Hello,

I completely understand your situation. I have reached out to eero Technical Support countless times to address an issue of instability that arose immediately after the moment the firmware version eeroOS: v6.15.0-3012 - released on April 12, 2023, appeared. Prior to that day, everything was functioning smoothly without any problems for months with our eeros, but in the eero Technical Support seems that even a layperson possesses more knowledge than the agents providing assistance. The situation is equally, if not more, concerning with the Second Level Agents. Believe me, without knowing how or why, I have received emails from other eero customers detailing their interactions with Second Level Agents, and upon reading their suggestions, I have been astonished by the kind of advice provided.

For instance, let me share an incident that occurred to me some time ago when a Second Level agent insisted that I should change the recently purchased switch from the TP-Link TL-SG1024 model to the TL-SG1024D, emphasizing the letter "D" at the end. The agent argued that the latter properly handles the 802.1p protocol, ensuring compatibility with eeros. However, I conducted my own research directly with TP-Link and received a written engineering response stating that both models have exactly the same protocol. I shared this information with the agent handling my case, and from that point on, both he and the Second Level Agent stopped insisting and pressuring me to make the switch change, which I found completely unacceptable. It is for this and other reasons that I strongly doubt the judgment, viewpoints, and "knowledge" of the Second Level and even certain agents.

Given the above, I have decided to escalate this problem to an eero supervisor with whom I am currently in contact via email. However, as I observe the course this is taking, I am becoming increasingly skeptical about the case's resolution. Nevertheless, I prefer to believe that I am mistaken in this regard. For now, my intention is to disprove what the eero Support agents themselves have explicitly told me: "I am the only one experiencing this problem" or "The issue I am facing is directly related to the Topology" with some interesting facts that I have managed to find in this eero community. However, they never acknowledge any problem with the Firmware or even the Hardware of these devices, when for various reasons that I have pointed out, it is very evident that something is wrong with eero's "bug-ridden" firmware. Believe me, I have sufficient grounds to assert what I am stating.

Personally, I love the philosophy embodied in these routers, their design, eero App, and compatibility with Alexa, which was one of the reasons why we decided to invest significantly in acquiring our eight eero Pro 6E devices. However, it is apparent that the process of resolving the current problems is at a standstill due to deficient and incredulous technical support; therefore, escalating to the next level seems to be the most appropriate and timely option for my situation. All the aforementioned points were recently addressed in a nearly 13-page, single-line PDF sent to the supervision. Now, we must wait to see how our case evolves. 

I hope you can resolve your issue, but do not confine your efforts to solve your situation solely with the first agent you encounter, nor with the Second Level, for the reasons I have already mentioned. Look for alternative external resources and even explore other avenues within eero itself that may better comprehend your situation. 😉

Best regards