No external IP on Eero router talktalk / cityfibre

[SimonRd]

Hi, 

i had fibre 900 installed yesterday - since then i still havent been able to connect to the internet

i have 4 lights on the ONT anda blinking blue light on Eero.  when i try and connect i get an error saying no external IP 

Thanks 

Simon  

[Michelle-TalkTalk]

Good afternoon,

I've just seen your post. I'm really glad to hear that everything is now working ok.

Michelle 🙂

[Karl-TalkTalk]

Hi

Glad to hear that this has been resolved for you.

Regards,

Karl. 

[SimonRd]

seems to be sorted now - the wrong port attached at the  exchange was connected

@Michelle-TalkTalk  Thank you for the help 🙂

[SimonRd]

Hi, 

thanks - hope they can get it sorted 

Simon 

[Michelle-TalkTalk]

Hi Simon,

Thank you. The last update I received was that CityFibre were still investigating and should be coming to the property if required, but they will contact you directly if it's needed to arrange this.

Thanks

Michelle

[SimonRd]

Hi,  yes i found a text message from them this morning

[Michelle-TalkTalk]

Morning Simon,

I'm sorry for the delay. Can I just confirm that the team made contact yesterday afternoon? 

Thanks

Michelle

[SimonRd]

just to let you know - no one has contacted me - i have reset the ONT again and have retired but still getting the same no external IP error. This has now been 8 days since i had it installed.  

[SimonRd]

Hi, 

thanks for the update 

Simon  

[Michelle-TalkTalk]

Morning Simon,

I can see that my colleague is still chasing this for an update and there is a callback to contact you this morning with an update.

Thanks

Michelle

[SimonRd]

ok thanks 🙂 

[Michelle-TalkTalk]

Hi Simon,

The team have just messaged me to advise that they waiting for appointment dates from CityFibre for an engineer visit and they will contact you ASAP as soon as they have the dates available.

Thanks

Michelle

[SimonRd]

any updates on this?  

[SimonRd]

Hi,  

its not your fault - sadly this has now been going on for a week 

[Michelle-TalkTalk]

You're welcome. My apologies that this hasn't been resolved as yet.

Michelle

[SimonRd]

thank you

[Michelle-TalkTalk]

Hello,

Thanks for re-trying this. I've re-escalated this back to the team and will keep you updated.

Michelle

[SimonRd]

Hi, 

i unplugged the ont for 30 mins, retried - no external IP
i restarted the router and tried again - No external IP
i tried connecting directly to my laptop via the network cable  - No external IP 

Simon 

[Michelle-TalkTalk]

Hi Simon,

Ok thank you for confirming. If the 30 minute power down of the ONT doesn't work then I'll contact the team again to let them know.

Michelle

[Michelle-TalkTalk]

Hi Simon,

The team advised that they have made a change to a profile. Is your connection still not working at the moment please? What did the text advise?

Michelle