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Eero not compatible with Arris TM1602?

Recently purchased an Eero and can not get it to work with my Arris TM1602. I spent hours with my ISO tech and on the phone with Eero support. In the end the sent me a new gateway, but it’s still not working.

The gateway seems to turn off once it is plugged into the modem every time. When plugged into the wall, it seems to be fine, but within a couple of second of being connected to the modem it just seems to turn off. 

20 replies

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    • cMoo92
    • 5 yrs ago
    • Reported - view

    What do you mean by the eero gateway “turns off”? Does the status light go off?

    • Cb90026
    • 5 yrs ago
    • Reported - view

    Yes, status light turns off and connection to the app is lost.

      • cMoo92
      • 5 yrs ago
      • Reported - view

      Cb90026 that sounds like a hardware issue with the eero—maybe you got two duds. I think it would be incredibly unlikely for a modem to cause this type of issue.

      Have you talked to eero support since you got the replacement eero?

      • ArtsyCB
      • 5 yrs ago
      • Reported - view

      cMoo92 Cb90026  Similar issues and would love to know if yours is solved... I was having issues with my eero and a Motorolla modem from Spectrum continually dropping the internet signal.  Thinking that it was a Spectrum problem, I took the Motorolla in for an exchange.  They gave me an Arris Touchstone TM1602AP modem.  I hooked it up three days ago, and the problem seems worse even than before... continual drops of the internet for our home business + college students trying to do online classes = disaster.  I am now thinking it must be an eero problem and wondering if I need a different router altogether, though I have no idea what.  Any suggestions?

      • cMoo92
      • 5 yrs ago
      • Reported - view

      ArtsyCB my suggestion would be to call eero support. If they can’t help you, I’d recommend getting a Netgear CM600 modem. I have that one personally and some one else in this thread posted that they used this same modem on Spectrum specifically without issue.

      • Cb90026
      • 5 yrs ago
      • Reported - view

      cMoo92 ArtsyCB I ended up purchasing the CM600 and it made no difference. I was shipped a new gateway, no difference. It's never worked longer than a couple hours and even then I had to plug it into the Spectrum router, not the modem. eero support has shipped me a 3rd gateway that just arrived, but I haven't had time to try it.

      Overall, I'm pretty disappointed in their support. weeks to reply sometimes, phone hours aren't at all compatible with my work schedule and have offered very few solutions. I fully regret purchasing this through amazon because it is now outside the return window for the eero and the CM600.

      • ArtsyCB
      • 5 yrs ago
      • Reported - view

      Cb90026 Well, I am glad I read this before sending off for the new modem.  I am not renting the Arris, as it is included in my Spectrum package.  I did buy the Geek squad warranty when I purchased my eeros from Best Buy, so I may just take them back and go with another router.  I just wish I knew which one.  The eeros worked pretty well for about 9 months, but this has been so very frustrating.  Thanks so much for describing your experience.

      • MrDoh
      • 5 yrs ago
      • Reported - view

      Cb90026 Wondering if what you're seeing is Specturm itself? The Netgear CM500V works will with my eero, but I'm on Comcast. Support from Spectrum, Comcast, and the other giant companies is pretty disappointing. Wishing you good luck!

      • Cb90026
      • 5 yrs ago
      • Reported - view

      MrDoh I wondered the same thing. Have had Spectrum support out twice, used different modems and routers (both Spectrum and others) with no problem. I've ONLY had problems with eero so far.

    • MrDoh
    • 5 yrs ago
    • Reported - view

    Just got a Netgear cm500v modem, and it looked like it might be incompatible with the eero as well. Dealt with it by deleting the eero network, and rebuilding it node by node, following the app instructions. Now it all works fine again. Since I didn't see that you had tried that, thought I'd suggest it. Just go into the app, then into Network Settings, then into Advanced settings, then to the bottom of that page and use the "Delete network" section. You may also have to reset the nodes to get it reconfigured, but you'll find that out as you go.

    While you're re-building the network, I found that the nodes were slow to start to flash blue (ready for bluetooth pairing), so I found myself losing patience and using the serial numbers on the bottom of the nodes in the configuration process. Anyways, re-building the eero network worked fine for me *smile*.

    • philek9
    • 5 yrs ago
    • Reported - view

    I have the same modem as the OP and purchased a 1st gen kit.  I tried to install it for the first time yesterday and it took me forever to get the 1st eero hooked up.  I was struggling to pair it and get through the tests on the app.  I swapped out the eeros and finally something worked.  Now, I have 1 eero connected but adding a 2nd provided similar complications and I was never able to successfully add either one of the 2 remaining eeros.  

     

    So far, I've tried plugging in the ethernet cable to either one of the remaining through the gateway eero and the app can't detect it or pair with it.  I never see a blue blinking or solid light during the process.  When I enter the eero addresses manually, they both are easily found but fails the next step of testing (which is testing the distance/connectivity between them and the gateway).  Please note, I have all eeros next to the modem so distance shouldn't be an issue.  I can't get passed this step either I have ethernet cables plugged in or not.  

     

    Anyone have any ideas how I can get passed this stage?  I'm looking to call eero support once I get home from work.  This is so frustrating.  My past setup with google wifi was completed in under 5 minutes for all 3 PODS.

      • eero Community Manager
      • Jeff_C
      • 5 yrs ago
      • Reported - view

      philek9 Please give us a call at 877-659-2347. Our tech support team is more than happy to help. Thanks.

      • philek9
      • 5 yrs ago
      • Reported - view

      Jeff C. I will call as soon as I get home.

    • PMSyPly
    • 5 yrs ago
    • Reported - view

    Wow this is VERY strange!  To think that ANY router on the market would repeatedly shut down when connected to a modem,,,  I'd love to hear that CB90026 gets this resolved with eero.

    I'll chime in that the BT pairing process.... you don't wanna be real close to the eero, 4-8 feet I'm told is fine but too close can overload the BT and not complete the pairing process.

      • Cb90026
      • 5 yrs ago
      • Reported - view

      PMSyPly No resolution yet, but I haven't had a chance to spend time on the phone with support (last time was about an hour).

       

      If I'm unable to resolve this, I think I'd likely move to getting a different modem. Would love a recommendation for an affordable one that works great with Eero!

      • eero Community Manager
      • Jeff_C
      • 5 yrs ago
      • Reported - view

      Cb90026 Can't go wrong with the SB6190 from Arris. 

      • philek9
      • 5 yrs ago
      • Reported - view

      PMSyPly I've tried 2 feet, 15 feet, and 25 feet with no luck.  

      • MrDoh
      • 5 yrs ago
      • Reported - view

      Jeff C. Unless you also get VoIP from your ISP.

      • Mike_A
      • 5 yrs ago
      • Reported - view

      Jeff C. Actually, not long ago I would have agreed with you, but not now. I initially bought the very popular SB6183 but soon afterward found out it has issues with my internet provider, Spectrum. So I naturally was going to bump up to the 6190 until I saw the many posts around the internet warning against using it or any modem using Puma 6 Chipset. Im using a Netgear CM600 now and have had zero problems with it.

       

      https://www.dslreports.com/shownews/The-Arris-SB6190-Modem-Puma-6-Chipset-Have-Some-Major-Issues-138411

      • cMoo92
      • 5 yrs ago
      • Reported - view

      Mike A I agree. I’m not a fan of the SB6183 or SB6190 because of the same issues you’ve seen, and I’ve seen this on my eero home network and at a couple businesses running enterprise routers. It does seem to make a difference what ISP you have though. Some people have no issues, while others (like me do). I have Suddenlink as my ISP. Like you, I also run the Netgear CM600 on my home network without issues.

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