WAN IP ADDRESS FAILURE ON EERO SET UP

[LiamG7]

 

Same problem as everyone else with same subject.

Countless conversations on chat and some phone. Repeated diagnostics, Openreach sent to resolve, claims (texts/emails) to have resolved but same issue in the app failing at the wan ip address.

Any actual help would really be appreciated…

[Karl-TalkTalk]

Hi

just the standard number then ask for then ask for the Loyalty Team.

Thanks  

Karl. 

[LiamG7]

Ok thanks. 

I’ll try them. 

is there a direct number for the team to save being bounced around…?

[Karl-TalkTalk]

Hi

If the available offers within My Account  are not suitable you would need to speak with the loyalty Team directly to agree new offers or see if they can offer any discounts to accompany the offers.  The discounts and offers they have do change, and they will have some discounts available that are not always published, that they can offer.

Thanks  

Karl. 

[LiamG7]

Hi Karl,

It’s not great having to get in touch again or re-adding myself. 

I was told that it would be sorted and everything fixed as per my original order. 

I’ve taken a look but adding manually now doesn’t equate to the offers when I signed up (the only reason I opted for TalkTalk…). This is why the back end team/customer service team were meant to be sorting it, to make the appropriate account/billing adjustments.

Regards,

Liam

[Karl-TalkTalk]

Hi LiamG7

I can see Netflix is showing as Active now, so that should be working.

The NOW TV options are all showing as cancelled as they should due to not being activated in time, so you can re-add NOW TV options from My Account  directly or you can give our loyalty Teams a call directly to see if they have any NOW TV discounts or offers available, and once added you should then receive an activation email.

The original stuck orders have been cleared.

Thanks  

Karl. 

[LiamG7]

I did eventually get help yes. It took a lot of hoop jumping but got there eventually on the Internet front!

New router didn’t matter. Engineer had to contact a team that deal with ONTs. They had to force something through and then I could complete the eero setup steps in full.

i did the same re: a thread when first on the forum. Once setup the support on here was really helpful on getting things moving. Goodluck!

[KeithFrench]

HI @ilhaamwil 

This one is still ongoing at the moment. However, if you want help to get yours sorted, you cannot use someone else's thread. The cause of the problem could be different to this one & needs investigation. If you want to @mention me into your new thread, I will pass it over to TalkTalk to get it resolved.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

[ilhaamwil]

Hi Liam

i hope you’re well.

I'm currently experiencing the exact same issue and now have to go another weekend with no internet connection, and as you mentioned it’s extremely difficult when you work from home.

Can I kindly ask you to share if you ever found a solution? My new eero box only arrive Thursday next week and I’m honestly not sure I’ll be able to survive that long, I may just cancel before that as I’m not convinced the new eero will work? As you mentioned, when I connect my laptop straight to the openreach modem it doesn’t recognise it - this lead me to believe the problem was with openreach.

I hope you see this and are able to share some kind of solution 

[LiamG7]

Hi Karl,

No update from back end team and still no Now TV/Netflix sorted.

The call yesterday was only relating to the internet. 

Can you see if it’s any closer to being sorted at all?

I don’t understand why it’s taking so long to remedy…

Would appreciate any further help you or the team could offer.

Thanks!

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[LiamG7]

Thanks for taking a look Karl and for the clarity. 

Appreciate the help. 

[Karl-TalkTalk]

Hi Liam

If the services are not activated after 5 days, the system should automatically cancel and these can then be re-added. This is not happening as the original order for early march is still open and looks to be stuck.

I've raised a ticket to back office teams requesting the order is manually moved to a complete state to allow further action on the account.

The call you received was from our complaints team and looks like they have another call booked in for 4th April, so they will get in touch again to progress. By that time, the back office teams should have completed the stuck order so the teams can remove any NOW / Netflix options then re-add the correct options.

Thanks  

Karl. 

[LiamG7]

Still no Now TV/Netflix etc activated. People I spoke to today weren’t able to help, only escalate further?!

They initially just seemed to repeat what I’d been told before - backend team need to sort activation and amend billing accordingly as offers have been withdrawn??

So, end of this week will be a fortnight since I received the welcome/activation email.

I’m not sure why this issue is now taking so long to resolve.

If you could get a clearer picture of what’s going on and why it’s taking so long to resolve, it’d be appreciated as it’s like ground-hog day on the phone unfortunately…

[LiamG7]

Yeah figured as much but stuck a reply on anyway. 

Thanks for the heads up all the same.  

[Gliwmaeden2]

Staff are not on here at weekends, @LiamG7 and mostly not back over the Bank Holidays. 

[LiamG7]

Hi Michelle, 

Any update from Karl.

i missed a call yesterday but not sure if this might have been Karl or Broadband follow-up…

[LiamG7]

Thanks as ever Michelle.

I’ll await news on getting Now TV up and running. 

[Anonymous]

Hi Liam,

I'm glad to hear that you're back online and thanks for the update. In regards to the TV activation issue, I will ask my colleague Karl, who is our TV Expert to take a look at this for you.

Thanks

Michelle

[LiamG7]

Hi Michelle,

engineer has been. 

I’m online! They worked in tandem with a team that deals with ONTs.

They had to force something through the ONT as they could see that the internet was running up to the ONT at the house but then not passing into the eero (i determined as much already in though feedback on here and running the ipconfig etc whilst plugged directly into the ONT).

anyway, once the ont specialist team (I don’t know their name) did what they needed to, the eero could finally establish a connection.

now I just need to hear back re: my now tv activation as there’s no sign of it following the initial email which failed. 

there’a supposed to be a team sorting it but not heard anything since last week… so getting there but not quite up and running in full.

Appreciate all the help up to now from all on the forum. 

[Anonymous]

Hi Liam,

My colleague has advised that they can see that an engineer visit has been arranged and that they will be contacting you today.

Thanks

Michelle