Urgent support connecting required

[MissLucinda99997]

City fibre came and installed our fibre box this morning and left when 4 green lights came on - they tested and checked everything and said it was working fine. They connected the eero 6 and we downloaded the eero app. I've followed the instructions and the app on my phone can find the Eero, but fails during set up and says eero can’t connect to the internet. There is an exclamation mark next to WAN IP address. I've called Eero who said it's not an issue there end as the router is working fine. The engineers kindly came and gave us a standard TalkTalk router and that's not working either. Spoke to 3 different people at TalkTalk who all claim there's an error on the line but the engineers have confirmed it was all working fine. 

I've already missed a day of work due to this, can anyone help? I'm desperate. 

[MissLucinda99997]

Yea I had fibre 65 at my old address and always worked fine. Just moved into the address listed on my profile yesterday and an engineer from City fibre came to install everything as we upgraded to 150 fibre, they tested and said its all fine their end but no matter what router or Ethernet we use we cannot get Internet. On Eeros it can pair with the device but then says it cant connect to the internet as it fails on the 'External IP adress' part

[Chris-TalkTalk]

Thanks, have you recently moved house?

Chris

[MissLucinda99997]

sorry I couldn't find where you meant as I am having to do this from my phone so have added that information to the same line as my account number

[Chris-TalkTalk]

Thanks but could you also add the first line of your address and post code to the private notes section of your community profile

Thanks

Chris

[MissLucinda99997]

I've dropped my account number in the 'Talktalk number' field as I do not have a landline

[Michelle-TalkTalk]

Morning,

Can you please update your community profile to include your:

• TalkTalk Telephone number or Account 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

Michelle

[MickyB93]

It was Openreach in my case as they own the infrastructure. I guess in your case its Cityfibre but could still be the same problem.

It's basically a behind the scenes form that has your data in that talktalk send to the provider in mycase it was Openreach. The form was incomplete just had 0's in some of the boxes. As this was incomplete it wouldn't auto generate an IP address.

If you get the phone number for complaints ask for Nara. He delt with mine. So will hopefully remember.

It was hard work getting it through to the correct team and I can't remember what they were called. It took ages in my case as no one had any idea. 

[MissLucinda99997]

This is really helpful thank you! By Openreach is that the same as City fibre? Do you mind me asking what information was missing - I don't even know if I have the account you're talking about so want to make sure I phrase it the right way so they don't get confused and miss it! 

[Gliwmaeden2]

Staff will reply during the day, @MissLucinda99997.

They are more likely to reply sooner than the opening hours for Chat / phone support. 

[MickyB93]

Hi,

I had same problem. My Openreach account had been set up with incomplete information so wouldn't generate an IP address.

It's a behind the scenes tech support job. Literally all they had to do was change some data and it generated an IP address.

Raise a complaint through live chat or phone so you get a case manager.

Once you have a case manager get them to pass it on to the fibre tech team. Can't remember what they are called. But it's down to talktalk. 

Eero will say everything is right at there end and open reach will say the same. Its just incorrect data not allowing for an ip address to be generated.

India can't help and all needs to be done with the UK team

[bigkenny]

Hopefully one of the TT staff will see this thread soon and sort it out for you as it seems not much you can do now yourself

[MissLucinda99997]

Cityfibre did all their tests and said its working fine from them,keep speaking to talktalk but they claim its fine too... no idea what to do or what this might be

[bigkenny]

Then it’s the immortal words "Houston, we have a problem" Its up to Openreach/City fibre to sort this bit out from/to the ONT if signal is ok its TT problem

[MissLucinda99997]

On my laptop it says 'Connected without internet' - same on a second laptop we tried

[bigkenny]

The ONT box that has been installed connect the cable a  RJ45 Ethernet cable to LAN port on say a laptop and see if you get internet if you do that side is OK your getting internet from outside ok