Eero iPhone Connectivity Issues

mattv123 Appreciate your insight and contribution to this topic. I'd go a step further and suggest that this could sink eero as a company if they don't address this problem head on, and quickly. Here's hoping that eero realizes that and pours every available resource into solving this before this becomes common knowledge outside of this forum and reddit.

With iOS11 in GM, it really doesn't matter if this is an iOS bug anymore. The bottom line is that eero and Apple products have compatibility issues, and eero is the company who will lose this battle.

pclaar I don’t know if it’ll sink them as a company but I do know that I’m gonna return mine.  I bought both gen1 and gen2 and don’t have time to sit around and send them bug reports and soft reset and switch all my devices to help them.  I barely have enough time to debug my own crappy code.  Maybe I should be happy, they are saving me 500 bucks. 

polar  I really hope eero sort out the iPhone issues because they are the best alternative to the Airport Extreme. This is the only reason that I have put off replacing my Airport Network. I am confident they will sort it out as this will have a negative effect on them as a company.

CoolTechGuy I've had Wifi calling disabled for well over a year now, yet I have all the same issues you do. My guess is that by disabling it you temporarily reset things and it is clear for now but considering I have the issue with wifi calling off I don't think this is going to fix it for you unfortunately. Please keep us posted either way. 

rtlee Well the resetting of AT&T WiFi calling feature didn't help.  And since I last tried that last week, I've updated my iPhone 7 (and all other iOS devices) to the iOS 11 public version (GA) last Tuesday and seems to have only gotten worse.  So bad in fact that I went back to exclusively using my UAP-AC-Pro (two of them).  All was good with those access points for about a day and then my password would be lost on all iOS devices.  It would say enter password and after entering it correctly it said wrong password.  I disconnected the UAP-AC-Pro access points and put back in place my three eero pro units (2nd gen).  Then I still got the enter password on my iPhone even though the SSID and password was still the same, same as the UAP.  Then it occurred to me, maybe this is all only iOS related and need to reset my Network Settings on my iPhone 7.  So I went to Settings | General | Reset and then did "Reset Network Settings".  I did this process this morning, so here is hoping the issue will go away with a network reset on the iPhone.  I'll post my results after a few days. 

CoolTechGuy Thanks for those details. In my case doing a Reset Network Settings did not help at all.

rtlee Ends up that doing the iPhone 7 Network Reset did not help.  I did want to mention that I use FiOS and so I have to use that modem.  I've been running eero with network dhcp & nat set to 'automatic' but switched to bridge mode.  Bridge mode is how I originally had eero set up and the disconnect didn't happen as often, but still did occasionally.  I'll report back in a day or two how this setup works.  I read where someone in this thread had deleted their eero network and re-created it.  It also had helped them some and I may do that too if bridge mode doesn't help.

Switching eero network to Bridge Mode did not help at all.  I may take down my three eero pro units and go back to my two Unify UAP-AC-Pro access points.  I had an issue with UAP but I think it was a setting I had tweaked needs un-done.  They had always been stable and reliable.  If they aren't, I'm considering Amplify HD or Orbi. 

travisbell Can I volunteer to run this test build as well?

travisbell Good news! I am awaiting the test build too and will report back once I’ve tried it out.

Thank you, eero support, for working on this frustrating issue. Fingers crossed!

afx114 It's up to Eero who they deploy this build to. I would guess that Eero grabbed a random sample of users from those who have reported the issue. The more people running some tests builds the better, especially given how hard this one was to reproduce according to Jeff.

miamojo That sounds pretty bad, glad they have a possible fix. I only seem to need to do it if I move around dramatically at home, definitely not as bad as every few minutes. 

Jeff C. Sweet! Thanks Jeff.

Hello Jeff C. 

v3.4.0 is better in that it no longer seems to completely drop wifi connectivity, but it is not made any progress with the wifi calling issue (at least for me).

I am in the situation where the cell signal is not strong enough to hold my calls and so I am constantly dropping business calls all day...a situation that I cannot allow to continue while your people are working on new versions.

Last time this exact issue happened we ended up rolling back to a version that we know was flawless while your people worked on a fix. Right now tech support is not acknowledging that is a possibility. I really need your help to make that happen.Can you help me get back to v3.2.0 while this issue is being worked?

miamojo See my post below yours. Right now I'm not focusing on connectivity speed - going to fast.com it starts real slow like a few Mbps for the first few seconds, then ramps up and up until somewhere between 30 - 240 Mbps, depending on where I am in the house (I get 230-240 Mbps from Ethernet). That is pretty consistent with what I've been getting even before this issue started. I plan to address the speed issue with Eero support eventually, but right now top priority for me is getting a connection that doesn't drop out...

rtlee My speeds are consistent with yours and I also have Xfinity (200 Mbps down,15 up).  I would completely agree- the speed variations are certainly tolerable for most things, but the constant drop in connections definitely isn't. I am headed now into my last few days of being able to return my system, and I'm not sure what to do. I had Netgear extenders(not the Orbi) which brought my speed down considerably(topping out at 60 if I was literally right next to an extender) but at least I stayed connected. I feel the potential of the eero and when it works smoothly, for that hour or so after a network restart, I feel like it would be a step backwards to go back to those extenders and I think I can wait it out but as I've been typing this, the connection has dropped twice while my son has been watching YouTube- that's twice in three minutes. It's really bad. I think the problem exists for the Orbi and Google WiFI and all the others, so I don't think I would try another system either until I read reports of solid connectivity with iOS. 

stevebaker good news! I am traveling and won’t be able to test again until Monday but I now have the test build loaded on my system as well.

Fingers crossed your experience is stable and I find the same next week!

travisbell Does this happen when you are actively using the phone? Or do you only notice it when you unlock it from sleep at your home?

iOS does a ton of weird stuff with the Wi-Fi radio to save battery using (from what I have found) various different timers and conditions both in and out of device sleep mode.  I have also found that the device may appear to switch to cellular via the status bar UI indicators, but in fact remains connected to the Wi-Fi network according to the network stack.

So if you are seeing LTE for a brief time and usability isn't actually impacted, then its probably just iOS doing its "thing".  I think the best way to tell is to run a ping to your router from an app on your phone and look for network dropouts to determine if the association is actually dropping, or if this is just a UI thing.  The idea here is that a transition to LTE or an association drop will result in lost packets.  You can also try pinging to your phone from another machine on your network (e.g. your Mac/PC), though be aware it is normal for the device to drop off the network and stop responding to pings if it enters sleep mode.

Keen to hear what you find!

mattv123 Both times it was connected to WiFi prior and I was in the middle of using it but I had moved in the house. It's the same time it would have dropped the signal for good on 3.3 when I suspect it was switching AP's. From that perspective nothing is different. Just in the middle using it. 

I'll continue to monitor it. I've told everyone in the house to try and pay attention too :D

pclaar Ya, that is a video of my experience. When I said earlier that WiFi came back faster, I only meant that the WiFi returned from being on LTE faster. I never actually specifically checked the time it took to have a working network connection again. You can very conveniently see that with that app. 

I'm going to grab it and walk around now.  Thanks for sharing. 

travisbell For others, here's a link to the app: https://itunes.apple.com/us/app/wi-fi-sweetspots/id855457383?mt=8

Jeff C. have replied to support. Fundamentally no change. If I walk around on my first floor for 30 seconds I can make WiFi go away. Because cell signal is bad at my house that means I can make the internet go COMPLETELY away, even though I’m standing 3 feet from a beacon, and can see another Eero on the other side of the house. 

Bummer, wish this was the fix.....

Jeff C. It would be great if your dev and support team actively monitored this forum so that we do not have to keep reporting our results twice - here and then via emailing support.

rtlee I'm only replying to support, so they hopefully can look at logs when issues happen. It's been better for me, just a few drop outs that seem to fix themselves faster. 

rtlee Did some testing for support today. Interestingly, my iPhone 7Plus (on iOS 11 gm), and iPad Pro REGULARLY have wifi cease functioning. On the GM though, they recover on their own (so sometimes I might not notice there was an issue unless streaming something).

My daughters iPhone 7 Plus on 10.2.1 & 10.3.3 would never COMPLETELY lose the connection, but it would get VERY slow, and then never recover to previous speeds. So if you asked her, she'd just say our internet SUCKS, because it's so slow all the time.

Also interesting to me was that MacOS doesn't SEEM to have the same issue. A few pings were dropped while walking around, but only 3-5 at a time, and then all would be good again.

Hope we can get another build of the 3.4.0 that keeps make improvements and addresses both issues my family is seeing. 

bdplatt Thanks for the detailed info! As I recently reported, I've seen much of the same problems so the beta firmware hasn't seemed to help much if any. Possibly it recovers a bit easier, but I still have several dropouts and have to resort to toggling Wifi. A few times now I have returned home to find that it connects to the Wifi but has no connection, and I have to toggle Wifi. That seems new with this firmware (coming home and not getting a good connection to start). Tho this does not happen each time I return home. As you can read about below I am nearing the point of moving on with another product, but that will be a costly switch.

Update 2:  The problem is definitely still occurring, though it is for sure manifesting differently.  Instead of being fully associated with the network with a valid IP assigned to the phone (which is 3.3 behavior), it appears that in 3.4 the IP address is dropped but the interface is still connected.  This causes the phone to display LTE in the status bar instead of the Wi-Fi waves and "No Internet Connection" in the settings screen (see below).

I managed a good sysdiagnose and Wi-Fi CoreCapture and forwarded to eero support.  To my non-Wi-Fi-engineer eye, there definitely looked to be some funny stuff going (lots of traps and roaming callbacks will null or 0 values).  I hope that logging will go a long way with their engineers to better understand the issue!

mattv123 Thanks for sharing those details with us Matt. I have had that same exactly thing happen as captured in your screenshot many times over the past few months with firmware 3.3.

jamiemcd Jamie - I don't blame you. In fact I have recently reached the tipping point myself and am ready to move on with one of their competitors. I haven't just yet for two reasons: 1) I have a lot already invested in Eero and really like it besides these problems, and their recent attempt at progress makes me feel like they are treating it as a priority and hopefully getting close, and 2) It seems other vendors have had similar complaints about dropped iPhone devices - so I certainly don't want to go through the expense and trouble of replacing it, only to have similar issues. That said I could return any new product within 30 days, so it may be worth trying out. I just am not sure when to jump ship here... I feel like within a few days of my return period ending Eero will have resolved it and then would have preferred just sticking with the Eero.... Anyway - Why did you choose the Amplifi HD? I am trying to decide between the Amplifi and Netgear Orbi. Hopefully Eero will have another update to try, but I am preparing to move along soon if not.

jamiemcd Hi Jamie - did you set up your Amplifi HD routers yet? It will be helpful to know if those are working as expected or have the same issues as the Eero. Please let us know.

rtlee I received the two AmpliFi HD routers yesterday. They have only been running for the past 24 hours, but there have been none of the iOS device connectivity issues that I was experiencing with Eero. It was so bad yesterday my iPad was about the speed of an old 56k modem. And unlike every time before, toggling Wi-Fi did not fix the issue.  

Coverage is very good, but I am thinking of buying one more mesh point or router to bring it up to 3.  (You can add either routers or plug-in mesh points.)

I like the cube design. (I liked the Eero design too.)  The power cord is too short at 3', but I contacted support and they offered to send me a 7' cable for free.  Their app, like Eero's, is not a universal app so it is not a proper iPad app.  I think both apps are comparable, but I was used to the Eero app.

To be sure, some AmpliFi customers have complaints.  However, it seems it has fixed my issue.  I'll update this post if anything changes.

 Folks, don’t sell your Eeros for another mesh system yet. This issue just happened on my iPhone 6s on day 2 of the AmpliFi HD.  This really makes it seem like it is an iOS bug.
My thought at the moment is that the AmpliFi HD may handle the bug “better” than the Eeros did, but maybe after more time on the new mesh network it will show up more often.  

My iPhone was connected to Wi-Fi and close to the router. However it would not load any webpage.  I gave it a couple of minutes and had to toggle Wi-Fi.

arfung I have the same issues as you, even with the beta firmware. I also have an issue where this happens when I am not even roaming. So I can be in one spot actively using my iPhone for 30 minutes just fine, then my phone is no longer connected to the internet, even tho I am still connected to my Wifi. I then have to switch wifi on/off to restore, in some cases multiple times before it reconnects.