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Broken Wi-Fi calling is a dealbreaker

Hey eero team — I am aware that you are working on a fix for broken Wi-Fi calling under eero 2.0.0. I'd just like to underline the point: For those of us with shoddy cell service, the eero's ability to properly handle Wi-Fi calls is essential to conducting business, staying in touch with family, and being safe in an emergency.

Eero 1.x did this very well. Eero 2.0.0 has broken Wi-Fi calling. I'm trying to stay patient. But this matter is almost literally life-and-death for some of your customers, and I'm so far not getting the sense from your support team that you understand this.

At the very least, please let your customers in this situation downgrade to 1.x software while you figure out what went wrong with 2.0.0. So far, I've been told you aren't doing that. Why? Because it's troublesome? It's hard to believe that's more of a bother for you than you've created for your customers. Please make this right.

- Z

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  • Jeff C. Hey Jeff bud that's awesome news.  I know the first thing I'm doing tonight when I get back home!!

    Like 1
  • Glad to see it's fixed. I'll probably get the update tomorrow. 

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  • lgreenberg check again, I just downloaded and rebooted both of my eeros 

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  • Skeeter It's all good.  Support contacted me via email and pushed the update out to me.  That's service!

    Like 2
  • lgreenberg Awesome news, and just testing the update with calling this morning, and people are reporting they can hear me much better. The cell coverage in my house is spotty and I depended on WiFi calling so not having it work was an issue.  Glad to hear they took care of you, the team at eero are second to none!

    Like 1
  • Jeff C. 

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  • I cannot do that when wifi is down. Sending you this message over cellular dat off iPad. I cannot download via celluar on my eero app. Started, waited, restarted my Verizon and Dlink router, no luck👺

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  • Jeff C. Jeff - updated and worked fine for a few days. Now that i notice when I make a call, the call connects but yet the individuals on the other side of the phone cannot hear me. I experienced this multiple times today, and the simply moved to my landline to make phone calls. Anyone else experiencing this?

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  • Hi BFR

    If you haven't yet, please contact tech support. We haven't heard any issues related to WiFi calling since 2.2.0, so we should take a look at your case. 

    Feel free to give us a call at 1-877-659-2347 or email us at support@eero.com.

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  • Jeff C. after allowing the 'dust to settle' with firmware 2.2.0-2478 I can say unequivocally that all known issues related to Verizon Wi-Fi iPhone connection are eradicated, even when my ISP's speeds are at rock bottom. No other eero issues whatsoever. Way to go eero team (and Jeff C!)

     

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  • My Wifi Calling and the system in general is working extremely well.  A Solid Update.

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  • I can confirm this issue is still happening. I can also conform Eero does not hand off calls to the other Eero in the home instead I have had it drop my call when sitting right next to the Eero supposedly because the WiFi connection is poor. 

    I am on the TMOBILE network which is spotty in my home at best.  On the other hand I have fiber to my house so don't expect to drop calls because of a poor connection. 

     

    My and my wife's phones are identical Samsung Galaxy S7 and my son has the iPhone 7 and all are up to date with latest software. I have a major issue with this mostly from a cost perspective. The Eero is an expensive solution, I chose it to eliminate the headache of bridges, extenders and other available options. Not happy with this issue at all. 

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  • Hi  shayne.holderby@gmail.co

    Thanks for reaching out and sorry to hear you are experiencing a similar issue to the what was reported here. Since this update (2.2.0), we haven't heard similar reports. In order for us to best help, we should definitely take a look.

    If you haven't yet, please feel free to give us a call at 1-877-659-2347 or email us at support@eero.com . Our support team will work with you to find a solution. We look forward to hearing from you and getting this resolved.

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  • Jeff,

    Hello.  It's interesting, I have been dropping a lot of wifi calls when moving around my home.  It's super annoying, and I can't figure out for the life of me why they are taking place.  I struggle that it has anything to do with my iPhone 7.  After looking at this forum, I believe my issue is the eero.  Are other still experiencing this issue - I never experienced this in my home when I was using the Google On-Hub router.  I didn't have any of their mesh units.  It's just odd - I had this happen this afternoon when moving from my dining room to the basement, and the calls cut out - it's become a joke when on calls with friends.

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  • Hi  rcooked

    Thanks for reaching out and I'm sorry to hear you've been experiencing issues with WiFi calling lately. As you will see, this issue was resolved with our 2.2.0 update.

    With that said, we definitely want to get to the bottom of what is going on and causing your WiFi calls to drop. If you haven't yet, please contact our support team so they can dive into the matter with you.

    To get started, you can give us a call at 1-877-659-2347 or email us at support@eero.com .

    Like 1
  • Jeff C. Issue is most definitely not resolved.  Trying a static IP on my phone while leaving other phones on dynamic to see if that helps.  Note couple of issue that were not present on my old cobbled together networks:

    • No need to assign static IP addresses
    • TV sets did not lose connection when switched off OR they acquired connection so fast when turned on that I never noticed.  That is not the case now, its about 20-30 seconds from startup before they acquire now.
    • The expectation was these devices would "hand-off connections" when you move from room to room.  THAT IS HOW THIS SYSTEM IS ADVERTISED!  That is not the case the devices do not hand off connection but rather wait on the connecting device to determine it has a better connection before it switches to the new connection.  
    • Since most devices Android/Apple try and hold a connection as long as possible this results in the no connection when sitting 4' from a device and makes the "system" no better than my old 3 wireless router solution.

    Great customer service, not at all happy with device performance after several months of trying to make it work...

    Like
  • Hi Shayne —

    Thanks for checking in and I'm sorry to hear the issue you are currently experiencing. Since the release of eero OS 2.2.0, we have not seen any issues with WiFi calling similar to what was being reported before.

    I see that you have started working with our support team, and we will happily continue to work with you to get this matter resolved so that your experience meets the expectation. 

    As for the issue with your TV, I haven't heard of that in the past, and haven't personally experienced it. However, it is something we'd be happy to look into with you as well.

    We look forward to continuing to work with you, and hopefully, we can get everything addressed for you as soon as possible.

    Thanks for your patience and understanding.

    Like
  • I ran into this problem today and was able to isolate some characteristics.

    My MacBook Pro provided the error message that both iPhone and Mac needed to be on the same WiFi network, which, of course, they were.

    However, they were on EXACTLY the same Eero and the same frequency, e.g, "Office 5GHz"  I noticed that I COULD make a call with my MacBook Air which was also connected to Office but at 2.4GHz.  I then took the MacBook Pro to a different area of the house, waited for it to connect to a different Eero and tried again.  This time it made a call fine.

    Took it back to my Office (which is the gateway Eero) and couldn't make calls again.

    So, it seems that if both Mac and iPhone are attached to the Gateway Eero at the same frequency, you cannot make calls.  Limited testing, but that's what it seems to me.

    Like 1
  • One more bit of info...

    I left my MacBook where it was and just moved my iPhone to a different part of the house and tried again...could make calls because the iPhone was no connected to the non-gateway Eero or even the Gateway Eero but at 2.4.

    Like 1
  • shayne.holderby@gmail.co  

    I have had a similar problem with my TV and have mitigated the issue, I think, by two combined steps:

     

    1) Reserving the TV IP address in Eero

    2) Turning of DHCP in favor of Static IP on the TV side of things.  I imagine some TVs do not allow you to put in the actual IP address, subnet, and DNS, but mine did and that does seem to have made a difference at least for now.

    Like 1
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  • 3 yrs agoLast active
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