full fibre activation/connection problem, help please

[ypwlng]

Hi - I upgraded to Full Fibre 500. 

• OpenReach installed it on Monday. 
• However it would not connect to the internet at all
  • ONT - all 3 green lights OK
  • The Eero Pro 6 is unable to obtain an External IP Address
  • My existing 3rd party router - also unable to obtain an External IP Address
  • pinging 79.79.79.79 from my own router - no response
  • Done the 'turn the ONT off for 20 minutes', etc
• Initial problem seemed that TalkTalk had not activated the full fibre on their end
• Now TalkTalk have activated the full fibre (Wednesday) and I can also see the Fibre Plan on my account login
• But it still does not connect to the internet
  • ONT - all 3 green lights OK
  • Eero - still unable to obtain External IP address
  • same with my own router
  • pinging 79.79.79.79 from my own router - no response
  • Done the 'turn the ONT off for 20 minutes', etc
• OpenReach engineer sent out (Thursday)
  • confirms that the set up is all good in the OpenReach network, data transmission is happening both ways
  • says that there is an authentication issue with the router
  • sends an email to TalkTalk back end office, and advises we contact TT again
  • (he also tried my previous TalkTalk router - I was previously on g.fast)
• TalkTalk helpdesk now saying
  • they will send me a new Eero, with an upgraded firmware
  • explaining that it requires an initial connection with the Eero, and thereafter I can use my own router

The above will all be fine, if that is the issue.  But it doesn't make sense to me.

1) other people have reported using their previous router without opening the Eero box at all

2) from networking perspective the above doesn't make sense to me.  What is so special about the Eero doing an initial connection to make TalkTalk open the line?  Is it not a matter of someone authorising the connection with my house ONT?  That is how I interpret what the OpenReach engineer said, rather than 'faulty Eero'.

I shall of course continue to work through with the TalkTalk help desk, and contact them again once the new Eero arrives.  I suspect however it will be the same problem - therefore I am hoping somebody here has some information that I can tell to the TalkTalk help desk so they can address the issue directly.

EDIT: to clarify I intend to use my own router once all is working.

EDIT/UPDATE: for information - the Eero was not required to connect - my existing router established the connection without my intervention as soon as the Full Fibre was properly activated by TalkTalk

Thank you

[Michelle-TalkTalk]

Hello,

As far as I'm aware no changes were made, however I do appreciate the coincidence of the timing of my last post. Please let us know if you do experience any further issues.

Thanks

Michelle

[ypwlng]

Thanks.  I would like to know what the problem was and which department solved it.  It may be helpful for other customers.  It would also be helpful for you to feedback to the help desk so they can help other customers faster.  I have spent many hours on the live chat.

Was this going to happen anyway or did your intervention make it happen?

I am grateful anyway that it is working.

[Michelle-TalkTalk]

Hello again,

My colleague has just come back to me and advised that everything looks ok from our side. I'm glad to hear that the connection is now working for you.

Thanks

Michelle

[ypwlng]

Hello.  If you were doing some configuration then something good happened about 8.21 and there finally seems to be a connection.  Without the Eero even!

Please let me know when all is completed/tested.  Then I can give the good news to the kids.

[Michelle-TalkTalk]

Hello,

Thank you. I'm just taking a look now and I will post back as soon as I have an update.

Michelle

[ypwlng]

In browsing this forum, some people have mentioned getting TT/OR to rebuild the line or full reset for the line?

[ypwlng]

Done

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Could you also add your Account number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle