Latest Software 6.4.0

James Issues with my Arlo wireless cameras since last Eero update. Everything worked fine for over a year until the last Eero update. My Arlo wifi cameras constantly lose connection with Arlo base station. The only way to get them working is to turn off my Eeros and connect Arlo base station to my ISP provided modem/router. Then I turn Eero back on. It will last a day or two and Arlo cameras will drop again. I have to do this every couple of days. The update you pushed has issues. 

Hello jbeauman ,

Welcome to the Community and thank you for reaching out! I do apologize that you are having troubles with your Arlo cameras and would like to assist you in troubleshooting. Let me get a little bit more information from you so we can locate the cause of this behavior.

When you say that you have to connect the Arlo base station to your ISP provided modem/router and then you turn your eero back on, do you have two WiFi networks running in your home? If so, are you able to disable the WiFi on the non-eero network for testing?

It also sounds like you might have your eero network in a double NAT. This could also be causing this behavior as well. Can you confirm if you have a modem router combo or a stand alone modem and if your eero network is in double NAT?

James I'm not sure what double NAT is, but my ISP modem/router has wireless turn on. I just disabled it to see if that helps. 

Hello jbeauman ,

Double NAT is when you have a router behind another router. It can cause all sorts of odd behaviors. But lets test with the upstream router's WiFi turned off like you have it now. It might have just been that the cameras were jumping to the other network. Let me know if the behavior continues.

James t

jbeauman Thanks James. The cameras are already less finicky,, so that may have resolved it. If it happens again, I'll let you know. Thank you!

James Thanks James. The cameras are already less finicky, so that may have resolved it. If it happens again, I'll let you know. Thank you!

TacticalBadger Thanks for posting! I definitely want to get this behavior investigated as quickly as possible. I'll be sending you a message shortly. Follow those instructions and I'll be happy to go from there.

tavihud21 

same story here. I thought I was going crazy. I haven’t thought about internet internet in months because it just worked. We are getting lag and stalling devices all over. I’m here because I noticed it. Buffering, restarting to try to solve to slow downs. I know something is wrong and it’s driving my nutz because these eeros used to just work for years. Something changed and it’s not working to where my wife started noticing 

Hello Kdaddy ,

Thank you for reaching out to the Community. I am sorry to hear that you are having difficulties with your eero network and I would like to take a look and help you get this resolved if you are willing. I'll send you a direct message shortly with instructions on how to get an email to me so I can take a look at your previous support tickets and your network for a better idea on how to troubleshoot this with you.

Hello antojakovljevic ,

If you have not already done so, please give our support a call so we can look into what is going on here. It might be something as simple as a soft reset. I'll include a link below for directions. If you do this on your own you want to soft reset, do not hard reset.

https://support.eero.com/hc/en-us/articles/215473703-How-do-I-reset-my-eero-

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

If you would like to handle this over email please let me know and I'll get you directions on how to get an email ticket to me.

Hello kamewally ,

If you have not already done so, please reach out to our support over phone or email so we can look into this. You can also try performing a soft reset on the gateway and if the behavior continues, then reach out to us. 

https://support.eero.com/hc/en-us/articles/215473703-How-do-I-reset-my-eero-

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

If you would like I can also take a look for you as well. Just let me know and I'll send you some directions on how to get a email ticket to me.

carbonfiberunderpants my issue which had all the same hallmarks turned out to be a rogue dhcp server dishing out dodgy dns. Not sure how eero caches dns settings but nothing was obvious in the settings.

Hello carbonfiberunderpants ,

Thank you for reaching out to us regarding the connection behavior you're experiencing and welcome to the Community! I would like to help you troubleshoot this behavior if you are willing. I will send you a direct message with directions we can use to troubleshoot over email. However, you can also reach out tech support over the phone as well. I will share a link below that will help you identify the best number to call if you wanted to troubleshoot over the phone instead of email.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

Hello walnutchen ,

Thank you for reaching out to us on the Community! Lets start by making sure the eeros are placed optimally around your home. We recommend that eeros be 35-45ft away from any other eeros to start and you can move them closer if they are not getting good connections. After that is done, please read through the placement article to make sure your eeros are not placed in spots that will affect their WiFi signal and also make sure the eeros are placed in areas that will allow them to use their heatsink technology to keep themselves cool.

https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

After that, check the eero Labs features and disable them one at a time and test. This was we can rule out one of the beta features being the cause of this behavior.

Give me an update when you can and we'll continue to troubleshoot.

Hello mgilberties ,

Thank you for reaching out to us on the Community regarding the behaviors you are experiencing on your eero network. I understand having a network that is not working correctly can be quite frustrating. I would like to take a look at your network and help you troubleshoot through this if you are willing. I'll send you a direct message with information on how to get an email to me. When you have time please reach out so I can help you troubleshoot.

Hello chancegraham ,

Most of the time the cause of this behavior has been different in my experience. There are a few things you can try though I'll list some below here and if you're still experiencing this behavior after these tests, let me know and I'll get you some info on how we can go forward with testing.

1) eero placement is one of the most common causes of issues. eeros placed in an area and working fine before might start having problems. This can be due to updates of devices surrounding the eeros, a new device in the home, or the update on the eeros themselves. But this is the first thing to check. Make sure all eeros are around 35-45ft away from any other eero. In some cases you might need to move the eeros closer, example: your walls are brick walls. Also review the placement article below as it goes over a lot of other tips around placement of eeros.

https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

2) Try power cycling the network for about 30 seconds.

3) Try soft resetting the Gateway eero. https://support.eero.com/hc/en-us/articles/215473703-How-do-I-reset-my-eero-

Once you've done those steps please let me know the results you experienced and we'll know how to proceed from there.

James Thanks! Will do and report back.

Hi chancegraham ,

I don't know if this is related in anyway, but I was having similar problems. Part of my mesh is wired and I have a number of unmanaged switches on them. During the process of fiddling with my mesh, I did reboot some of the switches. It may be purely coincidental, but shortly after rebooting one of the switches, the terrible speeds I was having with some of my eero devices cleared up.

James after running thru those steps, still having the intermittent dropouts. 

Hello chancegraham ,

Alright. We'll need to dig a little deep and look at the network at this point. You can either give us a call and any of our support agents can help you or we can troubleshoot over email if you would like. I have shared a link below that has all the numbers you can call. I will be sending you a direct message with directions on how to get the request to me if you would like to troubleshoot over email.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

Hello SkipSinclair ,

Just wanted to check if you were able to do the testing listed below?

1) eero placement is one of the most common causes of issues. eeros placed in an area and working fine before might start having problems. This can be due to updates of devices surrounding the eeros, a new device in the home, or the update on the eeros themselves. But this is the first thing to check. Make sure all eeros are around 35-45ft away from any other eero. In some cases you might need to move the eeros closer, example: your walls are brick walls. Also review the placement article below as it goes over a lot of other tips around placement of eeros.

https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

2) Try power cycling the network for about 30 seconds.

3) Try soft resetting the Gateway eero. https://support.eero.com/hc/en-us/articles/215473703-How-do-I-reset-my-eero-

Let me know if you are still experiencing this behavior after the testing so we can look into further troubleshooting.

James - maybe you can shed some light here for me.  What, exactly, changed in the latest firmware that caused a fully-blessed and working three-node eero network to suddenly have "placement issues"?  My units have been in the same exact spots throughout the house for the last TWO YEARS without any real issues, and now, "all of a sudden", I have to figure out new placements?  And, may I add, the Eero app itself is continually telling me that my placement is in fact quite excellent.  So...?

Here's the troubleshooting steps I've tried:

1. had a tech come out to check the coax signal coming into the house.  He stated he couldn't make it any cleaner than it was at that time.  Had a packet test running for ~30 mins and didn't have a single dropped packet (without, obviously, going through any of the eeros in the house)
2. replaced the cable modem (DOCSIS 3.0) with a brand-new DOCSIS 3.1 modem
3. reset the eero network
4. deleted and recreated the eero network
5. moved one of the eeros to a different wired connection in the house, then proceeded to reset AND delete the network YET AGAIN

No.  Change.  I still suffer from periods of time where all devices suffer packet loss (complete timeouts on a 10sec continuous ping to 8.8.8.8) for 15-20 minutes at a time.  Sporadic throughout the day, but nevertheless still occurring.

Oh, and during the packet timeout periods?  Zero packet loss from an outside public IP address pinging my cable modem (I have a separate machine at work simultaneously pinging from the outside).

Next?  Or are we finally willing to start troubleshooting this as a firmware issue?

Hello SkipSinclair ,

Thank you for all the testing you've done. I'll send you a direct message with instructions on how to get an email to me directly so I can pull up your account and start digging a little deeper to find the cause of this behavior.

radavidescu Update: after a little back and forth with eero support which was taking too long, i decided to give the old trusty Airport Extreme another shot. placed it in the same spot as the eero and it's been rock solid every since. no drops and all my home automation is not timing out. maybe i'll give the eero another go once a new firmware is around, but for now i can't afford the downtime. I did try the whole 'enable dns caching' thing and it seemed to make it a tad more stable, but still not very usable. Hope you all had better luck!

cheers!

radavidescu Amen! 🙌 I'm exactly the same, I can't afford the time spent on the phone with support unplugging, resetting and doing it all over again for the same outcome. I think it's madness that this breaking change can't be rolled back. I'm close to reverting back to the cr*ppy Virgin Media Hub because every single day, the speeds or loss of connectivity push me one step closer to taking a hammer to the eero.

williamwu1985 You are my hero! Eero tech support had me change some things, and then I tried some things. Nothing worked until I tried your solution. Thank you!!

SkipSinclair I also found a permanent solution 😄

Hello SkipSinclair ,

Thank you for reaching back out to us and letting me know that you have not received a response from us in a reasonable amount of time. I will be sending you a direct message in a few minutes with some questions so I can locate your account, look into why you have not received a response, and look into other troubleshooting options for you as well.

Hello map55555 ,

Can you verify how many eeros you have running in your home, the sqft of your home, and how far apart the eeros are? Also double check that there are not environmental factors that might be causing some of this behavior as well. I have shared a link below that will help inform you of best placement practices. Give the article a read and make sure that there isn't anything else that might be affecting this. Once you have please let me know and we can continue troubleshooting.

https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

James Thanks for your response James.  As I mentioned, the eero network has been running in my house for over a year without issue and in the exact same placement that I have it in now.  This isn’t a placement issue.  There were no problems until right around the time of the update.  In any event, I have three eero pros and three eeros, the cable modem is in bridge mode.  The house is 2 floors with a finished basement — I don’t know the square footage offhand.  Speedtests show speeds well in excess of 700 mbps down but since the eero update at the end of July we are seeing dropped packets and a variety of different web pages simply fail to load or time out regardless of whether wired or wireless connection to eero.  I’ve played with the eero settings and no luck.  I’ve restarted the eeros, the cable modem, etc. no luck.  Thoughts?

 James - Any thoughts on this?  The problem continues and my frustration is growing.  Is eero working on a software fix for the defective 6.40 software release?

Hello map55555 ,

Thank you for your patience and I want you to know that I understand how frustrating it can be when something we rely on so much is not operating as it needs to. I also understand that the eeros might have been working in their current placement before, but WiFi environments and the devices using WiFi change over time. This change can happen through movement of the devices or updates to firmware. eeros should really be no closer than 35-45ft to another eero. There are exceptions to this if the walls are really thick and hamper WiFi signals, or there is a lot of other interference going on. But the majority of networks can follow this guideline. 

The problem that arises when you have eeros to close together is that it congests the WiFi channels in your home which not only causes speed to drop but it also causes devices to disconnect. These are both symptoms you are experiencing. This is why we need to check and verify this first. 

You stated you have 3 eero Pros and 3 standard eeros. Each eero and eero Pro covers up to 1,500 sqft. So, with the eeros you stated that you have connected you can cover a 9,000 sqft house. Now, we don't know the size of your house but, if your eeros are closer than 35-45ft of each other we know there is room for improvement on placement. 

I would highly recommend that you read through the placement article i posted above for other factors that can be affecting the network negatively as well.

When you go through this testing, if you are still experiencing this behavior lets try soft resetting the eeros on the network and then test the stability of connected devices. The instructions for this step can be found in the link below.

https://support.eero.com/hc/en-us/articles/215473703-How-do-I-reset-my-eero-

In regards to your question about the firmware update. I have not found this to be related to the firmware. Most networks I work with are updated to the most recent firmware and very very few of them are experiencing this behavior. Most that have been experiencing this have been resolved through identifying the cause of the behavior. For one customer it was a failing modem, another had an older eero that was failing, some just required a soft reset, others verified it was an update on their IoT devices that caused problems, but most often the cause is that the eeros were just too close together.

I want to work with you to verify the cause, because it could be something with your eeros, and if it is we want to get that fixed. But I have not had any experiences yet that support firmware being the cause of this behavior. I will send you a direct message shortly with information on how to get an email to me so we can get a ticket created that will allow me to review your network. When you have time please follow the instructions there so I can review the network, gather information about the devices that are experiencing this and help you find and resolve the cause of this behavior.

Hello Felinie ,

Thank you for reaching out to us and welcome to the Community! I apologize that you have not had a response in two days. It is possible the agent that was assisting you might have had their weekend start. That being stated, I would like to look into your ticket for you and assist you in troubleshooting. I will send you a direct message shortly with instructions on how you can email me so I can get your account information and locate the ticket in question.

In regards to our phone number, can you please provide me the phone number you were calling so we can look into why you were getting this message? Also, for your reference, I have shared a Knowledge Base article below that has a list of all of our numbers. feel free to call support as well if you would rather troubleshoot over the phone and any of our tech agents will be able to assist you.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

James thanks it was 877 659-2347

Hello Felinie ,

Thank you for that information! Also happy to hear that you were able to get through and get assistance.

James a soft reset did the trick a month ago. But the same issue came back yesterday… keep loosing wifi again - 5 minutes or a couple hours (random) after unplugging, soft resetting, etc. Here we go again :(

Hello Felinie ,

When you can, go ahead and follow the directions that I direct messaged you before so I can get a new ticket started and start reviewing the network and troubleshooting. You can also just respond to the email that you had with us and it will pop a new ticket into the queue if you would like to troubleshooting over email. If you wanted to troubleshoot over phone you can do that as well. Just give us a call and one of our agents would be happy to look into this and troubleshoot.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

Hello vegeta4ss ,

Thank you for reaching out to us and welcome to The Community! I apologize that you are having difficulties with disconnections to your eero network and I would like to help you troubleshoot and get this corrected. There is currently not a way to downgrade eero firmware and there is not a way to set the updates to manual. Auto updates are important to maintain the security of the eero system and the devices on your network. However, you can request that both of those options be made available through a feature request by emailing support@eero.com and we will get that request escalated for review and consideration.

I will send you a direct message shortly with instructions on how to get an email to me directly so we can start troubleshooting.

Hello Barbwired120 ,

Thank you for reaching out to us and welcome to The Community! This is very strange behavior. I would like to take a look into this and try and find out why your iPad is stating that it does not have an internet connection. But lets check a few things real quick.

1) Try forgetting and rejoining the eero network on the iPad.

2) This can happen when a device is paused. The pause setting on a device allows the device to be connected to the network but not able to access the internet. Can you check in your eero app and make sure the iPad is not paused? You can use the article below to find the setting in the eero app.

https://support.eero.com/hc/en-us/articles/211096283-How-Do-I-Pause-Network-Access-Outside-of-Set-Schedules-

Hello fmeero ,

There can be a lot of causes to your devices dropping offline. I can help you troubleshoot over email if you would like, or you can give our support a call and one of our support agents can assist you. In my experience troubleshooting most disconnects have been happening due to WiFi congestion or WiFi interference. If you want to try a few things before reaching out to us you can do the following:

1) Make sure your eeros are placed in optimal positions. They should be around 35-45ft away from any other eero and you can review this article to make sure they are not around other external materials or devices that could be harming the WiFi going to your eeros. https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

2) Common devices that I have seen have a negative impact on WiFi connections over eero networks are Sonos devices, and other WiFi enabled speaker systems. There are other devices as well but those are the most common causes from my experience.

3) I have had some customers experiencing problems with their modems failing as well and have had the problem resolved for multiple customers by having their modems replaced.

4) Bad ethernet cords.

If you want to troubleshoot over email we can and I will send you a direct message shortly that will provide you with details on how to get an email to me so we can troubleshoot. But you can also call our phone support team and they will also happily assist you.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-