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Latest Software 6.4.0

Anyone else noticing that wifi is disconnecting frequently after this recent software update to 6.4.0?

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  • Hello gagne ,

    I would like to look into this with you and identify what is causing you to experiencing frequent disconnects over WiFi. Can you describe what devices are disconnecting? Does it look like the eeros are going offline when these disconnects happen? Can you provide a description of the topology of your network?

    Like
      • jbeauman
      • jbeauman
      • 1 mth ago
      • Reported - view

      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. 

      Like
    • 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?

      Like
      • jbeauman
      • jbeauman
      • 1 mth ago
      • Reported - view

      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. 

      Like
    • 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.

      Like
      • jbeauman
      • jbeauman
      • 1 mth ago
      • Reported - view

      James t

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      • jbeauman
      • jbeauman
      • 1 mth ago
      • Reported - view

      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!

      Like
      • jbeauman
      • jbeauman
      • 1 mth ago
      • Reported - view

      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!

      Like
  • mac laptops, phones, printers. Wifi Eero units itself goes offline despite router seeming to still be connected. When I reset JUST the Eero gateway it seems to come back online just fine which I think suggests the router is still getting a signal. It is cable internet into router without wifi which the Eero 6 connects to. I have an additional hardline for my work computer connected to the other gig port on the router directly which also does not seem to lose any connection. As far as topology. I have the main router in the basement connected to an Eero 6 serving as a gateway. I have an additional Eero 6 on the main and upper floors that get wifi connection from the gateway in the basement. App says they are correctly positioned and getting good signal when operational. 

    Like 1
    • Hello gagne ,

      Thank you for answering those questions. The first thing you're going to want to make sure of is that your eeros are at least 35-45ft away from other eeros. Also, take a look at the placement article I'm linking below to make sure there are no other environmental factors that might be disrupting the WiFi signal. I understand this is going to sound like an unnecessary step, but changing the placement of eeros tends to resolve around 60% of connection issues in my experience and we need to make sure that the cause of the behavior you are experiencing is not due to the eeros being to close together. When they are too close it causes a lot of traffic over the WiFi in that area which can lead to devices jumping between eeros making it seem like they disconnected, I have seen eeros drop offline due to the traffic as well, and I have also seen it cause speeds on the network to drop significantly. 

      Please give it a look and ensure that your eeros are placed optimally and following the suggestions in the article below and let me know if you're still experiencing the behavior.

      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.

      Like
  • I've reviewed and will consider relocating although all of them are in pretty optimal positions and the initial setup tested and verified this when I set it up originally. I recently changed internet providers so I am investigating that as well. Just unfortunate that a software update and ISP change were virtually simultaneous. Thanks. I was hoping anyone else reporting similar issues would at least point me in the right direction.

    Like
  • Nope, no problems here... 4 eero pro 6's, 130+ devices.

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  • I updated to 6.4 this afternoon and am seeing multiple devices connecting but no internet access. If I run a ping test to 8.8.8.8 I’m seeing sporadic packet loss from my phone. Wired connections are fine and weirdly things like Amazon Echos are fine, yet iPhone, PS4 and laptops are dying. I’ve reset my eero network completely, rebooted router and still the same. Not moved the eeros either as were working fine before update

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    • 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.

      Like
  • I had the exact same problem. After upgrading to 6.4.0 my wifi speed consistently drops (from 100 to 20 for few seconds and back to normal), devices disconnect and having trouble to reconnect. I spoke 3 times with customer support (total of more than 3 hours), tried everything they suggested (changing parameter/configuration/reset/rotation/whatever), and after we had no change they blamed the ISP.. I told them that the only thing that recently changed was the software upgrade and that before it was perfect, but they insisted that it can’t be the cause for that.

    I spoke also 3 times with the ISP, had 2 technician visits to my house, they checked everything and replaced the modem to a new one just because I insisted, and their conclusion was that my problem is not related to them.

    As the problems continued, I had no choice, I bought a new router (Google Wifi), and guess what? Problem solved…

    Like 2
      • Kdaddy
      • Kdaddy
      • 1 mth ago
      • Reported - view

      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 

      Like
    • 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.

      Like
  • Every time I click something on my laptop it disconnects from wi-fi ant then reconnects again… My Iphone keeps showing “unable to connect” to my wi-fi, or some other bs message ( sometimes)??!

    also my little daughters Ipad 4th gen is unable to join wi-fi at all unless I turn off WPA3, but then evey time I try to join or connect ( drops out every minute or less on laptop), I have to re-enter the wi-fi password even as I chek the “remember this device” mark…

    What is going on. WOW reps are no help either. Hopefully AT&T comes soon to my area with their optic cables so I can switch back and get something else other than eero because ever since I’ve been using eero ( about 12months now), nothing but trouble :( 

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  • Yes! Since 6.4 I am getting often buffering on my ROKU devices and my Apple TV devices. I also now have ROKU Ultra devices that will not connect to my WiFi even though they see the network and report excellent signal strength. I am also getting frequent disconnects on many of my devices. I also am having frequent “not responding” errors on my HomeKit accessories. 

    Like 1
  • 3 eero pro units, no issues with latest updates. My network simply works since switching to the eero units last year.

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  • I am having the same issue.  Seems like it was started happening around the time the 6.4 update came out.  It appears that the gateway eero thinks it is losing connection to the internet, but the cable modem remains functioning properly and any devices plugged directly into the modem remain connected.  I have two 2nd gen eero Pros and two beacons, all running the current software.  All of my wireless devices remain connected to the wireless network but they all simultaneously lose connection to the internet about 6-10 times a day for 10-30 sec or so.  If you are on an iOS device is pops up a message saying the wireless network has no internet connection, and in the eero app it's red and says disconnected.  If you restart the gateway router or wait 30 sec or so everything comes back.  It's extremely annoying and disruptive to online gameplay.  I have had my cable modem replaced and that had no impact, and I have tried resetting everything to no avail.  The network was working perfectly fine for over a year before this, so it's not router spacing or anything like that.  None of that has changed.

    Like 1
    • 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.

      Like
    • 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-

      Like
  • I've finally got fed up with our previous mesh router, so I upgraded to 3x Eero 6 routers for our 2800 sq ft house.  The router setup was simple and worked great for the first 2 days.  The speed was amazing and everything was fine.  For the last 2 days, we've had lots of issues with intermittent drop-out issues, see below:
    1) Apple TVs would "pause" while watching shows - for the first 2 days, we've not noticed any pauses.  Now it seems to pause quite often.  I ran a test on the internet, Eero showed no issues.  This seemed to have started happening after 6.4.0 update was done.

    2) I get "unstable connection" reports from Zoom on my PC during my conference calls.  This also seems to have started happening after 6.4.0.  

    3) Yesterday, I got a text from my son that the home internet is not working.  I went on the Eero app, and saw that the gateway is red.  So I clicked on it and ran internet speed test, and there was no issues, and then the whole system turned green and then all was fine.

    Please help!  I would like to get back the experience from the first 2 days of the Eero!

    Like
    • 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.

      Like
  • Hi Jason.  thanks for the suggestions.  It seems that the system is working better now.  Here's what I did:

    1) I made sure that Eeros are all sitting on the table and about 30 ft away at the most.

    2) I did go on Eero labs, and I enabled the local DNS caching feature, and since yesterday afternoon I have not experienced any issues at all with drops or unstable connections.  It seems to be working fast again.  I also have not yet received any notifications from Eero.  

    So far things seems to be good.  SHould I leave the Local DNS Caching feature on since it working for me?  is there any harm in leaving it on?

    thanks for your help.

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  • I was having problems yesterday morning, August 19. I have an eero pro 6 I use as my gateway and 4 other eero devices connected to it. For several hours, devices would not stay connected. They would disconnect from the gateway. Reconnect. Disconnect. The various wireless devices I have would bounce around from one eero to the other. For example my wireless printer which is in the same room as the gateway, would appear connected to an eero hundreds of feet away.

    I tried rebooting the gateway, but that did not solve the problem.

    I sent eero an email describing the problems since the 6.4.0 upgrade. I didn't hear back from them, but an hour later, everything settled down, and the eero mesh has been working perfectly, the way it worked before the 6.4.0 upgrade. I notice that the full upgrade number is 6.4.0-2092. I'm not sure if that is 6.4.0 version that was released on July 18 or a newer one.

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  • I’m having nothing but trouble since the update. From devices that are already connected struggling to. One thing down to devices connecting but getting shoddy speeds like 0.1Mbps. Rang several times and tried all the trouble shooting steps. It’s got so bad I’m considering switching back to my Virgin Media Hub and binning off the eero seen as it’s effectively useless since the firmware update. Is there a way to roll back the firmware or choose a particular version? It was perfect before the update. 

    Like
    • 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.

      Like
  • Hi James , I'm having the same problems that carbonfiberunderpants and others have described in this thread. Are there instructions posted anywhere that have helped folks resolve the issues?

    Like
    • 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.

      Like
    • James Thanks! Will do and report back.

      Like
      • BowFarm
      • BowFarm
      • 1 mth ago
      • 1
      • Reported - view

      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.

      Like 1
    • James after running thru those steps, still having the intermittent dropouts. 

      Like
    • 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-

      Like
  • I also have the same case, thanks for this solution!

    Like
  • Same problem here as well - even called the ISP (Spectrum), had them roll a tech TWICE to take a look, and even swapped cable modems.  Having the same problems regardless, seeing multiple times of day where I'm getting ~20% packet loss (continuous ping to Google 8.8.8.8 DNS) - additionally, one of my eero's (NOT the gateway unit) that is wired is only getting max 100Mpbs download on a gig switch (and a 480Mpbs connection).

    Like
    • 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.

      Like
    • 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?

      Like
    • 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.

      Like
  • A software development team https://mlsdev.com/services/business-analysis has the freedom to use source code they receive under a BSD-like license. The software development team collaborates among several engineers and their code is merged into the product development project. They may work together on a single project or as part of a larger team working on different challenges. These teams can be made up of any size of individuals from a software engineer, software architect, software analyst, computer software engineer, software salesperson, business analyst, and database administrator to name just a few.

    Like
  • Heh, came here to say it’s happening to me too, and what do you know, page wouldn’t load since I was experiencing this very issue while trying to post about it :)

    here’s another +1 on this and you’re all not alone.

    on a single eero 6 (non pro) losing internet once or twice a day on all devices. Waiting a minute or so fixes it silently, without ever actually losing wifi connectivity (but websites don’t resolve for a bit until they magically do). 
    already contacted support via email, so guess we’ll see if there’s any movement soon.

    cheers!

    Like
    • 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!

      Like 1
    • 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.

      Like
  • Hi, for those of you who have some device can not connect to eero after firmware 6.4, but some device can still work. This problem can try to enable ipv6 setting under network setting. At least that work for me.

    Like
      • jbeauman
      • jbeauman
      • 1 mth ago
      • Reported - view

      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!!

      Like
  • For those still tuning in to this thread:

    Two weeks later, zero contact from Eero support on this issue.  I found a resolution, but you really aren't gonna like it...

    Post-6.4, the Eeros just cannot handle as much traffic as they could Pre-6.4.  I don't know whether it's heat related (doubtful, as I had a fan pointed directly at the gateway Eero with zero change), a buffer overflow, additional features taking up too much memory, etc etc etc... but I did in fact find a solution that worked for me.  

    I fired up a pfSense firewall as the primary gateway, and relegated the Eeros to ONLY access point (AP) duties by throwing them in bridge mode.  Haven't had hardly a dropped packet since.  The Eeros apparently can't handle the traffic in my house; only by essentially rerouting all of the wired traffic and stripping off all of the "features" the Eeros have in gateway mode can they reliably operate.  But, now the wifi traffic is great, and the wired traffic is great, and I'm at least getting SOME of the $300 wifi-5 features that I paid for.

    So, if you have the means, reduce the traffic going through the Eeros by dropping them into bridge mode and come up with your own firewall/gateway.  The extra stress of having the eeros dole out IP addresses, manage DNS caching, reservations, stateless firewall, UPnP... they just can't handle it.

    They do make a pretty nice access point, though.

    PS - test it for yourself, drop a house-full of devices down to just one or two, and it works a treat!  Nary a dropped packet, stable as hell.

    Like 1
    • SkipSinclair I also found a permanent solution 😄

      Like
    • 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.

      Like
  • Having the same problems as others on this thread -- frequent disconnects, dropped packets and trouble loading pages -- ever since the new software release.  System was working great for over a year and then -- boom -- frequent problems.  I've tried everything -- making sure my modem is in bridge mode, restarting the eeros, power cycling modems and eeros, etc.  Very frustrating to see a working product fall apart like this.  Hoping that a software update is coming soon??

    Like
    • 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.

      Like
      • map55555
      • map55555
      • 1 mth ago
      • Reported - view

      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?

      Like
      • map55555
      • map55555
      • 1 mth ago
      • Reported - view

       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?

      Like
    • 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.

      Like
  • Feels great to read you guys! I’ve been having the exact same problems for a week now. I’m loosing my patience! Still no news from the eero team, 2 days after completing form. I called as well, at 9 a.m., and it says it’s closed and business hours starts at 8 (and the line cuts!!!). Not impressed with customer service and this thread doesn’t reassure me. I’m about to ask for a refund - after 9 months of perfect functionning, device has too many problems (wifi cuts, all eero = on red. It does work after i unplugg-replug - including modem - but  problem comes back few hours later). It is not an issue with the internet provider’s network. I’m reading between the lines it might have to do with the eeroOS 6.4.0 software version? Thinking to GO with Google Nest wifi now… 

    Like 1
    • 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-

      Like
      • Felinie
      • Felinie
      • 3 wk ago
      • Reported - view

      James thanks it was 877 659-2347

      Like
    • Hello Felinie ,

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

      Like
      • Felinie
      • Felinie
      • 3 days ago
      • Reported - view

      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 :(

      Like
    • 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-

      Like
  • I am having the same issues as everyone else who has posted. Eero6 system installed 2+ years with mesh nodes in same locations this whole time.

    How do I downgrade EeroOS to 6.3.1 or earlier? Additionally, how do I change the update settings to manual approval instead of automatic?

    Like 1
    • 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.

      Like
  • I’m having major issues. The Eero app says I have almost a gig, but when I do a Speedtest.net on an iPad. It says I have no connection even though the Eero 6 Pro light is steady white. I have WoW home internet. Assuming it was the WoW, I ordered a T-Mobile home WiFI and having sane issues when connecting it to Eero system.

    Like
    • 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-

      Like
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