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eero / iOS Random Disconnects Still Occurring

Starting a new thread to re-summarize the situation:

3 eero Pros (not Eero Pro 6), all on eeroOS 6.3.1, in a 1450 sq ft condo
6 Apple devices all on iOS/iPadOS 14.5.1
Private Address off or on does not seem to matter
4 of the devices are mounted on arms and do not move (so they are presumably not moving between APs)
DNS on eero set to 1.1.1.1 / 1.0.0.1

Problem: Devices are randomly disconnected from eero WiFi. When this happens, the device does not automatically reconnect and must be manually reconnected. Other side effects are that the Private Address option may toggle from off to on and that the WiFi password may be forgotten on the device. One older device (iPad 2 running iOS 9.3.5) has NO issues. Other devices (not using iOS/iPadOS) have NO issues as far as I am aware.

At this point I think there are issues in both eeroOS and iOS/iPadOS -- and that means that we really need eero and Apple to talk to each other and work out the source of the problem and get it fixed. I've done all of the troubleshooting I plan to do at this point -- now I am just reconnecting devices as they disconnect and grumbling as I do so.

Please, eero -- get with Apple and figure out what the hell is going on. Surely between the two of you, you can reproduce this issue and figure out the actual cause. If a device knows the SSID and password for the WiFi network, there really is NO excuse for it to become disconnected.

125 replies

    • eero_support
    • 3 yrs ago
    • Reported - view

    Hello clayj ,

    You have 3 eero Pros in a 1450 sqft condo? That could be one of the causes to the behavior you're experiencing. You only need one eero. Disconnect the two eeros that are not connected to the modem and do some more testing. We generally recommend that eeros be placed around 35-45 ft away from any other eero to prevent congestion of the radio waves. I have also shared a link below that you can review for other placement guidelines.

     

    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.

     

    eero will never make a change to your device's settings. Also, devices themselves choose whether they connect to a network or not and what bandwidth they connect to.

    • clayj
    • 3 yrs ago
    • Reported - view

    I have devices connected to each eero (all three of them) using Ethernet, so disconnecting any of them is not an option.

    Note also that this disconnect issue is a recent thing -- I had the same eeros for over two years with no issues.

      • eero_support
      • 3 yrs ago
      • Reported - view

      clayj 

      Fair enough. You can try reaching out to our support phone line if you would like. But I am about 85% positive that you will see improvement with your connectivity if you disconnect the extra eeros. Give it a test.

      • clayj
      • 3 yrs ago
      • Reported - view

      James Hi James -- I will see if I can test this, but the problem is that the main eero (the gateway, in my office -- this cannot be changed) is at one end of the condo and I already know (from past instances where a device in my bedroom (other end of the condo) connected to the office eero and had lousy signal strength. (The building is concrete and steel.)

      That all being said, I see many threads both here and on Reddit where people are complaining about the *recent* phenomenon of WiFi disconnects. Please continue looking into this, especially as it relates to iOS devices. Something isn't right between you and Apple.

      • cupcakeconfetti
      • 3 yrs ago
      • Reported - view

      clayj same here, this wifi dropping is really making me angry. eero had me shell out money to upgrade to a newer device convincing me I just had an older model, only for this bs to be happening all over again with the new one. 

      • txgunlover
      • 3 yrs ago
      • Reported - view

      cupcakeconfetti What did Apple say?  I've got over 130+ devices (no Apple) and have no issues.

      • clayj
      • 3 yrs ago
      • Reported - view

      txgunlover Apple have said nothing. The question at this point seems to be whether having Private Address turned OFF matters.

    • Datlstu
    • 3 yrs ago
    • Reported - view

    I am having the same issues with my iPhone on the eero after updating to 14.5 and 14.6. My wife’s iPhone has not been updated and is working with no issues. 

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello Datlstu ,

      What troubleshooting steps have you already taken?

      Edit: What is your network topology?

    • clayj
    • 3 yrs ago
    • Reported - view

    This issue is still occurring on eeroOS 6.3.1 with devices on iOS/iPadOS 14.6. I just had three devices all drop offline virtually at the same time.

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello clayj ,

      I would recommend that you reach out to our phone support at this time. We're going to need to review your network, do some live testing, and verify your account. I have shared a link below that will help you identify the best number to contact us with.

      https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

      • Catherinehilton
      • 3 yrs ago
      • Reported - view

      James 

      • Catherinehilton
      • 3 yrs ago
      • Reported - view

      James calling support does not help. Your call center staff was clearly unaware of the Apple problem or else intentionally chose not to tell me about it. If u are still employed at eero please advise me how to turn in my products for full refund plus installation costs. Estos failure to notify Apple users of a known problem is an unfair trade practice

      • JBake130
      • 3 yrs ago
      • Reported - view

      Catherinehilton I spent months working with support with no resolution,  they stopped replying when I was told they were waiting for someone else look at logs.  In their defense, problem isn’t all iPhones, but it’s enough they should do something about it, or at least acknowledge it.  My eeros are paperweights since I don’t have the heart to sell to someone else to face the same problem.  If you purchased from Eero you may be able to get a refund.  I purchased from BestBuy and they told me not going to happen.  So I just continue to spread my terrible experience with anyone and everyone.  Good luck!

      • txgunlover
      • 3 yrs ago
      • Reported - view

      JBake130 Have you tried not using Apple products?  I have 140+ products with no issues.

      • JBake130
      • 3 yrs ago
      • Reported - view

      txgunlover not sure how this is helpful.  So crawl back under your bridge over android river.  The problem discussed is Apple related (mostly) not all of us can be as cool as you. But just as a data point,  my august smart locks, and raspberry pi’s also disconnect.

      • txgunlover
      • 3 yrs ago
      • Reported - view

      JBake130 Weird, I have 4 pi's that don't.  My Schlage locks don't either.

    • drutz
    • 3 yrs ago
    • Reported - view

    Try enabling Legacy mode and see if that helps.  That is how we have resolved the issue.  Even with the Pros. 

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello drutz ,

      Really? That is surprising. All Legacy Mode does is turn off WiFi 6 on the 2.4GHz bandwidth for eero 6 devices. clayj , if you test this and it works can you please let me know so I can ask our engineers to look into this?

      • drutz
      • 3 yrs ago
      • Reported - view

      James  it appears older apple devices have the issue and enabling the legacy mode helps.   Also if customers put a apostrophe in the SSID it causes issues with some devices to connect.  So we recommend not using them in the SSID. 

      • clayj
      • 3 yrs ago
      • Reported - view

      drutz I don't have eero 6 devices -- I have three of the original eero pros. So, good suggestion, but unfortunately not applicable in my case. My SSID has a hyphen in it (a standard "-"), but that has never been a problem in 20 years of WiFi use.

    • drutz
    • 3 yrs ago
    • Reported - view

    I manage a Contact center for an ISP and we use EERO's as our in home router solution..  Its helped our customers with similar issues.  especially apple devices.   Give it a try?  I thought i would mention it that's all. 

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello drutz ,

      Ohh please don't assume that I was trying to dissuade you from helping. I'm all for testing. Will be really interesting if it resolves this behavior for sure!

    • schultetwin
    • 3 yrs ago
    • Reported - view

    I have a similar problem with our eero devices. We have 4 iPhones (iPhone 8, iPhone X, iPhone XR) that all have this exact issue as described. The iPhones will reconnect eventually, but you can force it by toggling private address mode. Otherwise they stay disconnected for about 10 minutes.

     None of the other devices in our house have this issue. 

    • Datlstu
    • 3 yrs ago
    • Reported - view

    What is the underlying root cause of this issue? There is a disconnect between iOS and eero on this topic. I can’t understand why neither side is addressing this issue with some sort of update. My topology has not changed and I never had to flip between private address mode in three years of having this product. I’m really considering calling this a lost and getting a orbi mesh system. 

Content aside

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