8eero / 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.
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.
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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.-
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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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. -
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.
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cupcakeconfetti What did Apple say? I've got over 130+ devices (no Apple) and have no issues.
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txgunlover Apple have said nothing. The question at this point seems to be whether having Private Address turned OFF matters.
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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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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-
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James
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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
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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!
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JBake130 Have you tried not using Apple products? I have 140+ products with no issues.
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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.
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JBake130 Weird, I have 4 pi's that don't. My Schlage locks don't either.
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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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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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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.
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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!
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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.
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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.
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FWIW, I have separately submitted a bug report to Apple regarding Private Address mode. Basically, what I said to them is that it is 100% unacceptable for a WiFi connection to have its Private Address mode change unless it's changed manually. If I set SSID "X" to run NOT in Private Address mode, that should NEVER change unless *I* change it. (The scenario I encountered: I briefly set one of my iPads in Airplane Mode. I made no other changes. When I turned Airplane Mode off, the iPad reconnected to the eero WiFi network -- but now Private Address was turned ON.)
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Happened again today. Went out for a few hours, came home and my iPhone 12 Pro (iOS 14.6) was disconnected from WiFi, as were two of the iPads that were in my home the entire time. I don't know if it's an iOS bug, but it still sure seems strange that two iPads that literally did not move the entire time were also disconnected. Other iPads were NOT disconnected.
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I’m having the same problem with an iPhone 12 Pro. All other Apple devices are fine - iPhones 11 and 8, iPad and iPad Pro. I have 4 x Eero Pro 6 devices in a 4000 sq ft townhome. The iPhone 12 started randomly losing Wi-Fi about 2 weeks ago. Reset Network Settings sometimes brings it back but basically it is unreliable and I can’t depend on it. Apart from asking Eero to fix this with Apple, does anyone on the chain know if it would help to have IPv6 enabled on the Eeros - it is not at the moment.
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Sounds to me like some sort of a Power Save -- Also I've noticed some devices seem to save the AP MAC address hard coded into them the first time they connect, defeats the whole purpose of a mesh in my opinion...I had a few issues with iOS switching between APs fast sometimes--haven't had this problem in a while though~
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Exact same issue with latest IOS on iPhone 11 and latest eero fw. Please address this with Apple Eero!
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hi checking back - any resolution to this issue? I am also like others here at this point considering this a sunk cost and changing my routers to another brand :(
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rsahita I feel you, I wasted money on Eero to work for 8 months, now I’m looking at other options as I’ve wasted $200 on these
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Hello rsahita ,
I would like to take a look into this and help you troubleshoot if you have not already reached out to our support. I will send you a direct message with steps on how to reach out to me if you would like. Alternatively, you can give our support a phone call as well. I have shared a link below that you can use to identify the best phone number to use.
https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-
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Yes, having the same issue with a 4 year old iPad Pro after upgrade to 14.7.1. Doesn’t happen with iPhone 11 and 14.7.1. Very frustrating and keeps iPad from seeing Sonos system.
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8/9: Reset the timer here. I walked down the street for a few minutes earlier this morning and then came right back home. My iPhone 12 Pro is once again not connecting to my eero Pro 6.
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clayj And now my kitchen iPad, which was just sitting there minding its own business the whole time, has now also dropped.
Eero, PLEASE work with Apple to figure out why this is happening. There is no excuse AT ALL for a device which knows the SSID and password to become disconnected from the WiFi network. -
Hello clayj ,
I know this isn't affecting all Apple devices on all networks as my iPhone and iPad, both older versions work just find on my eero network at home. I'm wondering if you have tried disabling WPA3 if you have it enabled. If not, can you check and see if you have WPA3 enabled and try disabling it for further testing?
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James Hi James -- I am not using WPA3 here.
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Hello clayj ,
I went ahead and sent you a message. I would really like to take a look at the backend on your network and start getting all the steps you've taken rolled up into a ticket if possible. Can you please take a look at your direct messages? There are directions there that walk you through the steps to get a email to me directly. Thank you!
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Thanks for your efforts in this issue clayj. I’m new to the ecosystem and your posts are the top hit when googling the issue. Exact same situation here, random disconnects across newer iOS devices.
Any idea when eero will do something about this?
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Hello AllTaken ,
We would like to take a look at your network and help you troubleshoot this behavior as well. I will send you a message shortly with instructions on how to get an email to me so we can start troubleshooting if you would like. Alternatively you can also give our support a call using the link below to find the best phone number.
https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-
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James Hi James, thanks for reaching out. I see you’ve given me the standard response seen with this issue. Whilst I’d normally be fully on board with the idea of support taking a look, I don’t feel in this circumstance anything fruitful will occur.
The situation at present is that eero have multiple consistent reports of the issue and for months nothing has happened. The latest user to post in this thread explains the direness of the support so far. I won’t be partaking and I think I’ll get out of the ecosystem whilst I can. Thanks all the same and good luck to you all.
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I’ve had this problem for months now, not just iOS, but multiple devices disconnect. I have been working with support for 3 months or so. I’ve been waiting for Atleast a month for next tier to look at logs.
At this point they aren’t going to offer anything. It started around the May firmware upgrade.
Extremely frustrating, they told me to try to return to Best Buy where I bought it 11 months ago…. It’s not Best Buy’s problem, it’s Eeros.
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I have had the same problem for a few months now, but it is not limited to Apple devices. Our Samsung smart TV (2020 model) and a Chromebook all have the same issue. TV won't reconnect unless you completely remove the nearby Eero from the network and re-add it. We have to work and school from home, so after a day of fighting the wifi every 30 minutes, you get the adventure of trying to connect the TV. Always a blast at the end of the day. Have been in touch with support by phone and email multiple times and literally the only thing that they have offered is the legacy mode solution. That didn't solve it and now I have $300 worth of paperweights that are headed back in the very near future if Eero can't fix their issues. Nest wifi doesn't have WiFi 6, but if the choice is between WiFi 5 that works and 6 that doesn't, the working mesh network wins out.
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Hello jetglue ,
Thank you for reaching out here. I am sorry to hear that you are having this experience with your eero network. If you would like, I can take a look at the the network on the backend and go through some troubleshooting with you. I'll send you a direct message with instructions on how to get an email to me and my team shortly.
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Hi James
Despite repeated emails to support to find out the status of my RMA and refund, I have gotten no response. This is after I spent 3+ hours of my work day on the phone with live Tier 2 tech support over two separate days, which ended in the tech admitting that the problem would not be solvable and he was putting in a ticket for a refund. That was at least 10 days ago, and I was supposed to hear back within 2. Crickets since.
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Hello jetglue ,
I apologize for the delay in response on your ticket. I would like to look into this for you as soon as possible. I'll be sending you a direct message soon requesting some information that I can use to locate your ticket and get you an update.
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We are having the same or similar issues. Worked fine up until about 1 month ago. Now our iphone Xs (all three in the house) routinely get disconnected from wifi. Changing the network settings on the iphone from or to Private Address fixes the problem until they get disconnected the next time. Seems to be a ios / eero compatibility issue. All other devices in the house are fine.
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Hello Dan ,
Thank you for reaching out to us here on the community! If you are willing, I would like to collect some information about your devices and take a look into this. I will send you a direct message with steps on how to get an email to me so we can start troubleshooting. You can also give our phone support a call if you would rather troubleshoot over the phone with one of our support agents. I will provide a link with their numbers below.
https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-
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Having the same problems with iPad Pro and eero WIFI randomly dropping, it’s super annoying. iPad Pro running 14.7.1
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Beware SaltyJim
Eero is always quick to respond when you post these publicly visible comments, but they'll disappear on you when they inevitably cannot solve the issue with their product.
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jetglue I’m on month 3 or 4 now of support with no resolution. I’ve gone back to my Fios provided router. I don’t have the heart to sell someone my broken Eero equipment.
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Hello SaltyJim ,
Thank you for reaching out to us and welcome to the Community! Can you please check and disable private address on the eero network and test? Also, check your eero network and if you have WPA3 enabled, please disable that in the eero app and test again. Let me know if you're still experiencing this behavior after disabling those two options and I'll pull you over to email so I can review your network. Also, is it just the iPad Pro or are other devices also experiencing this?
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These steps did not fix my problem. My iPad and iPhone 12 are all having the same problems by constantly getting dropped. Obviously an update by eero or Apple needs to happen sooner than later.
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Hello SaltyJim ,
Thank you for going through those troubleshooting steps. At this point we're going to need to take a look at the network and the logs to see what might be happening with those devices. Please give us a call using one of our support phone numbers in the link below so we can continue to troubleshoot.
https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-
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SaltyJim They have had my logs for over a month…… still haven’t looked at them by the next tier. So let me know if they actually come back with anything. They see the devices disconnecting but want next tier to take a look.
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Okay, this is what has worked for me and it was pretty simple. All I did was restart my eero Network through the eero app and all my devices that were randomly dropping iPads/iPhones have stopped. I’m now on day three with no devices dropping from network. Maybe this will work for you?!?
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SaltyJim I’ve tried everything…. Even had them send me new hardware.
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Reset the timer: One of my iPads (the most recent iPad Air) dropped connection overnight and did not rejoin the network on its own.
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Another me too, iphone SE with eero (standard) dropping network. Other Android, windows device no issue.
Am pretty sure helpful eero customer rep will send me a DM to request logs. But I know that eero knows that loads of folks are having issues, and their development team is not able to figure this out
Hope eero realizes that this is how product lose their pride!!
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Hello jains ,
What troubleshooting have you done so far? Can you check and see if you have WPA3 enabled on the eero app, if so please disable it. Then monitor the devices to see if they continue to drop?
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James
- there are multiple users reporting this issue on this thread -- has turning off WPA3 solved the issue for all (or most) of the users? if not, your response is unsubstantiated?
- If WPA3 turned off has actually solved the issue for all (or most), it has been 3 months - is the issue with iPhone acknowledged as bonafide issue by eero? I challenge you to acknowledge it!
- Despite my sarcasm, I do understand your are doing your best as support person, amongst a clueless engineering org who can't fix (or even admit) a bug --- so I have indeed turned off WPA3, and will update either way in a few weeks (like our veteran warrior clayj )
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after turning off beta labs WPA3 - haven't seen the issue.
will update this post if the issue resurfaces after a few weeks
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