Frequently Asked Questions
Internet Support
I’m having trouble with my internet. What do I do?
- Check the ADTRAN modem and validate it has power and is turned On. Visually check that the LEDs are lit up.
- If the lights are off, validate the power cable is connected to the ADTRAN modem. The power cable will connect to the ADTRAN modem labelled “Power.” Make sure the other end of the power cable is connected to a working power outlet.
- The ADTRAN modem has an On/Off button. Make sure the button is pressed IN and set to On.
- Validate the ethernet cable is plugged into the ADTRAN modem labelled “10GE.” Validate the other end of the ethernet cable is connected to the eero Gateway.
- Check the eero Gateway and validate it has power. Visually check that the LEDs are lit up.
- If the lights are off, validate the power cable is connected to the eero. Make sure the other end of the power cable is connected to a working power outlet.
- If issues remain, remove the power cable from the ADTRAN modem for 30 seconds. Plug the power cable back into the ADTRAN modem and wait 2 minutes.
- Remove the power cable from the eero Gateway for 30 seconds. Plug the power cable back into the eero and wait 2 minutes.
- Check your internet connection.
My network is offline.
- Plug it in: Make sure your eero and ADTRAN 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 gateway eero and ADTRAN 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 ADTRAN modem: If everything’s powered and connected to Ethernet, you can try power cycling your ADTRAN 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.
How do I view or change my network password?
How do I run a speed test on my network?
- Open the eero App and Tap the Activity Icon at the bottom of the page
- Tap Speed
- Tap Run Speed Test
What do the colors of the LED lights on my eero mean?

How do I download the eero app?
- Device running iOS 13 or later
- Device running Android 7.0 or later (tablets included)
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’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 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


Does eero support 802.11ax?
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
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?
What is Zigbee Smart Home Hub?

What is a ‘hub’?
How do I use eero’s built-in Zigbee smart home hub?

What Zigbee products can I connect to eero 6 and eero Pro 6?
How many Zigbee devices can eero support?
What operating systems are supported?
Why is my wireless Internet running slow?
Wireless signals are susceptible to many different types of interference. Because of this, it is common for speeds to be reduced by up to 50% when connected through a wireless device. To accurately test the speed coming through the modem please connect an Ethernet cord from a desktop or laptop directly to the modem, bypassing a router if present. Often times a simple power cycle will correct issues that result in slow Internet speeds by reestablishing a stuck connection or a failed firmware update. Follow the steps below to complete a power cycle.
First, unplug power cable from rear panel of the modem and leave unplugged for about 15 seconds. Next plug power cable back in to rear panel of the modem. Once power is restored allow 2 to 3 minutes for modem to come back on line and test the connection by attempting a speed test.
If these steps did not restore the connection please contact our Technical Support team at 1-888-745-2888 or click here for additional ways to improve your wireless connection.
Note: If there are multiple devices and only one is offline, the issue is likely due to the device and the device manufacturer should be contacted to restore the connection.
How do I reset my Cable Modem?
- First, make sure your computer is completely turned off.
- Disconnect the power cord from the back of the cable modem or from the power outlet. If you are using a router disconnect the power supply from it as well.
- After waiting approximately 60 seconds, reconnect the power cord to the modem and wait an additional minute for the modem to acquire a signal.
- Then proceed to reconnect the power cord to the router and restart your computer.
- Attempt to connect to two webpages to ensure a good connection.
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 1-888-745-2888.
- 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.