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

    Like
      • JBake130
      • JBake130
      • 2 mths 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.

      Like
  • 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?

    Like 1
      • clayj
      • clayj
      • 2 wk 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?

      Like
  • 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).

    Like
    • 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.

      Like
  • 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

    Like
  • 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.

    Like
  • 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.

    Like
      • stevesrt
      • stevesrt
      • 2 wk 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.

      Like
  • 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.

    Like
      • rockrink
      • rockrink
      • 3 wk 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

      Like
  • Sure enough, it just happened again -- my iPhone 12 Pro running iOS 15.1 dropped off of WiFi while I was sitting at home watching a movie. Had to reconnect manually.

    Eero, YOU NEED TO TALK TO APPLE AND FIGURE OUT WHAT IS GOING ON HERE. This is unacceptable. If having the Private Address feature turned off, as I do on all of my iPhones and iPads, is the reason for the issue, then YOU AND APPLE need to figure out how to get it fixed.

    Like 1
  • Same issue here. Bought Eero 6 Pro April 2021, two months ago it started dropping connections. Everywhere. All devices. Infuriating. 

    Like
  • FYI: Just now (1:40 PM EST) updated my iPhone 12 Pro to iOS 15.1.1 (new update from Apple today). WiFi looks good after the phone restarted. I will keep an eye on this today and advise if I see a WiFi disconnect.

    Like
      • clayj
      • clayj
      • 2 wk ago
      • Reported - view

      clayj And less than 10 minutes later, the phone switched from Private Address = OFF to Private Address = ON. I am going to start chasing Apple on this some more as well, but I still wonder if something in the Eero is causing this to happen.

      Like
      • clayj
      • clayj
      • 2 wk ago
      • Reported - view

      clayj And now another device (an iPad Pro which was just sitting there minding its own business, no updates or anything else today) has flipped from Private Address = OFF to Private Address = ON.

      Eero, have you contacted Apple yet about this?

      Like
      • stevesrt
      • stevesrt
      • 2 wk ago
      • Reported - view

      clayj The eero can’t change the private address setting. Normally that’s remembered per SSID. I didn’t reread the thread but have you tried forgetting your network and reconnecting? Almost seems like the device has both settings (two saved networks?) and is switching when roaming, except that settings change triggers the MAC change. I seem to recall there is a network setting reset procedure for iOS but IIRC that forgets all SSIDs.

      Like
      • clayj
      • clayj
      • 2 wk ago
      • Reported - view

      stevesrt Every time I have a disconnect of any sort, I tell the disconnected device to forget the network and then re-join it.

      Like
  • In case anyone is wondering: I know when this happens because the Eero app on my iPhone pops up and says that a "new device" has connected to my network. It's not actually a new device -- it does this because the MAC address of the device has "changed" due to the Private Address option on the phone changing from OFF (where the true MAC address is shown to the Eero network) to ON (where a randomized MAC address is shown to Eero). In other cases, the device drops completely off the network and I only notice when I check the Eero app and see that the device was "Recently Online".

    Like
  • I'll be honest...  In reading this thread, I'm super discourage about my purchase.  To make my situation more complicated, I purchase the new Ring Alarm Pro that includes the wifi 6 router (not pro).  I purchased 2 extenders and ordered a 3rd (on backorder) for 4,200 sq ft home.  The Ring alarm pro works great. (backup internet, hardwired the doors, etc)  But, the embedded Eero is functioning similar to what I'm seeing in this thread.  We have the newest iPhones, they seem to drop all the time.  I can literally be on safari (speeds great), open another app (ie. Lowes, FaceBook, etc) and it won't load...  toggle off/on wifi and it connects and works ok for a few more minutes.  This doesn't happen on my company wifi with over 30 waps.  I've turned off private ip, icloud private relay, etc.  I do think that causes some issues.

    I still have time to return my extenders.   I don't know what to do.  I thought about keeping the Ring Alarm Pro, don't use the eero embedded...  Count my loss, and order a new Orbi?  I really wanted to give them a chance.  But, something is off with Eero and Apple.  I have had to reset my connection with wifi on Smart TV a few times too.  So, I'm not 100% sure it's just Apple.  I really thought I was purchasing the best wifi here...  Ring doesn't embed a Wifi 6 Pro lol.   Or, I would've gotten that :)

    Like
      • JBake130
      • JBake130
      • yesterday
      • 1
      • Reported - view

      smphillips return it while you still can…..

      Like 1
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