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Major connection issue

For about a week now, I’ve had a bad connection issue with my eeros. My internet is up and running, speed seems fine, but connections are not instantaneous. Every time I open an app or click a link, I have to try at least twice before it works. Happens with every device but worst on iOS. 

This probably happened after 3.13.0 update.

21 replies

    • cMoo92
    • 5 yrs ago
    • Reported - view

    You can run the health check in the eero app (under Help > Troubleshooting), and if that doesn’t help resolve your issue, contact eero support who will happily help you out.

    • Drew
    • 5 yrs ago
    • Reported - view

    Hi, miamojo – thanks for taking the time to share your concerns here. This is definitely some unusual behavior, and not something we believe to be related to the newest firmware update, so I'd like for us to investigate this a little further with you. Please shoot us an email to support@eero.com with the details of what you're seeing and we'd be happy to do what we can to get this resolved! We look forward to hearing back from you, and please feel free to put "Community followup" in your subject line so I can get your email directly to a specialist!

    Kindly,
    Drew, eero Community Team

    • Ipattorney1
    • 5 yrs ago
    • Reported - view

    The identical issue is occurring with me. I've been on the phone with deep support, my ISP, and my modem provider support. I'm at the point of changing my modem and changing from deep to an alternate mesh vendor. The last week technician wasn't at all helpful. 

      • cMoo92
      • 5 yrs ago
      • Reported - view

      Ipattorney1 I’m assuming eero was autocorrected to “deep” in your comment. If you haven’t tried already, plug a computer directly into your modem (bypassing the eero gateway). If you continue to have problems, then you know 100% it’s not a problem with eero. But if doing that seems to remove the issue, then there likely is something going on with your eero system. If you have multiple eero devices (not just beacons), you can try swapping them and see if that resolves the issue as well.

      That might have all been stuff eero support had you try, but if not, give it a shot.

    • miamojo
    • 5 yrs ago
    • Reported - view

    It is the eero and they can’t figure it out. Most of my connections time out or take 3-4 attempts.

    • jdturneriii
    • 5 yrs ago
    • Reported - view

    I have a similar issue. But my setup is a bit different: I am running a Linksys router to my ISP and have the Eero Master connected to that in bridge mode with 2 beacons in a 3000 sq ft 1 story house. The WIFI on the linksys has been disabled until today - enabled for testing purposes. There are about 20 attached devices of various types.

    Here is the behavior I see:

    1. WIFI Connections to any eero node come and go. Connected to Eero wifi and running the eero app from my iPhone will show the node I am connected to as offline.

    2. Turning off Phone WIFI (using cellular connection): the Eero App reports all nodes as "hunky dory".

    3. Enabling WIFI on Linksys router and connecting there shows no issues (I just don't have the WIFI coverage this way). 

    4. The above behavior happens on multiple devices.

    • jim10016
    • 4 yrs ago
    • Reported - view

    I have been having similar issues. This is a inferior product that Amazon should do something about. I personally think we might consider a class action against Amazon as this is their product and a very poor one at that!

      • cMoo92
      • 4 yrs ago
      • Reported - view

      jim10016 have you tried contacting eero support about the issues you’re experiencing?

      • jim10016
      • 4 yrs ago
      • Reported - view

       Yes I got a great supervisor today who immediately worked out my current lack of conductivity issues.  Only proving that the people who work tech sport either or not trained or lack the knowledge and experience to help customers with their issues.  My problem is that this system is un reliable and the tech staff is poorly equipped to help with issues.  In a nutshell I don't trust this system to provide reliable service.

    • jomama
    • 4 yrs ago
    • Reported - view

    I have similar issues: I have 3 eeros strategically spread throughout my house, which is about 3,500 sq feet. My issue isn't with the hardwired eeros - it's with the wireless system - IT'S TERRIBLE. I've contacted tech support at least a dozen times and between moving all the eeors around from room-to-room (something I have done at least 2-3 times) and doing a massive reset of everything a few months ago, nothing seems to be working. I have a hard time connecting to Sonos, our Amazon Fire sticks experience wifi connectivity issues monthly, my Sony smartTV has issues with wifi as well and our cell phones are constantly having trouble connecting when I move within my house. The crux of the issue is that the eeros don't update so my phone (or any wireless devices, even stationary ones) will stay connected to the "living room" eero when the phone is 4 feet from the basement eero. The fact that you can't manually connect to the closest eero is also infuriating. I never had these types of issues with my FREE ISP provided router, what gives?

    • jogouka
    • 3 yrs ago
    • Reported - view

    Having the same issue, it is a week now that after the last update something is wrong. I checked my rooter and works fine. I restarted the router and the eero devices but it made it even worst. I am still waiting for a reply from the assistance.

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello jogouka ,

      Thank you for reaching out to us on the Community! I wanted to reach out to you here as well just in case. Can you describe what you are experiencing on your network? Is the eero system going offline? Is it staying online and devices are disconnecting?

      • jogouka
      • 3 yrs ago
      • Reported - view

      James thanks for the reply. I have 1 router eero connecyed to the modem and 2 other eero in 2 separate rooms. I never got a red light. It seems that the wifi connection is fine and strong but somehow there is an unstable connection to the internet. And this happens almost every 2-3 minutes, it is frustrating. Example 1: on my devices there is a good wifi signal but the Internet connection gets lost. Example 2: the eero wifi just disappears, even there is no red sognal on the eero device.

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello jogouka ,

      Interesting. How many sqft is your home? How far apart are the eeros? This is a very common symptom of eeros being to close together. We generally recommend that they be between 35-45ft from any other eeros. There are exceptions to this that might require eeros to be closer. Example: really thick walls or areas that have problems with WiFi in their home due to interference. Also take a look at the article below to make sure that you do not have any other possible environmental causes to this behavior. 

      https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

      Some customers are confused why we start with this, it is because environments change over time. We get new furniture, more WiFi devices, or others move in nearby with their own WiFi networks that can cause difficulties. So, we should still test and verify different placements even if the network had been working correctly in that position for weeks/months/years.

      After verifying that, if the issue continues, we'll want to try swapping the Gateway eero with another eero on your network to test if perhaps the eero itself is the cause.

      Let me know how testing goes. 

      • jogouka
      • 3 yrs ago
      • Reported - view

      James thank you again for the quick and detailed reply. 

      The house is on 2 floors, all together 250 sqm  and the devices are located as follows : router and 1 eero on the 1st floor, at about 20 feet distance but with the interference of 3 walls. The 3rd eero is on the 2nd floor at about 30 feet distance with the interference of a thick wall. 

      I have just changed the setting to IPv6 "on" and I think the connection nowis more stable. But I have to check this over time, maybe it has nothing to do with it.

      I will check the link you send me and ket you know.

      Appreciate your help!

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello jogouka ,

      IPv6 shouldn't have any affect on this. But go ahead and monitor the network and give me an update when you have time. Also, you can try moving both eeros a bit further apart.

    • tiffanynunley
    • 3 yrs ago
    • Reported - view

    I too am experiencing the problems commented on above. I just purchased and received the Eero Pro for a 1 story 1477 sqft home. The decision was to switch from Linksys to Eero to eliminate the  issues with Linksys connectivity issues and upgrade. I am so angry I did not check this community and other forums to learn more about theses problems! The entire thing is crap and the technical support responses are so basic and fail to resolve the issues.

      • eero_support
      • 3 yrs ago
      • Reported - view

      Hello tiffanynunley ,

      Thank you for reaching out to us and welcome to the Community! I understand how frustrating it can be when your internet connections are not working correctly. I would like to take a look and help you with this if you are willing. I will be sending you a direct message soon with details on how to get an email to me so I can review your network and help you troubleshoot this behavior.

    • aaronuae
    • 3 yrs ago
    • Reported - view

    They aren't compatible with iOS 15 or 15.1 (beta).  See my thread just below this.

    • tiffanynunley
    • 3 yrs ago
    • Reported - view

    I can’t see your thread…..THANK YOU. I take it you are not the eero employee that responded to my message? The information you provided is clear and direct, information that should have been disclosed by eero when I purchased. I am desperate for a solid and consistent Wi-Fi system and wanted to purchase the Alexa system. So back to square one. I am always surprised by the failure of great products and big companies who don’t go the extra mile to ensure access and usage by all. Make the very best product for everyone. LOL

    • fuzzface
    • 2 yrs ago
    • Reported - view

    Every time I leave the house, upon returning my device is connected to wifi, but cannot reach the internet. I have to toggle wifi on and off to get connectivity.

Content aside

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