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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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  • I am having the same issue others have described. For me I think it started with 6.3.0 or 6.3.1. I updated to 6.4 a few days ago and then to 6.5 the next day. Neither update has resolved the issue. Wifi devices keep losing internet (device connected, no internet). This will happen randomly. Wired streaming devices will buffer when this happens. I restart the network from the app and it will be fine for a few hours. Everything was working fine until recently.

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    • 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-

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  • Hey guys, version 6.5.0 here and issue still persist! Mine is right out the box too! Did everything I can. Spent hours speaking with multiple agents, changing up networks, removing a node, 35-45ft distancing, disabling secure, changing up DNS, also spoke with my provider and modem company and still no luck. These random disconnections is not what I paid for. Anyone know a fix to this other than relying on the guest network? Resetting my eero three times a day minimum is starting to make my old $100 set up look attractive again.

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  • Getting timeouts as well, diagnosed it yesterday. Perhaps has been happening for a month or more, as have had weird internet glitches for that long. This is not a placement issue, everything is optimal, and all eeros are connected to each other via cables. Anything connected to the eero network (linux, mac, windows) has this timeout issue simultaneously (tested wired and wireless), whereas anything bypassing the eero network and connecting directly to the modem does not. Abysmal template responses here from Eero. Have your engineering department provide your support.

     

    Other debugging steps we've tried:

    1. toggling eero settings

    2. replacing cables

    3. replacing switches

    4. testing wifi and wired

    5. adjustments in case of overheating or dust

    6. testing different dns

     

    Debugging steps still to try:

    1. Ipv6 mode, that was mentioned by another user here

    2. changing the eero dns server to the modem's ip

    3. adguard dns server connected directly to the modem, that the eero can then leverage for dns

    4. swapping the gateway/router eero (the one that plugs into the modem) with one of the other eeros, in case the main eero has become faulty

     

    it would be ideal if we could also try downgrading the firmware

     

    If anyone also has good cross platform monitoring software recommendations that would be good, right now windows hard fails however macos and linux seem to wait upon these failures to resolve, so we are using ping commands with appropriate environment specific flags to monitor. 

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

      balupton I experienced exactly the same.  Have had numerous visits from my ISP too to confirm it wasn't a line issue.  Swapped out the modem for a new one, replaced cables and bought a new eero pro.  Problems persisted.  Noticed that the problems started to subside somewhat after the recent system upgrade from 6.4 to 6.5 but then the problems came back again; however, the recent system upgrade to 6.5.1 seems to have caused the problems to subside again.  FYIk I did notice that the problems don't resolve themselves immediately after the software upgrade but take a day or so. Fingers crossed this works this time.  

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