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Can't maintain stable 6E client connections

I have 3 Eero Pro 6E devices in my house. I have a Lenovo laptop that sees and supports 6E/6ghz connections. I also have a Samsung S22+ and S8 tablet.

All three of those devices see the 6E/6Ghz network that my Eero is broadcasting, and initially connect to 6E. But they can't maintain those connections. They always drop back to 6 and the 5Ghz bands.

Given that I am seeing this across mutltiple devices (Laptop, tablet, phone), I have to assume it is an issue with the Eero. I have tried all of the usual stuff (resetting the devices and the entire wifi network).

Anyone else seeing this? I submitted a ticket a few days ago, but no response yet from Eero support.

11 replies

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    • Chloepeters
    • 3 mths ago
    • Reported - view

    Hello, If you are experiencing issues with your devices dropping from the 6E/6GHz network to the 6GHz or 5GHz bands on your Eero Pro 6E network, and you have already tried basic troubleshooting steps like resetting devices and the Wi-Fi network, it is advisable to wait for a response from Eero support regarding your ticket. They will be able to provide specific guidance and assistance in troubleshooting the issue. It's possible that there may be a compatibility issue or a configuration setting that needs to be adjusted.  Mybkexperience

      • pnmyers
      • 3 mths ago
      • Reported - view

      Chloepeters Thanks. I've gotten a response from Eero support, and am trying to get them to understand the core issue presently. I think I've clearly described it now, so hopefully they come back with some troubleshooting steps that actually make sense now.

    • drutz
    • 3 mths ago
    • Reported - view

    What FW version are you on?  

      • pnmyers
      • 3 mths ago
      • Reported - view

      drutz 6.14.0-4275, which as of a day or two ago was the latest when I checked. But I see just now, that there is 6.15.1 available and it has the vague "Stability and performance enhancements" in the details. I'll certainly update to that and see if the problem still persists.

    • drutz
    • 3 mths ago
    • Reported - view

    Try the new Version as I work for an ISP and we had users on the 6.14.0-4275 have the same issue.  I have been told the ones that updated to 6.15.1 saw improvement.   I am still on 6.14 but have not had the issue. 

    • pnmyers
    • 3 mths ago
    • Reported - view

    Ok, I have done two things. I did upgrade to the latest firmware as suggested by drutz

    I am running the 6.15.1, which is the latest available.

    That said, my devices will still see and connect to the 6E network (6ghz) and then within minutes fall back to 5ghz. I have verified this with several different types of devices (laptops, phones, tablets) from multiple manufacturers (Lenovo, Intel, Samsung).

    In addition to this, I got the following feedback from Eero technical support today (quoted from their email):

    "I perfectly understand that you'd like to maximize the capability of the eero pro 6E that you purchased and use the 6GHz connection; however, it is the device who chooses which bandwidth to connect. In your case, it appears that the 5GHz is more stronger than the 6GHz. The fact that the devices can connect to 6GHz only means that it can work with that bandwidth, it is the devices who chooses to connect to the 5GHz."

    Given that the devices are only a few feet from the access point, and are all "choosing" the 5Ghz connection over the 6Ghz, that leads me to believe that there is no value in purchasing the Eero Pro 6E over the Eero Pro 6.

    Since, if ALL devices will simply choose not to use 6Ghz, why pay the extra few $100 to get devices with 6Ghz (6E) capabilities?

    Perry

    • emptiventard
    • 3 mths ago
    • Reported - view

    Check your network setup: Ensure that your 6E router or access point is properly configured and positioned for optimal coverage. Verify that there are no physical obstructions or interference sources that might hinder the connection stability.

    Update firmware and drivers: Make sure that both your 6E router/access point and the client devices have the latest firmware and drivers installed. Manufacturers often release updates to address known issues and improve compatibility.

    Adjust channel settings: Experiment with different channel settings on your 6E router/access point. Interference from neighboring networks can impact connection stability, so try switching to a less crowded channel to reduce interference.

    Check for signal strength: Verify the signal strength of your 6E connection on the client devices. Weak signal can lead to intermittent connections. Consider repositioning the router or using range extenders if needed.

    Analyze other devices and applications: Determine if any other devices or applications on your network are causing congestion or bandwidth issues. Bandwidth-heavy activities like file downloads, streaming, or online gaming can affect the stability of client connections.

    Consult manufacturer support: If the problem persists, reach out to the manufacturer's customer support for further assistance. They can provide specific guidance based on the model and configuration of your 6E equipment.

      • pnmyers
      • 3 mths ago
      • Reported - view

      emptiventard I've already done all of that. 

      I literally can reproduce the issue with the device a foot away from the access point, with nothing except air between the device and access point. Everything is updated to latest drivers on both the access points and the clients. The manufacturers (in this case Samsung) tell me that it's not an issue with their client, and I have no way to prove to them otherwise.

      At this point Eero technical support points me to the client manufacturers, and the client manufacturers point me right back to Eero. So... honestly, nothing Eero technical support has done has been of any help, nor have the "basic troubleshooting" that you are reccommending has helped either, since I already tried all of this before bothering to post.

      The only thing I did not try was adjusting channel settings. As far as I can tell, that isn't even an option in the Eero Android app. If you can explain to me how to use the Eero Android App to force different channels, please let me know, because I see nothing in the app that allows me to do this.

      Granted, since I've posted I've already gotten two firmware updates on the Eero that did not exist when I first posted, but neither of those firmware updates affected this behavior in the slightest.

      My take on this is simply this:

      It's not worth it to spend the extra money on the Eero Pro 6E vs. the Eero Pro 6, since 6ghz wireless is not reliable yet. Maybe it's the clients or maybe it's the Eero access points that are the problem, but that is sort of irrelevant. If in the end, you can't benefit from the 6ghz channel because either the clients or the access points are immature, then paying extra for that feature doesn't make sense.

      tl;dr - My advice would be to just get the Eero Pro 6 instead of the Eero Pro 6E.

      Thanks,

      Perry

    • favian
    • 3 mths ago
    • Reported - view

    Ensure that your Eero Pro 6E devices are running the latest firmware version. Check the Eero app or the Eero website for any available updates and install them if necessary. Firmware updates often include bug fixes and performance improvements.

      • pnmyers
      • 3 mths ago
      • Reported - view

      favian I had already done that, based on an earlier suggestion from someone, and it had no effect. See my reply above from 5 days ago.

      I will continue to update as new software is released, but so far each firmware update I have done has had zero effect on this issue. Client devices are still constantly falling back to the 5ghz band and the 6ghz band ends up being completely empty.

      If there is a firmware update that specifically says "Fixes issues with clients connecting to the 6ghz band", let me know. So far I have seen no updates that call this out as being fixed. (But again, I always make sure I'm running the latest firmware, whenever new ones come out, just in case. And despite that, the issue persists.)

      At this point, I think Eero support has given up and has stopped replying to my case, since they have no good answers or understanding of what is going on that is causing this to happen.

    • pnmyers
    • 1 mth ago
    • Reported - view

    Update after a few months of continued usage and here is an interesting thing I noticed.

    I have changed nothing with my phones or tablets. Devices are still same versions of Android, and I have changed no settings on them.

    The Eero Pro 6E routers have done several firmware updates, since they update automatically every so often. Right now I appear to be running 6.15.3-12.

    My phone and tablet are more often appearing to be using the 6E (6Ghz) channel. In the past this was extremely rare, but now it seems to happen with quite a bit more regularity. It's still not 100% of the time, but it definitely seems to have improved somewhat.

    The last time I replied to this thread, I was running 6.15.1, and with that firmware version it did NOT seem to be working correctly. And when I looked at the software update notes for 6.15.2 and 6.15.3 I don't see anything at all that looks like it would be related to 6E/6Ghz connectivity.

    So, if it was a firmware version update from 6.15.1 to 6.15.3 that fixed the issue, it's not clear to me why it fixed it (at least not based on the firmware update notes provided by Eero).

    In any case, it does seem to be working a bit better now and I am seeing devices on the 6Ghz band with more regularity.

    Thanks,

    Perry

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