0

Years of solid performance now disconnecting 30 times a day

I have had my Eeros for years. No changes to setup. As of yesterday the main eero that is connected to my router goes off line every few minutes - red light - sometimes it comes back and other times it takes multiple router and eero reboots to get it back. Spoke to support and they are no help.. Swapped eeros, power supplies, cables no good. I don’t want to hear about placement or equipment because nothing has changed at my end for at least 2 years. It’s not my ISP as all hard wired devices are working and I turned on the radios in my fios router and get perfect wireless connections. So Eero, what did you do?

6replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • Hello Mstolli ,

    Thanks for reaching out to us on the Community. I understand that placement can be a confusing troubleshooting step. It is suggested due to changes in the WiFi in the area from adding new devices at the house to objects in the house changing position, all of this can have an affect on how any WiFi device works. I won't ask you to check the placement other than to read through our placement guide and verify that the most common causes to this behavior are not around affecting your network.

    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.

    When you swapped the eeros, the other eeros were also dropping offline? It is highly unlikely that multiple eeros would fail at the same time, but it can happen. I would like to help you out if you're willing. I will send you a direct message with instructions on how to get a email to me so I can take a look at your network and see if I can identify what might be causing the frequent disconnects.

    Like
  • No, the only eero to drop off was the main one giving me my internet connection. All the others stayed on line. I spoke to 2 of your techs, they looked at the logs and saw 30 drops a day. Blamed Verizon, I called Verizon, you can guess whom they blamed. I may have to eat crow and apologize to you and eero. Even though Verizon looked at their logs and said there were no drops to my router I looked at my routers page and saw there were 0 devices connected to it. That didn’t seem right. I had done several power cycles on the router but this time I did an actual reset which restored settings. As soon as I did that 55 devices showed attached to the router including all my eeros. Not sure, but this could have been the problem all along.

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

      Also, nothing has changed in my home so placement is a non starter. It’s is definitely a failure of the eero to play nice with Verizon and at this point I am now pointing my finger at Verizon and apologizing to Eero

      Like
    • Hello Mstolli ,

      Alright. Well we don't need an apology, we're just happy that you seem of have got it working. Please let us know if you continue to have any issues so we can help out! Feel free to reach out to me here and I'll get back to you as soon as I can

      Like
    • Mstolli Wireless environments change.

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

      txgunlover I assure you this is a technical issue and not environmental. I believe I have narrowed it down to Verizon (though they deny it) and not eero. My Verizon router was showing that it had not assigned IP addresses to ANY devices. I did a reset (not a pull of power) on the router and 60 devices slowly populated on the router page including my eeros. I believe that was the problem.

      Like
Like Follow
  • 1 mth agoLast active
  • 6Replies
  • 35Views
  • 3 Following

Need Help? We're here for you!

We're big on support, and we want to make sure you always have the best eero experience possible. Here are several resources you can use if you ever need our help!


Quick links

Community Guidelines

Help Center

Contact eero support

@eerosupport

eero.com