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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

    • SaltyJim
    • 3 yrs ago
    • Reported - view

    Having the same problems with iPad Pro and eero WIFI randomly dropping, it’s super annoying. iPad Pro running 14.7.1  

      • jetglue
      • 3 yrs ago
      • Reported - view

      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.

      • JBake130
      • 3 yrs ago
      • Reported - view

      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.  

    • eero_support
    • 3 yrs ago
    • Reported - view

    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?

    • SaltyJim
    • 3 yrs ago
    • Reported - view

    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. 

      • eero_support
      • 3 yrs ago
      • Reported - view

      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-

      • JBake130
      • 3 yrs ago
      • Reported - view

      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. 

    • SaltyJim
    • 3 yrs ago
    • Reported - view

    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?!? 

      • JBake130
      • 3 yrs ago
      • Reported - view

      SaltyJim  I’ve tried everything…. Even had them send me new hardware.

    • clayj
    • 3 yrs ago
    • Reported - view

    Reset the timer: One of my iPads (the most recent iPad Air) dropped connection overnight and did not rejoin the network on its own.

    • jains
    • 3 yrs ago
    • Reported - view

    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!!

      • eero_support
      • 3 yrs ago
      • Reported - view

      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?

      • jains
      • 3 yrs ago
      • Reported - view

      James 

      1. 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?
      2. 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!
      3. 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 )
      • jains
      • 3 yrs ago
      • Reported - view

      after turning off beta labs WPA3 - haven't seen the issue.
      will update this post if the issue resurfaces after a few weeks

    • Dan.2
    • 3 yrs ago
    • Reported - view

    I turned off the WPA3 setting on 8/24/2021 and it has resolved the problem.

      • JBake130
      • 3 yrs ago
      • Reported - view

      Dan I turned off WPA3 back in January, because it was messing with my smart switches.  Problem started in May for me. I’ve given up, support stopped responding.

    • clayj
    • 3 yrs ago
    • Reported - view

    FWIW, I have never had WPA3 turned on here and the problem persists. Turning WPA3 off might be *one* way to resolve the issue, but it is certainly not the only factor at play here.

     

    Hoping that updating to iOS 15 later today fixes the issue -- if not, then the ball is back in your court, eero. Can you tell us if your developers have EVER reached out to Apple's developers about this?

      • clayj
      • 3 yrs ago
      • Reported - view

      clayj Eero, have your developers spoken with Apple about this issue? Has there been ANY testing of turning Private Address OFF and using IP reservations, so that a given iPhone or iPad always uses the same IP address?

    • aaronuae
    • 3 yrs ago
    • Reported - view

    Just upgraded to iOS 15.1 Beta (I've been on the betas forever), and I never had this problem UNTIL now.

     

    I can connect to the Euro router-- but not to any website.  I switch to my ISP's wifi modem-- it works fine.  I use a laptop to connect to the Euro router-- works fine.  

     

    So basically, the Euro router cannot handle iOS 15.1 (private relay is indicated as off, and am not using a private [random] mac-address).

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello aaronuae ,

      Thank you for reaching out to us and welcome to the Community! Not being able to use our devices can be frustrating and I would like to look into this with you if you are still looking for assistance. There could be a few different reasons why this is happening and it would be best if I can review your network and get information about the device to better assess the cause. I will send you a direct message shortly with directions on how to get an email to me so we can verify your account and start troubleshooting.

    • aaronuae
    • 3 yrs ago
    • Reported - view

    See my thread/topic about iOS 15 and 15.1 having major issues with Eero Pro 6's.. (no problem with other routers staying connected)-- Just below this topic :-p

    • stevesrt
    • 3 yrs ago
    • Reported - view

    Hi all, had posted on Reddit threads several months ago. Had disconnect/connection refused issues since iOS 14.5 or so (forget now which). Toggling Private Address, to on or off, whichever it isn’t, lets the device reconnect. As in, changing the MAC address lets it reconnect. 
    Long story short, turning off WPA3 fixed the issue for the past several months for me.

    • rockrink
    • 3 yrs ago
    • Reported - view

    Was there ever a definitive solution to this issue? I am having the same problem with one iPhone. Wife's iPhone is fine. Ipad is fine. Only the one Iphone, and I can turn to Settings on the phone and watch the wifi connect and then disconnect.  I've got four units in total -- one of which is a router. I'm in a 2500 square foot townhouse. I need all of the units because I need to use the ethernet port of each unit. Thus, there is no option to use less units. Please let me know if I just need to send these back and go with an alternate mesh solution. Thanks.

      • stevesrt
      • 3 yrs ago
      • Reported - view

      rockrink 

      eeroOS 6.5.1 seems to have fixed the problems for me, finally.  I've had WPA3 on for 2-3 weeks now, after having to turn it off since spring 2021.  For me that was the issue, and "manually reconnecting" was not possible (connection was refused) without toggling Private Address so the phone used a new MAC.

      Private Address just creates a new MAC address for each wireless network.  Having it off generally should improve roaming, if anything.  The intent is to not let "corporate" Wi-Fi track your MAC address to different stores or networks.

      Sounds like there are multiple issues going on.

    • clayj
    • 3 yrs ago
    • Reported - view

    No, no *definitive* solution. I am continuing to monitor here. A few notes I can add at this point:

    1. My original setup was 3 eero pros. That then changed to one eero pro 6 (replacing the gateway unit in my office) plus 2 eero pros, and more recently to just 2 eero pro 6 units (so all of the original eero pros are gone) -- I actively monitor for eeroOS updates and apply them immediately once available. Occurrence of the problem appears to have decreased since I dropped down to 2 eero pro 6 units, but it could also be that changes in eeroOS or iOS/iPadOS have also helped.
    2. I do not use WPA3 and never have. Turning off WPA3 may help those who have it turned on, but it was not a factor here.
    3. One thing that seems to cause the problem to occur fairly regularly is applying an iOS or iPadOS update to a device. Either immediately after updating or up to several hours later, the WiFi may disconnect and have to be manually reconnected. No idea if this is caused by a problem in Apple's software or the eeros.
    4. Most of the devices that have disconnected are stationary iPads -- mounted on arms and used as TVs. So it's not a question of them moving around through different coverage areas.

    I will continue to update this thread as I encounter the issue.

      • rockrink
      • 3 yrs ago
      • Reported - view

      clayj Thanks for the response -- very informative. 

      I don't think I have the patience for these units. I'll pull them out of circuit and reinstall my 12 year old Apple AirPort Extreme and airport expresses tomorrow. Was hoping to watch football though. 

       

      R

Content aside

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