Eero iPhone Connectivity Issues

mattv123 Dropping you an email now

weaves Can you send me an email as well please? I reached out to you and Amos yesterday via a message. Thank you.

Thanks for posting Jeff C. and thank you everyone here. From our data it seems like there is not a high incidence rate, but from all of your comments it sounds like things are very acute. We're working around the clock to get this resolved. We'll reach out directly if we need more information and have additional patches to test. Thank you all for your support and patience.

weaves Jeff C.  THANK YOU for these replies. Its good to know that you are taking the issue seriously. I admit, having unreliable Wi-Fi at home for the last 4-6 weeks has really shaken my confidence in Eero, and I've been tempted on more than one occasion to abandon ship and get something else.

That said, your recent response to the issue, including inviting our help with the test builds, and spending time here in the community is very commendable, and we all really appreciate it. I am absolutely willing to do whatever testing Eero needs to get this issue resolved. I'm ready to return to having a rock-solid, worry-free network that only Eero has ever been able to deliver me.

Good luck to your engineers!

weaves Nick - Thank you for your participation here. I really appreciate that and I'm sure other customers do as well. Do you have any information on what causes some customers to be affected and not others? I would guess that a large part of your customer base, perhaps the majority, has more than one Eero, and I would guess that a majority of those users have iPhones. What could lead to issues we are having there when those other customers are not experiencing the same thing. I would be good to know because perhaps we could turn off a feature or do something that would help avoid the issue while you are fixing it.

Regarding my issues, there several dozens of emails back and forth with level two over the past few months trying to solve it.  My issues seem pretty widespread in terms of the variety of them. I have issues with our iPhones dropping the internet connection while still connected to the Wifi, other times it drops wifi and shows LTE, while other times I can be using the iPhone while sitting at my desk for a half hour and then suddenly it will drop the connection for now apparent reason while I have been completely stationary, so not necessarily a roaming issue in some cases, while certainly roaming around the house can cause it too.

Is it possible to provide more details on when an updated firmware will be available to try? It is great to know that this is a high priority issue within your team - thank you again.

rtlee -

Thanks for the question and your continued patience. I appreciate it, and I’m sorry you’re experiencing this issue.

Our mesh team has been able to reproduce and capture live failures, and they are continuing to run ongoing tests. At this point, we haven’t been able to identify any trends other than device type. At this time, there is no action required on the customer end (like turning off a feature).

We are making significant progress, and this will continue to have our focus until it’s solved. We hope to be able to share an update on here soon. Thanks, again, for being an eero customer.

Jeff C. I do appreciate everyone acknowledging this issue. Here is my frustration. You already have a fix for this issue that can IMMEDIATELY resolve the problem your customers are experiencing...v3.2.0. You resist rolling back the firmware for internal testing reasons, but I don’t work for your company and shouldn’t suffer while you do your internal testing.

The responsible action is to immediately roll back the firmware to a version before you damaged everyone’s Eero’s. Then after you have done your PROPER internal testing, you can continue to press forward on updates. 

I went through this exact issue with Eero last year and it took a very nasty amount of pressure to get them to roll back my firmware. Once they finally bowed to the mounting pressure, the issue was immediately fixed. 

As for me, I am out of energy to fight (again) for something like a router. I switched over to Google Wifi Mesh and have enjoyed an immediate solution.  

What is so sad about this is that it could have been resolved with no nastiness and no loss of customers with a more mature business decision process. 

I wish no one any ill will, but this is not how you run a business. 

miamojo This is a great point.  I thought it was just affecting my iPhone since our eero network is new and I had been running the iOS 11 beta.  My wife hadn't mentioned having any trouble, but I asked her today and indeed, she's having the same issue.  She's still using iOS 10, on an iPhone 7.  She is accustomed to toggling WiFi when she has a bad connection, so she hadn't thought to tell me about it.

jblevins Several times a day a family member tells me their Wifi isn't working and asks me how much longer they have tolerate this (having been months now already), only adding to my frustration with the issue. So I know where you're coming from.

miamojo Absolutely!  I've lived with this problem for a couple of years.  I purchased through kickstarter and have had issues from the start with dropped connectivity etc.  My wifi printer became incompatible.  My phone can't discover other devices on the network s/a Chromecast.  I just chalk this up to a unique situation (for some reason) and turn off and on my wifi until I get the connection back.  In hindsight it's a pretty frustrating issue that has made my wifi LESS useful than before - before I didn't have connection in a couple of remote rooms but otherwise the wifi was reliable.  I'll give a shot at this forum to resolve before junking the system but suspect this is a widespread issue.

brintonh That is absolutely the trade-off and why I haven't given up on the eero: I live in a four-story house with a lot of weird, remote spaces and pre-eero, with a few Netgear extenders(not the Orbi), I was resigned to hard-wiring through ethernet or sticking close to the router if I needed speed but everyone could get and stay connected. Not exactly Sophie's Choice, I know, but seems like if I'm paying for 200 Mbps downloads, it shouldn't be impossible to get that even if you're two floors above your router. My first speed tests in the (technically 5th floor) attic, once I plugged in an eero beacon made me euphoric, as even the extenders couldn't get a signal before then. I hold out hope for a workable solution soon- I believe in the dream of wifi on 5 floors.

brintonh -

Thanks for reaching out and I’m sorry to hear you’re experiencing a similar issue. As mentioned in the pinned note at the top, our team is actively working on a solution. Thanks for the patience and understanding. 

As for the issue you are experiencing with your printer, please let our support team know. It looks like you submitted a ticket, but be sure to let them know of this issue once you hear back. 

Armydoc214 I'm not seeing this problem... I am running the 10.13 beta on my MacBook and it has been rock solid for me...

Armydoc214 I didn't have that issue when running that build, nor with the 10.13 GM.

Armydoc214 Thanks for reaching out. That shouldn't be the behavior. If you haven't yet, please first try forgetting the network from your Macbook and then having it rejoin. If the issue persists, feel free to give us a call at 1-877-659-2347 or email us at support@eero.com . We'll get to the bottom of it.

Armydoc214 That sounds like it may be a different issue altogether than the issues primarily covered in this thread. I think for most if not all of us with these issues, our MacBooks are not having any issues. It is specific to iPhone (and perhaps iPad) devices (at least the issues being discussed here - see the title of the thread).

Jeff C. I had to completely delete the network and re setup everything. It’s working now but I still have the iPhone issue like everyone else. 

Armydoc214 I'm happy to hear that was able to resolve that matter. We'll be sharing additional updates as soon as they become available. Thanks again!

cpwest  —

Thanks for reaching out, and I'm sorry to hear you're experiencing a similar issue to what has been reported. As mentioned, our mesh team is continuing to work towards a solution and we will pass along any additional details or next steps as soon as they become available.

In regards to hearing back from support, our team gets back to every incoming email as quickly as possible. Response times can vary based on volume, but you should be hearing back from someone soon. We thank you for your patience and understanding.

Thanks again. 

cpwest Chris - Thanks for taking the time to post all those details. I hope that others that may be lurking with the same or similar issues will do the same - the more info the better. I can say that in reading your scenario and issues, it is virtually identical to my setup and experiences as well. Only main difference is that only my main Eero (the one serving as a router) is hardwired, the other two Eero units are wireless.  I've had these Eeros for a little less than a year. They worked nearly flawlessly and plenty acceptable for several months. Then some time ago, maybe 6 months ago, I had some issues like the ones being discussed. I worked with support on those. Then at some point weeks later a firmware update came along and resolved those issues, and things had been rock solid. Then about 2 months ago I started having all these issues like others are reporting. I've spent countless hours on the phone and emailing with Level 2 support at Eero. Although the support agents have been friendly and very knowledgeable, I agree that in many cases the information I am reporting and that they are collecting seems to be of limited value. It would be great to have a better understanding of what factors lead to the issue, assuming not all iPhone users of Eero's are affected. At least then we could do something to try and work around the issue. The workarounds suggested by support so far have not helped. It would also be helpful to know how close the Eero team is to having updated beta firmware for us to try.

cpwest Thanks Chris, your post pretty much lays out my situation exactly.  I have pretty much the same exact setup and problems, with the only difference being instead of 3 floors, I have 2, with my 3rd Eero in the detached garage in the back yard. 

I've also opened support tickets and provided MAC addresses of my devices, and tried various things (disabling WiFi Calling, disabling cellular data, etc) but no luck.

Other than these disconnect issues, I really love my Eeros so I'm really hoping a fix comes quick.

brintonh What make is the printer? I haven't heard of issues with printers yet, but mine is hard-wired. Definitely having issues with iPads on iOS 11 too, and they aren't all hand-off related as they happen when stationary and literally inches from an eero. I need to check on some of the other devices that I'm assuming are ok just because people haven't complained- we have various Fire sticks and TiVos and gaming consoles which obviously aren't used as much or moved as much as an iPhone. If this isn't resolved, then it is a deal-breaker, but a heart-breaker too. I don't think it's just the eero- I think all the mesh and mesh-type(orbi) systems are having similar problems.

miamojo Interesting that you mentioned your printer. I never had problems with my printer being "offline" in the past, but starting around the time of these other Wifi issues, my printer is occasionally offline and I have to recycle its power to get it back. Its a Brother inkjet connected wirelessly. 

miamojo this is not true about Orbi. Switched out my eero gen 2 and 2 beacons with an Orbi yesterday because of the roaming issue and I have not experienced a stall or drop yet.  With our devices all upgraded to iOS 11, we can’t afford to have WiFi that doesn’t work around the house as it should. 

Okay, replying to myself here.... had to swap back to eero.   Although the roaming issue is annoying, Orbi would consistently drop my VOIP calls for work.  That's even worse, and I can handle a quick toggle of the WiFi button in control center.  I can't have a WiFi that disconnects every time I try to make a call.   😅

mattv123 Thanks for the update, Matt. This is a great sign that eero is taking this issue seriously. 

I'd recommend that someone at eero takes the lead here on this forum and provides us with detailed updates of what's happening. We're on your side, eero. Detailed and consistent communication with us is paramount to keeping it that way. :)

pclaar —

As soon as we have more details to share, we will absolutely update this space. As Matt can attest, we’re working around the clock.

Thanks for your ongoing patience and support.

Armydoc214 I often see the same type of behavior, where there is a wired Eero much closer and more line of site. For instance I can be 25 feet with two drywall walls between me and Eero 1 and it connects to Eero 2 located two floors away, with both Eero's hard wired.

mattv123 What is FT? Not familiar with this term and is this something eero needs to do? I haven't received notice of a firmware update yet either and the problem is particularly bad tonight- needing to toggle every 2-3 minutes.

miamojo FT is "fast transition". It's a part of the 802.11 spec that allows our devices to roam across access points with very little lag. There's actually 3 specs, you can read about them a bit on Apple's site: https://support.apple.com/en-us/HT202628

travisbell Thanks! Ok so I get the concept of making handoff quicker but there’s obviously a problem. Doesn’t seem like something I can disable on my end. 

Please eero, help! I was literally, and with a lot of sadness about to unplug and return tonight. I have been needing to toggle off my WiFi every 2-3 minutes when on an iOS device, which I use more than anything else. Thank you!

mattv123 Well that's promising news! I'd be interested to know if the update tonight is related to turning off FT. Jeff C. ?

sam123 Day 2 Update – TL;DR: Still good!

The eeros are still on 3.4.0-442 build I got pushed last weekend, iPhone 7 Plus now on iOS 11.0.1. Walking around house streaming video and on Zoom video conference, no stops, no slowdowns. Looking on Net Analyzer while walking phone was mostly now switching between the 2.4GHz BSSIDs, then after staying put a bit jumped back to 5Ghz BSSID of the closest eero. Solid 120+ Mbps Speedtest performance on the phone matching nominal 120/12 Comcast plan. :thumbsup:

sam123 I was just able to move around the house while on a Zoom session as well! First time in ages, glad to see the improvement!

pclaar I believe our team reached out to you this morning and you should now have the latest update (as of after your post). Keep us updated. Thanks for your help

weaves I haven't heard from anybody yet but will stand by. 👍

CoolTechGuy please, please, please have the update fix battery life. Granted I'm on an iPhone 6s, but I've already charged my phone twice today.