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EERO v6.0.4 dropping internet connection

Since my EERO 3-node mesh system was upgraded to v6.0.4, it is dropping offline for 30-120 seconds or more every 2-10 minutes. I am running Network Logger Pro on my Mac which does a Ping or HTTP header request every 20 seconds, so I can see the internet connection going down. I have have detailed error logs showing the dropped connection. This is not an ISP problem, since I can connect the Mac directly to the ISP and Network Logger Pro will show no dropped connection.

Thus far, I have unplugged the 3 EEROS and plugged them back in with no effect.

I disconnected one of the EEROs, still no effect.

It looks like I may have to go back to my old Netgear router to get reliable internet access.

HHHHEEELLLLPPPP!!!!!

45 replies

    • mikaworks
    • 2 yrs ago
    • Reported - view

    I have Spectrum Internet. I started having random drops from the  system after it was running steady no problems for over a year. Phone calls to both Spectrum and Eero resulted in it getting reconnected and then hours later it disconnects again. I had Spectrum tech out today to check every single thing. They replaced the modem, splitters, cords etc. everything on there end is solid so I can’t think it is anything but the Eero. I will call them tomorrow but here is what I suspect. The Eero wants to update to the new software but when it tries an error occurs and the whole thing disconnects. I have invested a lot of money in the Eero mesh system. I have a large 2 story house with a stone wall in the center. The original set up was done by a technician from Best Buy. I have 4 eero pros and three beacons. Is anyone else having issues with trying to update to 6.6 OS???

      • mikaworks
      • 2 yrs ago
      • Reported - view

      mikaworks Update: I switched my Gateway Eero that was still stuck on old OS 6.4 with another one of my Eero pros. Wifi was able to connect but I couldn't update that one Eero to 6.6, I called Eero and they were able to update it from their side. I really thought that was the solution and I would have solid Wifi but no such luck it worked for about 3 hours and then all went down. Now Im wondering if that Eero that wouldn't update is bad and causing the system to drop?... We have had the Eero system since 2018 with no issues like this. All started on November 25th with the drops. Still hopeful, more calls to Eero and Spectrum today I suppose.

    • bsavage
    • 2 yrs ago
    • Reported - view

    I ended up buying Google Nest and everything is working now - so it was my eero mesh. I will be requesting Eero refund my devices. Seems like the only answer considering Eero has no interest in customer service.

      • jeliker
      • 2 yrs ago
      • Reported - view

      bsavage Ha! I bought these Eero devices to replace my Google system. We could have traded! 😉 

      On a positive note, either the three replacement Eero devices or the 6.6.0 update seems to have resolved my issue. I’ve been running my same continuous ping all day and have only 4 timeouts for the day so far. 

      • jeliker
      • 2 yrs ago
      • Reported - view

      jeliker my glory was very short-lived. Constant drops have returned in the past week or so and today is especially bad with 5-8 second drops every few minutes. I’d be infuriated if I hadn’t long-ago gone numb to this loss of basic functionality.

      Am I asking too much of a consumer (vs. enterprise-grade) product to work for days/weeks with consistent core functionality? 😕

      Note I am still very willing to be proven this isn’t an Eero problem and is instead my ISP or otherwise. However, long gaps of silence from my technical support emails make me think the technicians are stuck not knowing what to say (i.e. they are hearing this report from so many they’ve run out of encouragement). Perhaps I’m in a minority having these issues but the existence of this community thread tells me I am at least not alone.

    • gajohn003
    • 2 yrs ago
    • Reported - view

    Running 6.6.0 and am still experiencing drops fairly consistently. The strange issue being exhibited now is that my private network drops frequently and I'm sometime unable to reconnect to it without bouncing my router Eero but can still connect to my guest network and have full internet despite my private being inaccessible.  

      • jeliker
      • 2 yrs ago
      • Reported - view

      gajohn003 I’ve found that if I drop (“remove”) one of the Eero’s for a day or two the problem seems to get better. Then, when I add it back in all is well for a few days then back to constant drops. Have you tried anything like that? I’d be curious to know your results if so. 

    • ryien
    • 2 yrs ago
    • Reported - view

    This is just ridiculous… I have 8 Eero Pro 6 nodes and when it works, it’s great and shows full signal strength with all of them and all my IOT devices are happy, but then some of the nodes will go offline and then come back sporadically and ultimately I’ll need to restart the network. Why is this happening? 

      • ryien
      • 2 yrs ago
      • Reported - view

      ryien and all the nodes are running 6.6.0-1080

    • rickschmoo
    • 2 yrs ago
    • Reported - view

    I’m seeing similar issues after a couple of years of good performance:

    * Started with one of my 2 Amazon plugs regularly disconnecting (on and off for a couple of weeks)

    * then all my Sonos speakers

    * network completely down this AM

    Eero not seeming as reliable as it once was. Doing all the usual things, restarting Eeros, restarting devices, updating firmware across all my devices.

    *just looked at my app to see what Eero version I’m on and it looks like there’s another update ready to go (6.6.1). I swear I updated it recently, so hoping this patch will remedy things.

    • Shauniechulo
    • 2 yrs ago
    • Reported - view

    Seeing the same problems with 6.6.1-2 as well. It’s a pretty big pain point this occurred during holidays where guests are coming over and experiencing this from an eero device in my house too - not a good impression on eero’s stability. 

    I just noticed my gateway was always dropping and flashes a red light (causing all other devices connected to my switch to drop) but the hubs would be fine. I swapped the gateway with one of my hubs and testing this out now. Hopefully it works until a fix is pushed out.

      • jeliker
      • 2 yrs ago
      • Reported - view

      Shauniechulo look forward to your results to know if the swap continues to be stable.

      Not to be discouraging but I flipped all three of my Eero hubs in as gateway and had the same problem each time. Then, Eero replaced all three and I still have the problem (I have not swapped the current gateway out with one of the other replacements because it seems pointless to me).

      The only thing that buys me a little stability (i.e. drops a few times an hour vs. every few minutes) is that I’ve removed one of the three devices from the mesh (running on two not three Eero hubs presently). I saw a comment somewhere that having a hub too far from the gateway could cause stability concerns so I’m going to relocate the removed Eero to a spot closer to the gateway then add it back in.

      • Shauniechulo
      • 2 yrs ago
      • Reported - view

      jeliker Unfortunately this didn't end up working - I had another drop this morning from the gateway again (even after the swap). Had to manually restart the gateway and things are back up again. 

      For reference, my setup is:
      modem -> eero gateway -> Switch -> ethernet to each eero hub x2

      Has anyone had any success with requesting a downgrade of their eero's firmware?

      • Shauniechulo
      • 2 yrs ago
      • Reported - view

      Further update: I got off the call with eero support and turns out it's an issue with my upstream provider. My modem dropped twice when we did a ping test on the call for ~1hr. Called my ISP and they're sending out a technician to check the wiring in my house tomorrow and may upgrade the modem if needed.

      • Shauniechulo
      • 2 yrs ago
      • Reported - view

      Final Update: Issue resolved. The line coming into my house was faulty. My ISP’s service technician came and “boosted” the signal. Modem is stable now and no more network drops. If folks are still seeing issues be sure to rule out your modem with an overnight ping test. It’s a massive pain that we have to call Eero support just to access device logs though. Would be great if this was available to us directly.

      • jeliker
      • 2 yrs ago
      • Reported - view

      Shauniechulo Glad for your success and also glad to know some Eero logging is accessible even if inconveniently via Eero support. Unfortunately for me an overnight ping test early on showed a solid connection as did treating with my ten-year old 802.11n router in place of the Eero devices. 😕 I’ll keep hounding support and maybe a solution will materialize. I’d be happy even with had evidence it’s not the Eero devices even if not a definitive root cause identified. At least then I’d have something to pursue that doesn’t feel pointless. Until then it seems  very clearly an Eero issue for me. Ugh!

    • amitcvedi
    • 2 yrs ago
    • Reported - view

    I was on the phone with Eero support last night. They had me turn off threading in the app. Settings —> Network Settings —> Thread —> OFF. The network rebooted and seems to be much more stable now. 

      • HenryInFlorida
      • 2 yrs ago
      • Reported - view

      amitcvedi Glad you got good troubleshooting support! I haven't gotten anything but the basic, "power cycle" tracking intermittent issues. 

    • Bob.1
    • 2 yrs ago
    • Reported - view

    I have had eero for awhile now. I have had a bad experience the wifi connection seems to go down every 5 min. My kids can’t get there school work or play video games without it going down. I don’t know what to do I have tried everything. 

    • HenryInFlorida
    • 2 yrs ago
    • Reported - view

    Hi All, 

    This seems to be a busy topic over years! Promised an update and happy to catch up with all. 

    My experience has improved, perhaps not so much due to Eero but more outside circumstances. Had a rough go with the ISP's and the eero devices, but my main idea remained in tact: let the ISP's gateway manage all wired connections and the Eero system manage the wireless network (in bridge mode). 

    I changed ISP's from Xfinity/Comcast to ATT Fiber (which currently has the great advantage of parity speed between upload and download. Still have gig-speed service (they offer 300, 500, 1Gbs and even higher tiers). 

    Best thing is the reliability of the services provided. Next best thing is the reliability of the reliability of the Eero in this mode of operation. It seems to work seamlessly with the three systems (Pro 6 with current software version being updated through the units themselves. The third best thing is the fact that each of three units in my 2200sq. ft. home is connected back the router through a hard wired internet connection. This is by far the best way to operate this mesh network, by far. 

    Downsides. Warning: some of this following is a bit technical and deals with my specific experiences over about a year since first first posting. If you're unfamiliar with terms used, just know it takes a while to restore an eero system to operation as previously discussed in many posts. That said, here is eero-specific advice:

    • You're still stuck with Eero's cumbersome app-based system. For instance when upgrading my network, when I was replacing the router/gateway, the Eero's couldn't simply come back to previous settings. The router network settings completely change IP addresses. They tried to and there in lies the problem, manual intervention is difficult at best, some cases impossible.
    • Best advice, in advance of any physical router changes, power off all Eero's and after a new router is in place and working the way it's supposed to on wired connections, turn off the WiFi on your ISP's gateway, power the Eero's up one at a time starting from the the closest physical unit to the router and working back to the farthest away unit. This covers installations including those not getting a wired signal, using a WiFi interconnection scheme.
    • You WILL need to re-power the Eero for it to figure out a new IP and bridge mode connection scheme.
    • You MAY need to manual force it into bridge mode. You can configure the Eero to bridge mode. Despite a ton of bad advice from Eero first level support. It's the best way if your physical installation supports it. 

Content aside

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