No External IP Address / City Fibre / Eero Pro 6

[Domalon]

Like quite a few people on here, I have issues getting connected to my Full Fibre internet connection.

• City Fibre Installed ONT
• 3 green lights - Service Light is off
• Eero Pro 6 shows "No External IP Address" error
• Have tried 2 other Eeros that show the same error
• Have plugged laptop directly into ONT with ethernet cable and no connection

I registered a line fault with TalkTalk several days ago, but honestly I do not trust them to get back to me any time soon, so I am hoping someone here can assist.  Maybe @Chris-TalkTalk as he seems to have fixed this issue for a few customers.

[KeithFrench]

Just for anyone else who posts on here. There is an easy solution, create a thread and ask the TalkTalk staff on here to make sure that your CityFibre connection is using the correct profile for an Eero.

[Domalon]

Hi,

TalkTalk couldn't solve this issue, however I solved this by cancelling my contract and moving to another ISP. Bought my own router and sold the Eeros on eBay.

If your situation is like mine, you'll be troubleshooting for weeks getting ping ponged between Talk talk, Eeros and cityfibre.  If you're within your contract grace period buy a router and see if that solves your issue. If not then try another ISP.

[ferguson]

@Anetajes1 

Please start your own topic and the support team will be happy to help. 

[Anetajes1]

Hi, I have the same problems with the eero 6. I spent many hours last week chatting with Technical Support Team. And ...nothing. It still doesn't work. Is there someone, who didn't have this problem with the eero? Just connected and had internet? I don't think so. Who knows exactly what to do to fix it? 

[Karl-TalkTalk]

Hi

i've asked our network teams to take a look at this,

Thanks  

Karl. 

[Domalon]

Hi,

I was not able to obtain a connection after trying this.

[KeithFrench]

It is often useful to put your ONT's serial number in the private notes section as well.

[Karl-TalkTalk]

Hi

All tests are clear and we are showing an assigned IP address here.  Can you power off the ONT for 30 minutes to reset the session, then try connecting your laptop directly and see if this will obtain a connection ?

Thanks  

Karl. 

[Domalon]

Hi,

My FTTP order number is already in my private notes section of my profile.

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay and also to hear this.

Can you please update your community profile to include your:

• TalkTalk Telephone number/FTTP order number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

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.