Frequently Asked Questions

Internet Support

Internet FAQs

I’m having trouble with my internet connection. What should I do?

Follow these concise steps:

  1. Ensure your computer is fully turned off
  2. Disconnect the power cord from the cable modem and, if applicable, the eero device
  3. Wait for about 60 seconds
  4. Reconnect the power cord(s) to the modem and eero device, and then wait one minute to establish the signal.
  5. 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?

It’s easy! You can view or change your network password anytime in the eero App. From the eero App main dashboard, tap Settings. Then tap on WiFi Password and you’ll be taken to a field to view/edit your network password. You can edit your password by tapping Edit password.

What is the network health check feature?

If you ever experience an issue with your eero network, we encourage you to run a network health check through the eero application. We know how frustrating networking issues can be, so we designed our health check feature to help you quickly pinpoint any problems. How do I run a health check? In the eero app, you can access the health check by tapping on the Settings tab in the app and selecting Troubleshooting from the list of available options. Once you’ve arrived at the help page, you will find four different options at the top of the page. Select the problem statement that best represents the issue you’re experiencing:
  • My internet connection drops
  • My internet is slow
  • My internet is offline
  • My eero’s light is red
After selecting an option, the eero app will run a health check on your network to identify what’s going on. Once you follow the prompts, you will be presented with the results and suggested next steps. If you’re unable to fix the issue you’re experiencing, please don’t hesitate to contact support. We’re always happy to help!

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?

1. In your Eero app, tap on Internet and then tap on Eero Internet Backup. 2. Make sure your backup network is available (if you are using a mobile hotspot, make sure it is turned on), then tap Add a backup network. 3. Tap on Search networks and then tap on your backup network when it appears on the list. 4. Follow the prompts to add a backup your password and complete setup. Click Save when done. 5. You should now see your backup network on the main Internet Backup. 6. You can add up to eight backup networks by simply repeating this process.  

eero FAQs

How do I download the eero™ app?

The eero app is available for download in the Apple App Store and Google Play Store. Open the App Store or Google Play link on your mobile phone and search for ‘eero’ to locate the app. The eero app works on supported iOS and Android devices. iOS requirements:
  • Device running iOS 13 or later
Android requirements:
  • Device running Android 7.0 or later (tablets included)
Click here for the eero mobile app user guide.

How do I set up my eero™ app?

Click here for a step-by-step guide

I’m having trouble with my eero™ app.

If you’re having trouble with your app, we recommend trying the following:
  1. 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.
  2. Close your eero app and reopen it.
  3. Next try logging out of your eero account and logging back in.
  4. Try turning your phone off and turning it back on.
  5. 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.
For more information click here for the eero mobile app user guide. If you’re still experiencing problems with the app, don’t hesitate to give us a call.

How do I optimize my internet and wifi speeds?

Click here for an optimization how-to guide

How do I reboot my eero™ or network from the app?

If you need to reboot your individual eeros or your entire network, it’s as simple as tapping a button in the eero app. Why would I reboot my eero?  While most customers never need to reboot their eeros, power cycling your electronics is a common troubleshooting step. Also, for your convenience, being able to reboot your eeros from the app means you won't need to unplug each individual eero. Some common reasons to reboot your eeros:
  • 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 reboot my eero?  To reboot your eero open the Home tab and tap on the Online status button in the top center of the screen. Tap on the eero you’d like to reboot to open its options menu, then scroll down to “Advanced.” Tap on the Restart button and then select “Restart eero” from the list of sub-options available. For more information click here for the eero mobile app user guide.

How do I share my eero™ network with guests?

eero allows you to use your main network or a guest network when sharing your home WiFi with others. If you would like to create a guest network for visitors to your home, you can quickly do so from within the eero application. To get started on creating a guest network, take the following steps:
  1. Open the eero application
  2. Tap the Settings icon on the bottom right
  3. From the menu, tap on Guest Access 
  4. Toggle Enable to On
Once you have turned on Guest Access, you can edit the network name and password. It will automatically add Guest to the end of your current network name and will generate a password. You can change these to whatever you’d like. To share your network, you can either give your guests the network name and password or tap Share guest network to send them the credentials through a variety of messaging options like SMS, email, or Slack. You can also have your guests scan your unique QR code to instantly join your network. If you’d like to disable the guest network, you can do so at any time by following the same steps from above, and toggle Enable to Off. Any previously connected devices would then lose connectivity to your home network.

What happens if I turn off or remove an eero™ from my network?

If you turn off or remove an eero, the Zigbee devices connected to that eero will no longer be reachable. You will need to reconnect your Zigbee devices with Alexa using the Alexa app.

How do I update the phone number or email associated with my eero™ account?

You can update your mobile number and email address within the app. Please see the instructions below:
  • 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
If you’re having any issues with the app, please contact us.

What do the colors of the LED lights on my eero™ mean?

On the front of your eero, there is a LED status light. When everything is running correctly, your eero's light will be solid white. If your LED is in a different state, including a different color or is blinking/flashing, please refer to the list below:

Can I set my eero™ to use the 2.4 or 5 GHz frequency?

eero uses a single SSID that allows devices to live on both the 2.4 and 5 GHz radio frequency. This ensures your devices are able to move along eero's mesh efficiently, delivering the highest results to the devices throughout your entire home. Some devices require the use of the 2.4 GHz frequency. These devices are still usable with eero. If you are experiencing an issue with any particular device, we recommend referring to the manufacturer to see if they have any recommended steps. Additionally, in app versions 3.9.0 for iOS and 3.5.0 for Android, you can temporarily disable the 5GHz bands by tapping on Settings > Troubleshooting > 'My device won't connect', then tapping on the "Temporarily pause 5GHz" button. This will disable 5GHz for 10 minutes, which can help with setting up some 2.4GHz only devices.

How do I access my eero™ network if I get a new phone?

New phone? No problem! Your eero account is connected to your phone number and email, so if you purchase a new phone, simply install the eero app to your new device and log into your account. Since signing into the eero app requires a verification code, you will have the option to receive it at your phone number or email. Once logged in, you should see your network just as you left it.

How do I use eero’s™ built-in Zigbee smart home hub? 

In order to activate your built-in hub, you will need to link your eero and Amazon accounts inside of the eero app. Once linked, your smart home hub is enabled and you can start connecting compatible Zigbee devices with Alexa using the Alexa app or any Echo product using your eeros. You can control those Alexa-enabled devices with your voice and set up scenes and schedules to automate your home.

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.

What are the different eero™ devices?

Find the eero device that is right for your household here. Each eero device has different capabilities to ensure we find something that fits your needs.

Streaming Credit FAQs

What happens if I cancel or downgrade my 5 Gig service during the first 12 months?

The streaming choice credit will be deactivated if you cancel or downgrade service during the first 12 months.

Does my Streaming Reward Card expire?

Your credits from Bluepeak will end when the promotional period is over (your first year of 5 Gig service), but you can still use your card with your own funding (i.e., putting your own debit or credit card into add credits) after that period.

Will my streaming credits roll over if I use only some of my $10 credits in a month

Unfortunately, Bluepeak streaming credits do not roll over. If you have extra credits after a streaming service is purchased, you can always add your own credits to your balance to purchase more streaming services. The credits purchased with your own credit or debit card will remain on your Streaming Reward Card until used.

I want to downgrade my internet speed. Do my streaming choice credits continue for the remaining amount of time left?

No. You must maintain the 5 Gig Internet plan for the first year to continue getting the streaming choice credits.

What happens to my Streaming Reward Card when my promotional period ends?

If you wish to continue subscribing to the streaming service, log into the streaming service and go to the payment section to replace the Streaming Choice card with your own credit/debit card, or you can add your own payment method to the Streaming Choice Card to continue uninterrupted.

I lost my email with the link to my Streaming Choice card; can you send it?

Absolutely. I will need the original email address you signed up for Bluepeak Internet to resend you the link.

What if I already have an active account with a streaming service? Can I use these credits?

Yes. Simply create your MyBundleTV account to receive your Streaming Reward Card and then log into your streaming service account. In the payment section, replace your credit/debit card information with the streaming virtual card information.

Is there a contact number to follow up if I have questions?

Yes.  Please email bluepeak@mybundle.com to contact the customer support team and they will be happy to assist you.

Can I order pay-per-view through Bluepeak TV?

Unfortunately, PPV is not available from Bluepeak TV.

Can I opt out of installing fiber on my property?

Fiber installation occurs on designated utility easements, which can be used to construct and maintain utility lines. This means that we might need access to the easement through your property. The choice to join Bluepeak’s fiber network is ultimately yours, but we think you will want to.