I had an issue connecting my printer via the network. I finally called support and was taken aback by the fact that tier 1 support had access to my network. that bums me out. like the ring guys checking video feeds from ring doorbells, wonder if eero tier 1 can sit with Wireshark and sniff my network. Of course they'd NEVER do that, right? Does this concern anyone else?
I certainly could be wrong, but I wouldn’t expect that they have that level of access to where they could run packet captures on your network.
They certainly have access to see your eero devices and what devices you’re connecting to them.Reply
There's definitely no way our support team, or even our engineers, can run Wireshark or tcpdump on your network, nor is there any kind of remote access, nor any monitoring of your Internet activity. These would be horrible anti-features that generate a ton of work for the security team to make sure that people aren't abusing that level of access.
Even the data we do expose to customer support is fairly sensitive, so all of our staff are trained on how to use these tools, the importance of privacy, what Personally Identifiable Information is, etc., and we don't use that support data for any reason other than supporting your network.
We're always thinking of ways to further protect customer privacy and we have some neat things planned that we can't talk about yet, but for now we feel good that we're only exposing the information to support staff that's absolutely necessary to help keep your network running if you have any problems.Reply