Frequently Asked Questions
Internet Support
Internet FAQs
I’m having trouble with my internet connection. What should I do?
Follow these concise steps:
- Ensure your computer is fully turned off
- Disconnect the power cord from the cable modem and, if applicable, the eero device
- Wait for about 60 seconds
- Reconnect the power cord(s) to the modem and eero device, and then wait one minute to establish the signal.
- Turn on your computer and visit two web pages to confirm a successful connection.
Please consult the respective documentation or support resources for detailed guidance tailored to your eero device and modem.
If you still have trouble, contact us and we will help you to get to the bottom of it.
How do I view or change my network password?
What is the network health check feature?
- My internet connection drops
- My internet is slow
- My internet is offline
- My eero’s light is red
I cannot connect to the internet. What should I do?
- First, check all of the connections to your equipment to make sure none of them are loose or unplugged.
- If you have our telephone service as well, and you get both your internet service & phone service from the same device, please contact our technical support at 1-888-975-4258.
- Next, power down all of your equipment, including your computer, router (if you have one), and cable modem. For the cable modem this usually means unplugging the power lead that connects it to your power outlet. Then turn off any routers or computers that you have connected to the modem. Wait 2 minutes.
- Then, reconnect the power lead for the modem. Wait at least 2 minutes, giving the modem time to establish a connection, then power on your router (if you have one), then your computer. Then try connecting to the internet.
- If you are still unable to connect at this point, please contact our technical support.
How Do I Protect Myself from Phishing?
Inspections: As you browse the web, each site you visit loads content such as ads, images, and extra code from hundreds if not thousands of sources. These transactions happen almost instantaneously and can contain harmful content. eero Plus inspects each transaction to ensure it’s safe before it loads.
Threat blocks: If an Inspection determines a site is harmful, it will block the site before it loads. This is called a Threat Block and is reported in the Activity Center under four different categories:
- Malware blocks - Software that can harm your network and connected devices.
- Spyware blocks - Commonly found in suspicious ads, spyware can be used to track your online behavior, or in more serious cases, all network activity.
- Phishing blocks - When an attacker poses as a trustworthy website to get you to provide your personal information.
- Botnet blocks - When you or a device inadvertently attempts to access a website that has been associated with a botnet.
Safe Filters: eero Plus automatically tags sites that contain violent, illegal, or adult content so you can choose what your kids can and cannot visit right in the eero app.
How can I access eero Plus activity center?
- When using iOS, tap on the Activity tab on the main menu. You’ll be able to see an overview on each of the Plus filter categories, and you can tap on any of the graphs for a more in-depth examination.
- Only eero Plus customers will be able to access the Activity Center.

- Within each section, you can also view the total number of Inspections, Threat Blocks, and Content Filters by day, week, and month.
How do I set up a back up network?
eero FAQs
How do I download the eero app?
- Device running iOS 13 or later
- Device running Android 7.0 or later (tablets included)
How do I set up my eero app?
I’m having trouble with my eero app.
- Make sure your mobile device is connected to the Internet. Check to see whether your cellular data is enabled and working, or connect to a hotspot or WiFi network, if available.
- Close your eero app and reopen it.
- Next try logging out of your eero account and logging back in.
- Try turning your phone off and turning it back on.
- If closing and relaunching the app, signing out and back in don’t work, try uninstalling the eero app and reinstalling it. This will ensure you have the most up-to-date version of the app available.
How do I optimize my internet and wifi speeds?
How do I reboot my eero or network from the app?
- You sense slow speeds on your network
- You’re having an issue with one of your connected devices
- A connected device is connected to the wrong eero
How do I share my eero network with guests?
- Open the eero application
- Tap the Settings icon on the bottom right
- From the menu, tap on Guest Access
- Toggle Enable to On


What happens if I turn off or remove an eero from my network?
How do I update the phone number or email associated with my eero account?
- Tap the Setting icon in the bottom left corner of the app
- Tap Account from the menu
- Tap into the Mobile or Email field, type your changes, and tap Next
- This will take you to a verification screen. You should receive a verification code either through phone or email – whichever you just updated
- Enter the code in the verification screen to save your changes
What do the colors of the LED lights on my eero mean?

Can I set my eero to use the 2.4 or 5 GHz frequency?
How do I access my eero network if I get a new phone?
How do I use eero’s built-in Zigbee smart home hub?

What are the Wi-Fi Capabilities of eero?
eero uses TrueMesh technology. TrueMesh ensures every eero connects wirelessly to every other eero in range on both the 2.4 GHz and the 5 GHz Wi-Fi bands. This creates a dense network of connections and many possible paths for traffic to flow. So, your network stays strong and is less likely to come to a crawl—even if there's wireless interference from the neighbor's baby monitor or heavy gaming traffic in the family room.
Wi-Fi 6 is the latest Wi-Fi technology delivering faster speeds, higher performance, and better support for simultaneous device usage throughout the home. Wi-Fi 6E helps clear the way for faster speeds on more devices with new access to the 6 GHz band. In addition to 160 MHz channel support, the 6 GHz band offers a whole new Wi-Fi “lane,” freeing up the 2.4 & 5 GHz bands (on tri-band systems) to operate more efficiently.
Several important factors, including modem placement, the hardware used, the router firewall, and the number of devices used simultaneously, could significantly impact the quality and reliability of Internet speeds and Wi-Fi connection in the home.
- Modem/router Placement: To get a quality signal across the house, place it in a central location, visible, not inside or behind the cabinet, off the floor, and away from any other equipment that might interfere with the signal, such as microwave ovens, Bluetooth speakers, or other electronic devices.
- Modem/router Capability: If you use your own router, it must be able to deliver multi-Gbps Wi-Fi speeds. Outdated equipment and firmware can slow down connections.
- Hardware Limitation: The type of hardware, device age, operating system, network interface card (NIC), and other applications running on the device all affect the speeds. Mobile phones and tablets typically have less sophisticated Wi-Fi antennae than larger devices like laptops which can negatively impact their speed. Customers must have Wi-Fi 6E or Wi-Fi 6-enabled equipment to experience the fastest speeds.
- Wired Connection
- Ethernet cables must be Cat6 or greater.
- 10G switch/router to support their subscribed 2 Gbps or 5 Gbps speed plan.
- Most devices (e.g., gaming devices, laptops) max out at 1 Gbps. Customers would need to use an Ethernet adapter or a USB that could reach 2 Gbps or 5 Gbps speed.
- Wireless Connection
- Stay within range of the router. The closer you are, the better Wi-Fi signal received. Additional routers might be needed to provide Wi-Fi coverage to the entire home.
- Avoid interference from other Wi-Fi-enabled devices like microwave ovens and cordless phones.
- No walls or other solid objects are blocking their Wi-Fi signal.
What is Zigbee Smart Home Hub?
eero devices feature a built-in Zigbee smart home hub, making it easy to connect compatible devices with Alexa. So, you can control certain lights, locks, plugs, and more—without the need to buy separate smart home hubs for your connected devices. Your eero works to connect your Zigbee devices so that you can save cost (and space) with a single hub.
How many Zigbee devices can eero support?
eero can support up to 50 Zigbee connected devices per eero.
What Zigbee products can I connect to eero devices?
eero devices support the same Zigbee accessories as Amazon Echo, Echo Plus, Echo Show, and Echo Studio with a built-in Zigbee hub. Also, look for devices with the Zigbee logo to know they'll work with eero.
What is a “hub”?
A hub is a single device that connects all compatible devices allowing them to communicate with one another and be controlled through a single interface. Your eero systems combine an eero node and a smart home hub into one single device.
How do I run a speed test on my network?
The eero app automatically runs a speed test every two days. The results of the latest test can be found in the following ways:
- Open the eero App and Tap the Activity Icon at the bottom of the page
- Tap Speed
- Tap Run Speed Test
Note: The results shown on the eero App test reflect the connection between your eero (Primary) and a speed test server. This test does not necessarily reflect the Wi-Fi speeds of your network or devices.
My network is offline, how do I troubleshoot this?
If your network is offline, you will want to troubleshoot your network. Below are the preferred steps to take.
- Plug it in: Make sure your eero and modem are both plugged into a power source. The lights on your modem and your eero’s LEDs should be on.
- Check the Ethernet connection: Check to see that your eero and modem are both connected via Ethernet and that the Ethernet is properly plugged into both devices. It should make a clicking sound when inserted.
- Power cycle your eero and modem: If everything’s powered and connected to Ethernet, you can try power cycling your modem. Unplug it and replug it into power. Then wait until it fully boots back up – this should take about 2 minutes. Next, power cycle your eeros. Then wait until it fully boots back up – this should take about 2 minutes. Wait until the lights on your eero are done blinking before trying to get back online.
Still having trouble? Contact us and we’ll help you get to the bottom of it.