONT.

[Will2126]

Hi Keith,

Thanks for your reply. That may well be the case but the Tech support and everyone I have spoken too at Talk Talk don't seem to have a clue. It is frustrating as with so many people having the same fault you would think the Tech team would be fully trained on what to do. All they keep telling me is to keep resetting everything for 20 minutes at a time. Hopefully the Talk Talk engineer that is due tomorrow will be able to upload anything onto the Talk Talk system.