Problems Connecting MacBook after Update
Has anyone else had problems connecting their MacBook after yesterday’s update? It seems to be the only device affected. I tried calling support, but was on hold forever and the disconnect.
If you are experiencing any sort of issue that doesn't seem normal, please contact eero support. Our tech support team are experts in troubleshooting these matters and will do everything to get it resolved.
Feel free to give us a call at 1-877-659-2347 or email us at firstname.lastname@example.org.Reply
Hi Jason —
Thanks for reaching out and sorry to hear the trouble you are experiencing. This isn't something we've seen, but we'd like to help. Feel free to give us a call at 1-877-659-2347 or email us at email@example.com .Reply
I have the same problem. I'm connected with a high level of signal, it works for a few seconds and after It drops all the packets, the wifi level stay connected but no ping to the router is available.
I'm frustrated because I have the Eero system since a few months now and It works not like it should be.Reply
Same issue here. Three 1st gen. Two have wired backhauls. My MBP (and my son's) show as being connected to the Internet but are unable to ping the router (I use bridge mode) or anything outside. Often, it resolves itself after several minutes. But stopping and starting wifi works every time. And no other devices on the network have problems, so the Internet connection, LAN, etc. are all fine. It is MBP and eero APs.
Eero has been really diligent about trying to solve this, but so far no real progress.
They initially thought it might be a roaming problem, but I even have the problem when I remove two out of three devices from my network - I assume you can't have a roaming problem with one AP.
Connecting to another brand of AP (my router has one and I am currently trying a borrowed competing mesh product).
I love the product. Love the app, device profile. Performance has been fine - nothing to write home about. But I own them. Six of them, between two locations. I have the same problem in both locations.
I'm stuck. Waiting on the next move from eero.
If anyone has solved this, I would LOVE to know how, because I am sitting on nearly $1k of hardware.Reply
I also have the same problem, but only with a single MacBook Pro 13 Retina with the Touch Bar, but my other's MacBook Pro don't have it. What I've started to do is turn off Wifi and turn it back on, for that problematic MacBook Pro. That resolves the issues. What I've noticed is that the MacBook Pro is connected to the lowest signal eero device (all Gen 1) and doesn't connect to the one that is about 5 feet away.
The only other thing different about the MacBook Pro. is that the problem with the issue also has an MDM/APNS profile because it's belong to my wife's work. Don't know if a "managed" MacBook Pro using an MDM/APNS Profile has issues with flipping between one eero and another. We can't remove MDM as that will trigger an alert and the entire MacBook Pro would be wiped out.Reply
I am two weeks in with an alternative and counting. Not once have I seen the issue.
Eero support went dark on this a week or so ago, which is discouraging. I want to like the product and the company, but it is hard not to share my experience widely. I feel like I should warn people, as these are very expensive devices and too heavy to function as a boat anchor.Reply
Curious about a couple of things for those having this problem:
1. Are you using Gen1 or Gen2? I am all Gen1. Wondering if there's a correlation.
2. Wired or wireless backhaul? I have had trouble with both.
3. Bridge mode or router mode? I am all bridge mode - one of my troubled sites uses PPPoE and the other has quite a few port forwards.Reply
An update, but no news.
Eero followed up with me. The person on the case (I assume it has been escalated because the other guy, Adam, was great and cared a lot) had read through all the notes and had a handle on the issue. But he is starting over in thinking about it.
So I turned the eeros back on and took the competitor (which was working perfectly) out of service. I experienced the issue within a few hours. I shared the info with eero. I think what they want to do is correlate my experience with anything they find in their logs.
But I also put together a little script I run in the background. It logs mac network info (via the airport executable) every minute or so. If it is unable to retrieve an http request (I have it pointed to a site on my LAN that loads very fast), it logs the same Mac wifi info constantly while it is not working.
I am no Python programmer (this is actually my first script), but it seems to work. And I am also not a wifi expert, so I do not know if the information is informative..
Here is the git repo if anyone cares to gather the same info and knows what to do with it.
Of course I would most like to hear if anyone knows what this is and how to solve it, besides buy a replacement. I am trying to preserve my six eero investment.
Thanks in advance.Reply
Well, it's official. Eero gave up on this and told me there is nothing they can do. They won't take them back (I took too long troubleshooting this I guess) and they won't even try out Gen2 hardware (though to be fair they do not think that would help, as evidenced by people here having the same problem with Gen2 hardware).
What is most disappointing is that even though they had a set of people experiencing the exact same issue sitting right here in this thread (and I did point that out to them), they chose to not engage with this group to find what we have on common.
I tried and tried. Time to move on. I am joining rcrcr in this.Reply
Jeff C. I have a brand new MBP 13 inch with Touchbar. Every time I turn it off or close the lid (sleep mode) and restart, I can't connect to internet. I have to run wireless diagnostics and it does something and then I'm magically connected again. On diagnostic tool, everytime wi-fi, wi-fi settings, and network are green. ISP, Internet, and Server are Red. After I run wireless diagnostics everything turns green and then I'm connected again. Tried with older MBP and it works fine everytime. So...new MBP something is going on. Maybe the network card, maybe the network configuration, I don't know, but hopefully eero support can figure it out.Reply
Honestly, there have been so many posts on reddit and other sites complaining of this MBP issue, while nobody seems to ever report anything similar with non-MBPs anymore, that it seems crazy to not consider this a known issue.
I've been having this issue since I first got eero. Turning the wifi on/off works 100% of the time. The eero support people basically told me there was nothing they could do and that it had to be a Mac problem, even though that makes no sense at this point. They worked with me for a while before giving up. I've spent so many hours trying to fix it that I finally just gave up too. I spent so much on eero, and it works reasonably well with my other devices, that I decided it wasn't worth replacing eero with a competitor's product.
I have a MBP 15" w/ TB. It is a little better than when I first got it (it was debilitating at first, occurring hourly or more, but now happens maybe 1-2x/week). I've never had anything like this happen on any other network.
Interestingly, it used to happen even when eero was hardwired to my MBP (using a USB ethernet dongle), but that issue disappeared with one of the eero updates. The wifi issue remains.
I occasionally get a dead connection on my iPhone that requires that I turn the wifi on/off and then it works again. That only happens once every few weeks though, so may be an unrelated issue.
I've basically just decided that I'll use my MBP hard-wired when I am at home to avoid this issue that is almost certainly an eero issue. When I'm ready to upgrade in the future I might go non-eero to avoid this issue unless they finally discover what is causing this problem, even if it is one that doesn't affect enough of their customers for them to work on it anymore.Reply