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eero secure subscription and priority support

I purchased an eero secure subscription which apparently comes with “VIP priority support” as described here:

https://support.eero.com/hc/en-us/articles/115002766063
 

This link promises limited or no wait time. However. some of my issues have not been answered for days. The description says:

”When you sign up for eero Secure, you will also have priority access to our best-in-class support team. This means when you have an issue and need a hand, you’ll have limited or no wait time to speak with a member of our team so you can quickly get back to your day.”

Do I have to activate support on some website? I paid for eero secure via my Amazon account. 

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  • Hey there, perxam411 . Thanks for reaching out! I wanted to provide some more in-depth information about the "VIP support" that's included with eero Secure/Secure+. No, you don't need to activate the feature on your account. Once you sign up for Secure, you're good to go. (=

    I wanted to mention that you'll receive assistance much faster by calling us rather than emailing us. I don't have specific turnaround times, but support through email will almost always take a bit longer than a live phone call with us. Keep in mind that our Help Center article mentions "limited or no wait time," so there's always a chance that you'll still have a bit of a wait to hear back from us. It all depends on the busyness that day.

    I hope this helps!

    Kora | eero Community Team

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  • 11 days agoLast active
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