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Support?

So I had a problem tonight with my eero going on and offline.  I tried the typical reboot process but still same results.  I opened the app and clicked the "Call Support" link and placed the call.  When I got connected the recording stated the Support Center was closed and to try again during normal business hours.  The recording then proceeded to tell me the normal hours were 7AM to 7PM Pacific Standard time.  Considering I am calling from the East coast this should translate to 10AM to 10PM EST.  So if I am calling at 8PM EST why would the support center be closed?

Anyone else experience this?

3 replies

    • eero Community Manager
    • Jeff_C
    • 6 yrs ago
    • Official response
    • Reported - view

    Hi jalcala —

    Sorry to hear you are experiencing an issue with your eeros.

    Due to the inclement weather and unsafe road conditions in Texas, we closed our support office at 3pm PT to ensure everyone was able to get home safely. We published these updates hours on social media and our help center, however, we apologize that this wasn’t updated with the voicemail.

    As for the issue you are experiencing, I’d be happy to help. If it does require tech support, you’ll have to give us a call again tomorrow or start an email to submit a ticket. But first, let’s see if we can get to the bottom of it.

    Based on the issue you are experiencing, is there any chance you are currently having an ISP outage? If not, could you share what you are currently seeing in the app?

      • jalcala
      • 6 yrs ago
      • Reported - view

      Jeff C. Yeah updating the recording would have explained it.  I also did not see any notice on the support website referencing a closure as well.

      As for the issue I think i resolved it.  From what I can tell it appears one of my eero's was trying to communicate via wireless, instead of wired, to the main eero.  In doing so it was causing the main eero to lock up as the two were "channel surfing" as to which channel to communicate on.  I called my ISP and they could see the chatter and errors occuring on their end and this helped me to resolve the issue.  I will continue to monitor over the coming days and see if the issue happens again.

      • eero Community Manager
      • Jeff_C
      • 6 yrs ago
      • Official response
      • Reported - view

      jalcala The hours can be found at the bottom of support.eero.com , as well as from the article listing various ways of getting in touch. I’ll take a look and see if we can add any sort of notification bar in the future.

      I’m happy to hear you were able to get the issue resolved. Please don’t hesitate to reach out should the issue pop back up.

Content aside

  • 6 yrs agoLast active
  • 3Replies
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