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.

[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. 

[KeithFrench]

Some people have said on other threads in the forum that the ONT's serial number needs uploading to a (presumably) TalkTalk system. I have no way of knowing if this is correct though.

[Will2126]

Just to update this thread. After another 3hrs on the phone to Tech support and eventually being passed over to an account manager I still have no Internet and no one is any the wiser as to why. The account manager has organised for a Talk Talk engineer to come out tomorrow Sat 6/5/23 between 12 - 3pm. I will update progress once the engineer has been.

[Michelle-TalkTalk]

Hi,

Apologies, I don't have a direct number that I can provide for this team. This is the team that we use for internal escalations.

Thanks

[Will2126]

Is there a phone number I can contact them on. Sorry but I want it sorting as so far I have not had any help whatsoever and feel reluctant just to keep waiting around. I would much rather speak to someone now about it so is there a phone number I can contact the faults team directly on. As I really don't want to ring tech support again if the faults team are a seperate department from the faults team. If they are the same department then I will ring them now. 

[Michelle-TalkTalk]

Hello,

The team advised that they will look into this so I'm hoping to hear back soon. It's possible that they may contact you directly.

Thanks

[Will2126]

How long will that take and is there a phone number that I can speak to the faults team on. I am presuming they are seperate than the tech support on the phone. It is now a week with no Internet and really need it sorting ASAP as my son and daughter have A Level coursework to complete and revision for their final exams which are coming up and we are all running out of Mobile Data fast. 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've passed this over to our faults team now and will post back as soon as we receive an update. It's possible that the team may also try and contact you directly.

Thanks

[Will2126]

Just to update this thread. I am now at my wits end as no - one can or seems to be able to solve this problem. Openreach Engineer came on Tuesday and nothing wrong with the line the ONT has a good feed but nothing coming out of it, he said there must be a fault or wrong setting on the line configuration which Talk Talk control. After 3hrs on phone on Tuesday and multiple 20 minute resets was told had faulty Eero. New Eero arrived today and surprise surprise still not working as no External IP address. Phoned Tech support and they have basically not got a clue and bang on 8pm hung up on me as it was hometime. Very poor customer service. I will be back on phone at 8am and someone needs to get my internet connected. I cannot believe that so many customers have the same issue yet no one knows how to fix it. It is an absolute scandal and very poor. We are just meant to waste our time for hours and hours on the phone with no solution just keep resetting everything for 20 mins. SOMEONE PLEASE HELP!!!

[Chris-TalkTalk]

Hi Will,

I've replied to your PM

Chris

[Will2126]

Hi

Still no joy. Tech support on phone trying to tell me it is a faulty Eero bit if I connect another device directly to the ONT box there is no Internet coming through. The Openreach Engineer has said it is something to do with the line configuration and has nothing to do with the equipment. Tech Support have now said I have to wait 2 - 3 days for a new Eero to be delivered before they can go any further. But that won't solve the problem if there is no Internet coming out of the ONT. Surely someone can help me and someone can sort the line configuration out.

[Will2126]

Hi Karl,

Openreach just been. Nothing wrong with line as I stated. Still no Internet and still no external IP address is the fault. Openreach Engineer has said it is something to do with the line configuration which Talk Talk are responsible for and should be able to fix. The ONT is getting Internet to it but nothing coming out of it so that part is down to Talk Talk. I am currently on the phone to Tech support at Talk Talk who haven't got a clue. Is there any help you can give me. I am now losing my temper as we just keep going around in circles and not getting anywhere all I get out of them is to power down for 20 mins then switch everything back on and ring them back after 20 minutes. I am now on another 20 minute power down and have to call back at 10.40am. Over 5 hours of phone calls so far and still no Internet after 4 days, 2 engineers ( 1 to put the fibre line in and 1 to check it today ) and no one seems to know what the problem is just keep switching off and back on again. Surely someone knows how to set the account / line configuration up properly somewhere within Talk Talk. If not then you shouldn't be offering the service until everyone is trained up on how to set everything up properly. It is getting beyond a joke now and that is from a customer who has been with Talk Talk for a lot of years.

[Karl-TalkTalk]

Hi

OK, report back here as soon as the engineer has been so we can follow up on this.

Karl.

[Will2126]

Hi Karl,

I will await the Engineer tomorrow and see what he says.