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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?

73 replies

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    • eero_support
    • 2 yrs ago
    • Reported - view

    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?

      • jbeauman
      • 2 yrs 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. 

      • eero_support
      • 2 yrs ago
      • Reported - view

      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?

      • jbeauman
      • 2 yrs 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. 

      • eero_support
      • 2 yrs ago
      • Reported - view

      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.

      • jbeauman
      • 2 yrs ago
      • Reported - view

      James t

      • jbeauman
      • 2 yrs 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!

      • jbeauman
      • 2 yrs 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!

    • gagne
    • 2 yrs ago
    • Reported - view

    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. 

      • eero_support
      • 2 yrs ago
      • Reported - view

      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.

    • gagne
    • 2 yrs ago
    • Reported - view

    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.

    • txgunlover
    • 2 yrs ago
    • Reported - view

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

    • TacticalBadger
    • 2 yrs ago
    • Reported - view

    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

      • Evan_eero_support
      • 2 yrs ago
      • Reported - view

      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
    • 2 yrs ago
    • Reported - view

    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…

      • Kdaddy
      • 2 yrs 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 

      • eero_support
      • 2 yrs ago
      • Reported - view

      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.

    • antojakovljevic
    • 2 yrs ago
    • Reported - view

    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 :( 

    • kamewally
    • 2 yrs ago
    • Reported - view

    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. 

    • mrsaxy
    • 2 yrs ago
    • Reported - view

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

    • carbonfiberunderpants
    • 2 yrs ago
    • Reported - view

    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.

      • TacticalBadger
      • 2 yrs ago
      • Reported - view

      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.

      • eero_support
      • 2 yrs ago
      • Reported - view

      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-

Content aside

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