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on 17-11-2023 10:52 AM
So I've seen this issue a few times on this message board and I have had zero luck with either the call centre or the live messenger. The fixes suggested to me are usually turn it off and back on again. The main issue is that the fibre connection seems to be live, but the eero6 is not able to get an external IP address. I think, from reading other posts, that this is an issue that needs a few settings or permission changes from TalkTalk. It's highly unlikely to be a hardware issue or an open reach issue.
Neal
on 20-11-2023 01:12 PM
OK thanks I've passed this to our Future Fibre team. I'll let you know when I receive an update or they may contact you directly
Chris
Chris, Community Team
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on 20-11-2023 11:23 AM
Hey Chris,
Still no IP address. No Internet.
Neal
on 20-11-2023 08:28 AM
Hi Neal,
Thanks for trying that. No it's not the same issue as that problem only occurs on City Fibre circuits
Could you just confirm that it's still not working and I'll pass it over to our Future Fibre team for further investigation
Chris
Chris, Community Team
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on 17-11-2023 05:16 PM
Hi Chris, same issue. No external IP address. Are you sure this isn't a similar problem to this post:
https://community.talktalk.co.uk/t5/Full-Fibre/No-external-ip-address-eero/td-p/2946730
Here the solution was:
"I've changed the line profile, the profile that you were on doesn't work with the Eero."
on 17-11-2023 03:38 PM
That's fine, whenever is convenient
Chris
Chris, Community Team
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on 17-11-2023 03:31 PM
Hi Chris,
I'll do this shortly. Unfortunately, I am at work and will have to pop home to do this.
Neal
on 17-11-2023 03:10 PM
Hi Neal,
Our provisioning team have confirmed that your service is live so there's no reason for the eero not to connect. Could you switch the ONT and eero off for at least 30 minutes then switch back on and retest - please let us know how you get on
Chris
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on 17-11-2023 02:39 PM
No problem 🙂
Chris, Community Team
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on 17-11-2023 02:38 PM
Thanks Chris!
on 17-11-2023 02:37 PM
Thanks. The order is showing complete on the Openreach poral but doesn't appear to be complete on our systems. I'll ask our provisioning team to take a look. I'll let you know when I receive an update
Chris
Chris, Community Team
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on 17-11-2023 01:57 PM
You should have everything you need at this point. I am worried that at this pace this issue will not be resolved in time for the weekend, where I will need an active internet connection and fear I will not be able to contact TalkTalk support.
on 17-11-2023 01:24 PM
Thanks for answering the security questions, I've sent you a PM requesting a little more information
Chris
Chris, Community Team
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on 17-11-2023 01:18 PM
I've replied to your PM.
on 17-11-2023 11:52 AM
Thanks. I've sent you a PM to confirm some details so that we can look into this further
Chris
Chris, Community Team
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on 17-11-2023 11:28 AM
Done!
on 17-11-2023 11:07 AM
Thanks, could you also add the account number to the private notes section of your community profile
Chris
Chris, Community Team
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on 17-11-2023 11:00 AM
I've just updated all the community info you wanted.
on 17-11-2023 10:56 AM
Hi Neal,
I'm sorry to hear that you're experiencing problems with your service. Can you please update your community profile to include your:
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
Chris, Community Team
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