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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.

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  • 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.

    Like
  • 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.

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    • 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.

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      • clayj
      • clayj
      • 2 wk 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.

      Like
  • 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. 

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    • Hello Datlstu ,

      What troubleshooting steps have you already taken?

      Edit: What is your network topology?

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  • 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.

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

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    • 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?

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      • drutz
      • drutz
      • 2 wk 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. 

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      • clayj
      • clayj
      • 2 wk 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.

      Like
  • 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. 

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    • 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!

      Like
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