What should I do if my eero network is offline?

Open the eero App — it can detect when your network is down, tell you why, and guide you through fixing it. If your eero is showing a red LED, this usually means you’re having WAN (Wide Area Network) connection issues—that's the connection you’re getting directly from your internet service provider (ISP).

How can I check if my network is connected?

  1. Open the eero App and tap Home in the bottom-left corner
  2. Check your network status at the top of the app. If your network is offline, you'll see Offline in red text with the message ”Troubleshoot your connection”
  3. Tap the > (right arrow) next to ”Troubleshoot your connection” to diagnose your network's connection

Using Hotspot Backup

You can use Hotspot Backup if you have a mobile hotspot or another wifi network available. If you haven't set this up yet, follow these steps:

  1. Make sure your mobile hotspot or backup wifi network is active. For more information, see Troubleshooting eero Hotspot Backup
  2. On the Home tab, tap Internet
  3. Tap the > (right arrow) next to the eero Hotspot Backup options
  4. Follow in-app directions to connect your eeros to your backup wifi network

What should I do if my phone isn't connected to the eero network?

To see troubleshooting details in the app, connect your phone to your eero network. This works even if the network is offline.

If you're near your network, use your phone or tablet's wifi settings to connect it. If needed, toggle wifi off and then on again to let it auto-connect.

How do I know when my internet connection is back online?

Once you've reconnected your network to the internet, the app will let you know you're back online. The app checks that you have:

  • A phone or tablet connection
  • A WAN connection, which includes:
    • An Ethernet connection
    • Compatible ISP settings
    • An associated WAN IP address
    • A default router IP
    • Successful DNS resolution

Note: Your WAN connection will fail if an error is detected at any of these points.

What should I do if my phone is connected but my WAN connection isn't detected?

Your eero network needs an Ethernet connection to communicate with your modem or fiber ONT.

  1. Unplug all Ethernet cables from your modem except the one connecting to your Gateway eero
  2. If your phone still isn't reaching the internet, unplug power from your modem or fiber ONT for at least 3 minutes. This makes sure the modem is fully powered down. Check that the Ethernet cable connecting to your gateway is plugged snugly into the correct port on your modem (hint: It may be labeled LAN or Ethernet)
  3. Plug the modem back into power and wait for it to come back online. It may take 5-10 minutes to regain connectivity
  4. Once your modem is back online, restart your gateway and wait until it has a solid white LED light
  5. If you're still unable to establish a WAN connection, try using a different Ethernet cable and repeat the above steps

What should I do if my WAN connection fails when confirming ISP settings?

Your ISP might need special settings for your eero to work properly.

  1. Make sure the Ethernet cable is fully connected between your modem and Gateway eero
  2. Unplug power from your modem or fiber ONT for at least 3 minutes. This makes sure the modem is fully powered down
  3. Plug your modem back into power and wait for it to come back online. It may take 5-10 minutes to regain connectivity
  4. Once your modem is back online, restart your gateway and wait until it has a solid white LED light
  5. Review your ISP settings—if your ISP instructions mention VLAN tagging, a static IP, or PPPoE, skip to the "How can I edit my ISP settings?" section below. Make sure you enter that information exactly as it appears in their documentation

What should I do if my WAN IP address isn't being identified?

You may have an internet service or WAN outage. Check your ISP's website for service outage details. If you have an internet outage, you can use Hotspot Backup until the outage ends.

If you don't have an outage, try this:

  1. Make sure the Ethernet cable is fully connected between your modem and Gateway eero
  2. Unplug power from your modem or fiber ONT for at least 3 minutes, then plug it back into power. This makes sure the modem is fully powered down
  3. Wait for your modem to come back online. It may take 5-10 minutes to regain connectivity
  4. Once your modem is back online, restart your gateway and wait until it has a solid white LED light

What should I do if my eero can't reach my default router IP address?

This may indicate an internet outage. Check your ISP's website for outage details. If there's an outage, you can use Hotspot Backup until the outage ends.

If you don't have a service outage, try this:

  1. Unplug power from your modem or fiber ONT for at least 3 minutes, then plug it back into power. This makes sure the modem is fully powered down
  2. Wait for your modem to come back online. It may take 5-10 minutes to regain connectivity
  3. If you have any third-party networking equipment, check that the DNS and DHCP settings allow all traffic to pass to the Gateway eero

What should I do if I'm receiving a DNS resolution error?

This may indicate an internet outage. Check your ISP's website for outage details. If there's an outage, you can use Hotspot Backup until the outage ends.

If you don't have a service outage, try this:

  1. Unplug power from your modem or fiber ONT for at least 3 minutes, then plug it back into power. This makes sure the modem is fully powered down
  2. Wait for your modem to come back online. It may take 5-10 minutes to regain connectivity
  3. If you have any third-party security equipment, check that DNS traffic is allowed

What are ISP settings?

Your ISP establishes the internet connection to your home wifi network. This connection lets your modem communicate with your Gateway eero to provide wifi.

Some ISPs need specific configurations like "uplink VLAN" so your modem can communicate with wireless routers like your Gateway eero.

Your Gateway eero uses a WAN IP address to reach, and be reached by, the rest of the internet. Most routers connect to the internet via Dynamic Host Configuration Protocol (DHCP). If you have questions about the WAN type you need, contact your ISP.

How can I edit my ISP settings?

If your ISP needs you to use a special configuration to reach the internet, follow these steps:

  1. Tap the Settings tab in the bottom-right corner of the app
  2. Tap ISP Settings
  1. Make sure DHCP, Static IP, PPPoE, or Uplink VLAN is enabled

Note: Your app will notify you if it can't reach your default internet settings (DHCP). If this happens, contact your ISP for support.

For DHCP and Static IP:

  1. Enter your IP address, Subnet Mask, and Router IP

For PPPoE:

  1. Enter your Username and Password

For VLAN:

  1. Toggle on Uplink VLAN Tag
  2. Enter your VLAN ID
  3. Tap Save settings

The app will notify you if the entered details aren't valid. Check your entry and tap Save settings.

For more information about special ISP configurations, see Configuring Internet service provider (ISP) settings.

What should I do if I'm still having issues establishing my WAN connection?

If you still can't reach the internet after trying the steps above, or if you need any further assistance, contact Support.

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