Help Can't conect

Hi all , got My eero 6 installed , new modem , installed the app on my phone it cand find eero router, so tried on my pad and it found it but says cand conect to the Internet, says external ip adress has a problem , thank in advance,  talk talk no help 

3 replies

    • Michael_eero_support
    • 7 mths ago
    • Reported - view

    Hi Fastin19th

    The first thing you want to try is unplug both the modem and the eero from power for at least 3 minutes.

    Plug the modem in first, wait for it to finish booting and then plug in the eero.

    If that doesn't get it to work it is usually a good idea to test the modem and make sure the modem is providing access to the internet via the ethernet cable.

    If you have a testing device, something that you can hardwire in using ethernet and browse the internet with, like a laptop, desktop, Playstation, Xbox or some smart TVs, that would be helpful.

    Switch from modem->eero to modem->testing device and see if you can browse.

    If you cannot, call the ISP (and I would leave the testing device hooked up, that way when they say "it's fixed!" you can test and verify).

      • Fastin19th
      • 7 mths ago
      • Reported - view

      Michael_eero_support I don't have a laptop but will try what you said , thanks 

    • Fastin19th
    • 7 mths ago
    • Reported - view

    Hi , I tried plugging my eero into my active sky router and it connects to the Internet, still wwon't conect to the new city fiber ont , with 4 green lights can't conect , there sending a new eero , but I don't think it's that , please help 😀 

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  • 7 mths agoLast active
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