Internet Support

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How to optimize internet and
Wi-Fi speeds

Reboot Modem and eero Equipment

FAQs

What do I do if there’s an outage?

If you’re experiencing an outage, this link can help.

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

If you're having trouble with your internet connection, here are some steps you can take to troubleshoot the issue:

Restart your modem and router: Unplug both devices, wait for about 30 seconds, then plug them back in. This can resolve many connection issues.
Check cables: Ensure all cables are securely connected to your modem, router, and wall outlet. Look for any visible damage to the cables.
Test your connection: Use a device to check if the issue is affecting all devices or just one. If only one device is having issues, try reconnecting it to the network.
Check for outages: Text 'OUTAGE' to 888-975-4258 to inquire about a service outage in your area.
Contact customer service: If the problem persists, contact our customer support team for further assistance.

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.

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.

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!