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MacBook Pro Connection Problem

Hoping to find some help here before I can get a hold of Tech Support. My MacBook Pro is able to connect to Eero but the internet is not functional. Our other Apple and non-Apple devices work just fine. My MacBook Pro is in stationary position. Thanks for your help!

42 replies

    • paulmez
    • 6 yrs ago
    • Reported - view

    Hello,  Just installed the eero network and my wife's MBP is having the same network issue.  In addition, she had to disable the trackball as it was taking on a life of its own when connect to the eero network.  Not sure if anyone else had the trackball issue when the eero network was connected.  seems a bit odd but maybe it is some sort of device conflict.  We shutdown the eero network and I replaced it with the Linksys wireless router we had been using with no issues for a few years.  After doing this earlier today the network works fine and the track is not having any issues.  My wife took the MBP to Apple, it worked fine there and they could not find any issues.  Seems like there is a "known" issue with MBP and erro.  Who own the issue is still to be determined it appears.  Considering sending my eero back to Amazon and getting my $400 back for something else.  Not sure I agree with having to setup a static IP for the MBP as others have suggested which seems to resolve the issue however I am not sure if that is a permanent fix.  Any feedback welcomed. 

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

      paulmez  —

      Thanks for reaching out and sorry to hear the issue you and your wife were experiencing.

      In regards to the trackball issue, I can't imagine the eero having anything to do with this. Seems like maybe a coincidence that it happened around this time. Nothing with the eero network should conflict with these types of devices.

      Setting up an IP reservation has proven to help, so we would suggest starting there and seeing if that seems to make the issue disappear. If you need any help setting up an IP reservation, please see this article. However, there are not any known issues with MacBook Pros on eero networks, so we should be able to help get to the bottom of what is going on.

      If you need any assistance, our team is also happy to help. Feel free to give us a call at 877-659-2347 or email support@eero.com .

      Thanks again!

    • paulmez
    • 6 yrs ago
    • Reported - view

    Jeff,

    When I get back home I am going to do some testing on this.  Not sure if it is a coincidence but the trackball issue started when it first connected to the eero network, did not happen when not connected to the network outside the house, happened again when back in the house connected to eero and then it went away when she shutdown the eero network and turned the Linksys network back on.  I work in the technology industry so I understand erro's consistent position of "any known issues with MacBook Pros on eero networks" when indeed there are issues.  What would be beneficial is that eero work with Apple to identify where the issue is.  I don't think people care if the issue is with eero or Apple or both but would prefer to see some effort to collaborate with Apple rather then just say there is no known issue.  What I do know is, the majority people are going to change out there eero networks and not their MBP (a $1500 device) if they can't get it to work correctly.  And, unresponsive support will only have people spread the word not to buy eero.  Not because of the MBP compatibility issue but because of the let's take the corporate party line position of "no known issues".  How about we have not been able to duplicate this issue repeatedly and we would like to work with our community who are having this issue to better understand your device, configuration, etc.. and see if we can identify some common things that may be causing this issue. 

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

      paulmez  —

      Thanks for the reply. 

      Just to clear up anything that may have come off otherwise on my end, I wasn't trying to say you weren't experiencing any issues. Based on the fact that a large population of our customers use MacBook Pros (including everyone here at eero who test the eero product in our homes), we haven't seen any consistent issues that would deem there to be a known issue with MBPs on eero networks. That doesn't mean there isn't something going on, but we are not able to identify an issue without having tech support dig into the specific issue you are currently running into.

      I can assure you our support team isn't unresponsive, and we'll do everything we can to get to the bottom of what is going on. 

      Thanks again.

      • mitct02
      • 6 yrs ago
      • Reported - view

      paulmez - agree with you on the fact that it is a shame that eero has not taken advantage of this group of people experiencing the same issue. I struggled with this for months and months before finally giving up and switching to Open Mesh hardware (and cloud-based software). I have not experienced the intermittent connection issue once since ditching eero. I didn't get enough of my money back from selling the first three (I have another set of three located in another home which I will switch out in the spring), but I do not regret switching as not only has reliability ceased to be an issue, but performance is much better too.

    • paulmez
    • 6 yrs ago
    • Reported - view

    I will provide an update in the next day when I get back and do some testing.  thanks,

    • eugenekogan
    • 6 yrs ago
    • Reported - view

    I still have daily problems connecting to my eero wifi from both of my MacBook Pro laptops. Almost every time I open the lid and the laptop wakes up, it can't connect. I end up having to disable/re-enable wifi several times before it finally works. In the past (before this issue started happening) it was always connected as soon as I opened the lid.

    I've created IP reservations for both Macs but that does not seem to have improved the situation. I also tried resetting a bunch of stuff on the Macs (PRAM and SMC), but that didn't help either.

    Any ideas on how to actually fix this, short of getting rid of eero?

      • mitct02
      • 6 yrs ago
      • Reported - view

      eugk Welcome to the sad club. I tried fo months and months. What you describe is exactly what several of us were seeing. Disable and re-enable wifi and it works fine - for a while.

      Once eero gave up on it - they just said it was a mystery - I gave up and switched to Open Mesh and have not had one single problem in months.

      Sad that eero never used this thread to determine what we all had in common.

      • eugenekogan
      • 6 yrs ago
      • Reported - view

      Thanks for the reply. It's good to know that other mesh products are working out better. Of course, that's not a great solution when I just spent $400 on eero a few months ago. I've also recommended eero to other people, which is starting to feel like a mistake 😕

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

      eugk —

      Thanks for chiming in. If you haven’t yet, please contact eero support.

      Due to the limitations of troubleshooting and diagnosing a specific issue over the community, as well as the tools available to our tech support team, the best way to figure out what is specifically happening in your case is by opening a ticket.

      Please email support@eero.com and mention this thread and add “ATTN Jeff C” in the subject line. Our mesh team has specific steps to take so we can try and reproduce your issue, so I’ll make sure whoever you are working with has those steps.

      Thanks.

      • camtheman
      • 5 yrs ago
      • Reported - view

      eugk I have the same issue, it's very annoying. The issue arises consistently when waking my mbp at a different location in the house, near a different access point (different eero -- I have two 1st gen eeros in my house). My current workaround is just disable / enable WiFi on my mbp, but it's annoying and shouldn't be necessary. I just ordered a Plume WiFi system which I've heard handles handoff between access points the best of all mesh systems at this point in time. Hopefully eero can push a firmware fix for this. I'll be running the Plume for a few weeks to see if that solves my issues.

      • kjonmiller
      • 5 yrs ago
      • Reported - view

      camtheman Please do keep us posted. We have experienced the same issue with our MBP for years and it is reaching a point where we may also need to replace eero. My wife can't rely upon wifi while working from home. I would ask eero to look at this issue as a greater priority. I have tried many troubleshooting steps over the years with none working. 

      • camtheman
      • 5 yrs ago
      • Reported - view

      kjonmiller I've been using a new Plume system now for around 10 days, using all of my devices in the same manner as before. This connection issue hasn't happened so far, which is looking very promising. I'll post back here if it does happen though.

    • BillZ
    • 5 yrs ago
    • Reported - view

    Another user with the same problem. only in bridge mode, which I need for various reasons. Has anyone found a permanent solution to this problem?

    Thanks

      • mitct02
      • 5 yrs ago
      • Reported - view

      BillZ I had the same problem for a long time. I tried Orbi, Google, Open Mesh and a couple more I can't remember any more - every one of them worked fine with no connection issues. I switched to Open Mesh, sold my eeros for pennies on the dollar, and am happy as a clam. As much as I loved the eero simplicity, I was too frustrated with their unwillingness to acknowledge the problem or leverage the people in this thread to stick with them.

    • kjonmiller
    • 5 yrs ago
    • Reported - view

    I am also in bridge mode and still experiencing the issue with no resolution from eero.

    eero - Would you please provide an update on your research into this issue; you will continue to lose customers if there is not a resolution soon.

    • gwhalin
    • 5 yrs ago
    • Reported - view

    Same issue for my work MBP, my personal MBP, and my wife's work MBP.  Any update on this.  Clearly a problem with eero at this point and I am at a point of thinking I should just sell these things on ebay and replace them.  

    • oviano
    • 5 yrs ago
    • Reported - view

    I wonder if the issue here is the same as this one I posted about the other day:

    https://community.eero.com/t/h4bkwy/a-year-of-stability-but-now-im-really-struggling-with-eero

    You folks with MacBooks - when it can't connect, does it come up in your menu bar with the wifi symbol with a "!" over it, i.e. it connects but can't get an IP address? If so, if you go into System Preferences -> Network -> WiFi -> Advanced -> TCP/IP - Renew Lease, does it give you an IP address (even if it loses it again quickly)?

Content aside

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