Scheduled Updates

Your response does NOT address the issue. We need control over when updates happen, regardless of whether or not you think it is “safe” to do it after 1am. You don’t know anything about my business, or that of others, to just decide we are probably not busy after 1am so “update away”.

Customers do business at all hours. We work with online systems that are sensitive to network interrupts We use VPN connections to access proprietary data, and these terminate if network connections are lost. We may even be running critical system backups - all after 1am.

Looks like this feature request was submitted almost a year ago and still, nothing? You should be in the business of providing customers with the solutions we need, not the ones you “want us to have”.

Gosh, this solution you have stated sounds a lot like an “Arrogant Apple” response 👎🏾👎🏾

Jeff C. Bump. This is a tragic flaw in the eero system. I will be shopping for other solutions now (by way of my LTE network on my iPhone) because every night while I try to conference with my co-workers in Berlin I have to tell them my internet is about to drop out because my home network forces automatic updates that kills everything for 20 minutes. Terrible design and no effort to fix it. Pretty bad stuff eero.

invisibleben —

Thanks for reaching out and sorry to hear the issue you’re experiencing. I can definitely see how that is frustrating.

Just so you know, your eero network will only quickly reboot overnight when there is an update applied to the network. We don’t release updates every night, so I suspect something else may be going on.

A member of our support team will be reaching out. We look forward to getting this resolved.

Jeff C. 

The updates are NOT always quick and that response still doesn’t address the issue. Doesn’t matter the reason for an update, they should NOT happen at all without customer consent. Just last night, the so-called “quick” update occurred right in the middle of an important database update online, at 1:30am. This network interrupt caused me to lose 2 hours worth of work because it happened in the middle of a save/write operation!

I already submitted support ticket requesting a definitive date when a manual (non-automatic) update feature will be provided. Given that customers in this forum raised this issue a year ago, if Eero has ignored this critical feature then I WILL BE RETURNING THIS PRODUCT to the store and purchasing a system from one of your competitors.

vmystikilv Thanks so much for sharing your feedback, and welcome to the eero Community! I'd like to clarify that the eero system does allow for manual updates to be pushed via the app when a new firmware version is available. While the window will vary from customer to customer, most users will have a few days before the update is pushed automatically to their network, as we don't roll out the update to every user immediately.

You can check our firmware release notes here, and the update should be available in your app from the day of release. While we're still considering the implementation of scheduled updates, this functionality will still give you a large degree of control over when the update will be applied on your system. We encourage you to check for updates periodically on the app so you can apply them at your convenience. Thanks again for taking the time to share your thoughts with us, and enjoy your time on the Community Forums!

Kindly,
Drew, eero Community Team

Drew Thank you for your reply but I don't see how the ability to run the update manually solves the issue either because we don't know when an update will be available.  Are we really supposed to check out system every day to see if an update is pending and if so manually apply it to prevent you from disrupting our network at an inconvenient time?  Here are a few feature suggestions.

1) Add the ability to set a Time range when updates should be performed.  So we can schedule a 1 or 2 hr period that we fell will not disrupt our work.

2) Add the ability to be notified when an update is pending.  This would allow us to push the update before the scheduled update.

I understand that a cloud based system needs to be kept up to date so the ability to "turn off" updates is not ideal.  But you should allow a window for the user to perform the update at their convenience and then push only when they do not.  Notifying the user that an update is available is key here.

I really can't believe this feature is not on the feature request list.

https://community.eero.com/t/y7t861/list-of-current-feature-requests

It has been requested.  You claim to still be considering it.  So why isn't it on the "Under Consideration" list?  Better yet put it in the planned section :)

Thanks for your reply and feedback ron_g!

I definitely see where you're coming from, so I'd like to go into a little more detail from my earlier post. In a matter of speaking, we do already have a window in place where you'll be able to both learn of the update and manually trigger it at your leisure. Our release notes can be found here, and they will always be available from the day of release, so it's not necessary to check the app daily to know when an update is available – our release cadence is about 4-6 weeks, so you'll only need to check your app and/or that article page at that interval, with some variance. Additionally, the process of rollout doesn't happen for all networks simultaneously, so there's a several day window from the moment the update is "live" where you can apply manually.

Past that, please rest assured that both update scheduling and app notifications are still under active consideration for implementation, with the latter already being listed on our "Under Consideration" list in the main Feature Request thread. Of course, you understand that the changing nature of such a list means it can't be exhaustive, which is why we have a catch-all link for those requests which aren't listed explicitly. We've also got the "Under Consideration" tag at the top of this thread to that effect as well. 🙂

As always, we deeply appreciate and value this type of feedback, as it helps us to identify not only the ways we can improve, but the priority we give to those improvements. Thanks so much for being a crucial part of helping these forums fill that purpose, and please don't hesitate to share your feedback on any other topics that strike your interest!

Kindly,
Drew, eero Community Team

Drew How hard would it be to create a subscript for the release notes?  Or to post to a common thread on this community so I can subscribe to that?  This way I can get an email when a release is pending.  That would allow me the opportunity to manually update ASAP.  I really think there are relatively easy things you could do here to make this less of an issue.  I still can't believe that is seems OK to just push a release after 1am as if nobody works later than 1am.  Timezones don't allow this to work anywhere.  My 1am is 7am in New York and business has started there.

I have been in the middle of working on something only to have my internet go out and I think...ah eero update again.....  I like that you keep the software improving.  But I don't like the forced updates while I am connected through VPN to a database and I lose that connection.  This can cause critical errors.

I am not going to try to figure out your "release cadence"  and have to manually check on my own.  That is ridiculous of eero to expect from us.  How do we know if you might have an emergency update?  How do we know if you decide to release something on a different cadence or change your cadence.   You say the releases are rolled out so I have several days.  Well someone has to be first so do I really ?

I appreciate that you are trying to help by offering this help but these are things I already know and they don't meet the need or I wouldn't be wasting my on this community trying to address the issue.  The first reply on this thread was from support saying we update after 1am when it's safe to do so as if that was a good answer.   It wasn't.  Telling me to start watching a release notes web page isn't either.

Thanks for the follow-up reply, ron_g.

My reply was just a suggestion for a way to work around the updates as we currently have them implemented – if it's not a viable option for you, then I absolutely understand, and apologize for any frustration or offense my suggestion caused. Past that, we sincerely thank you for your patience and understanding as we work to evaluate and explore the best ways to officially implement these features into the product, and we're sincerely grateful for your valuable, detailed insights on the subject. We'll continue to announce updates to features both on these forums and through other channels, so please rest assured that as soon as there's something new to share, we'll make sure y'all know!

Kindly,
Drew, eero Community Team

Drew I'm a pro installer just sold and setup my first one dozen unit. Very nice fast implementation. However reading about not having the ability to schedule updates or even turn them off completely is absolutely counterintuitive to making a pro level product. 

ron_g It's working fine for me.

ron_g Thanks for sharing this with us. I'd like to assure you that we haven't placed any of our pages behind any captchas, and the behavior you're seeing has nothing to do with your personal use of automation. We're currently investigating some unexpected behavior with Cloudflare on eero networks, which is resulting the captchas you're seeing. We hope to have a solution for this soon, and you should be alerted automatically when we have a full resolution. Thanks so much for your understanding!

Kindly,
Drew, eero Community Team

Drew  glad to hear that!  Thanks for the update.

wesley Updates are not sent every night.  They're sent, on average, every 1 month.

wesley it's not every night

ron_g asleep at the switch! 

thesillyrabbit “You guys”? I’m just a customer like you doing my bit to let anyone following the thread know about updates so you can maybe trigger the update during the daytime or at least before starting any long, overnight network operations... until eero implements some sort of in-app notification. 

Theo this obviously wasn't directed at you. Thanks for your updates. What I was talking about was the email they now send out before updates and it was directed at the people who work at eero. This feature has been a long time coming. Just do it already.

Theo I just stumbled upon this thread because...my network went down without warning to install v6.1.0-877. So about 10 days before update was automagically pushed to my network at about 0215 local time. Thank you for posting these updates. Absolutely ridiculous that we have to rely on you.