WAN IP address failure on Eero set up

[cathymonty2]

City fibre came and installed our fibre box this morning and left when 4 green lights came on. They connected the eero 6 and we downloaded the eero app. My phone can connect to the eero when running through set upon the app, but fails during set up and says eero can’t connect to the internet. There is an exclamation mark next to WAN IP address. 

Called the support team and was passed around 4 departments and explained my problem to each in turn. Turned the modem/router off multiple times and retried. Got cut off from 2 hour phone call. Tried online chat. Explained situation again and they said my account wasn’t activated, but they activated it now and the problem would be solved (actually despite us receiving the eero 6 from talktalk after signing up online, and talktalk sending city fibre to us to do the install, talktalk so not actually have a record of us as customers and we don’t exist on the system, but they say that isn’t the problem). Anyway, the “activation” did not solve the problem. Got disconnected from that chat and had to them explain the whole thing to another person who said there’s no problem their end and they will try and get a resolution in 72 hours and then I can call back if I still have a problem. I honestly can’t face another frustrating 4 hours of repeating myself and I can see this is a common problem so wondered if anyone else has a fix please! Thanks in advance. Cathy 

[cathymonty2]

Hi Chris, 

Have powered off and will restart again in more 15 mins. In the screenshot under ethernet connection: 

Connection-specific DNS Suffix and Default Gateway are both missing, yet there are values for Link0local IPv6, Autoconfiguration IPv4 Address and Subnet Mask. I think this means that data is coming in to the ONT, but there is no ISP to provide/convert it to output. Is this because the service is not activated? 

Thanks, 

Cathy 

[Chris-TalkTalk]

Sorry, I can't make out the details in the screen shot. Could you switch the ONT and eero off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

[cathymonty2]

Hi Chris, 

I tried this. There is no network connection. So I opened the command prompt on windows and ran ipconfig. The ethernet settings show that there is data coming in to IPv4 and IPv6 suggesting that we have internet to the modem. However, both of the DNS fields are empty which (in my very limited understanding) is an ISP issue and not an issue with internet getting to the ONT? Please see attached screenshot. 

Thanks, 

Cathy 

[Chris-TalkTalk]

OK thanks. Could you connect a device directly to the ONT with an Ethernet cable bypassing the Eero, and check to see if you can then connect to the Internet

Chris

[cathymonty2]

Hi Chris, 

Number 3. All 4 lights are on if I have the eero plugged in too, or just 3 if I unplug the eero from the ethernet cable. 

Thanks, 

Cathy 

[Chris-TalkTalk]

Thanks for the information. Could you give me your house number and tell me which lights are on on the ONT

Chris

[cathymonty2]

Hi Chris, 

Apologies, I have now added some context to the private notes box on my profile. 

Thanks, 

Cathy 

[Chris-TalkTalk]

Thanks Cathy but could you also add your order number or account number to the private notes section so that we can locate you on our systems

Chris

[cathymonty2]

Hi Chris, 

I’ve added contact details to my profile (I think). 

thanks, 

cathy 

[Chris-TalkTalk]

Hi Cathy,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact 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

Chris