eero App Network Offline Troubleshooting

We are making it easier for you to troubleshoot your connection. The eero app will be able to detect when your network is down, tell you why it’s offline, and provide steps to get it online again. 

Wide Area Network (WAN) is a large network of information not tied to a single location. It is provided by your ISP and channeled into your modem. To help regain WAN connectivity, refer to the below troubleshooting guidance. 

 

How can I check if my network is connected? 

1. When accessing the eero app, tap the Home tab. 
2. Your network status will be reflected at the top of the app. 
   1. Note: No Internet will display if you are not connected to the network.
3. Navigate to Internet. You will see how long your network has been offline for or if your network is using eero Internet backup. 
4. Tap Internet. This screen will present if a network outage is detected and whether it impacts your Wired connection or your eero Internet Backup. 
5. Tap the > arrow next to the Wired Internet or eero Internet Backup options.
   1. Note: A red exclamation mark icon will populate next to the detected network outage. 
6. In-app troubleshooting instructions will display based on the detected outage. 

 

My phone is not connected to the eero network. What should I do? 

To view Internet troubleshooting details in the app, your phone or tablet must be connected to the eero wifi network (even if the network is currently offline).

1. Make sure your eero device is plugged into power. 
2. On your phone or tablet, go to Settings and toggle wifi OFF, then back ON. 
3. Make sure you’re connected to your eero wifi network. 

 

How can I ensure my internet connection is online? 

Once you have successfully reconnected your network to the internet, the app will notify you that you are back online.  It does so by validating that you have:

1. A phone or tablet connection.
2. A WAN Connection, which includes:
   1. An Ethernet connection.
   2. Compatible ISP settings.
   3. An associated WAN IP address.
   4. A default router IP.
   5. Successful DNS resolution. 

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

 

My phone is connected to the network, but my WAN connection is not detected. 

Your eero network requires an Ethernet connection to communicate to the modem or fiber ONT. 

1. Make sure the Ethernet cable is fully connected between your modem and gateway.
2. If it’s still not connecting, unplug power from your modem or fiber ONT for at least 30 seconds, then plug it back into power. This ensures the modem is fully powered down before moving ahead.
3. Wait for your modem to come back online. 
   1. Note: This 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. Unplug all Ethernet cables from your modem. Reconnect your Ethernet cable from your Gateway to your modem.
6. Make sure your Ethernet cable is plugged snugly into the correct port on your modem. (Hint: It may be labeled LAN or Ethernet). 

 

I’m still having issues establishing my WAN connection. 

Try using an alternate Ethernet cable and follow the same instructions as above. If you still need help, contact support.

 

The WAN connection is failing when confirming Internet Service Provider (ISP) Settings. 

Your eero network may require specific ISP settings to be compatible with your Internet Service Provider (ISP). 

1. Unplug power from your modem or fiber ONT for at least 30 seconds, then plug it back into power. This ensures the modem is fully powered down before moving ahead. 
2. Wait for your modem to come back online. 
   1. Note: It may take 5-10 minutes to regain connectivity. 
3. Once your modem is back online, restart your Gateway and wait until it has a solid white LED light. 
4. Make sure the Ethernet cable is fully connected between your modem and Gateway. 
5. Review your ISP settings - If your ISP instructions mention WAN VLAN or PPPoE, make sure you enter that information exactly as it appears in their documentation. 
6. If you are aware of an ISP outage, tap on My internet provider has an outage to temporarily use your eero Internet Backup. 

If you still need help, contact support.

 

My WAN IP address is not being identified.

You may have an Internet Service Outage. Please check your Internet Service Provider’s (ISP) website for service outage details. If there’s an outage, get back online with eero Internet Backup by tapping Temporarily use eero Internet Backup. 

 

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

1. Unplug power from your modem or fiber ONT for at least 30 seconds, then plug it back into power. This ensures the modem is fully powered down before moving ahead. 
2. Wait for your modem to come back online. 
   1. Note: It may take 5-20 minutes to regain connectivity.
3. Once your modem is back online, restart your Gateway and wait until it has a solid white LED light. 
4. Make sure the Ethernet cable is fully connected between your modem and Gateway. 

If you still need help, contact support.

 

My eero is unable to reach my default router IP address.

You may have an Internet Service Outage. Please check your Internet Service Provider’s (ISP) website for service outage details. If there’s an outage, get back online with eero Internet Backup by tapping Temporarily use eero Internet Backup. 

 

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

1. Unplug power from your modem or fiber ONT for at least 30 seconds, then plug it back into power. This ensures the modem is fully powered down before moving ahead. 
2. Wait for your modem to come back online. 
   1. Note: It may take 5-20 minutes to regain connectivity.
3. If you have any third party networking equipment, please check that the DNS and DHCP settings are correct.

If you still need help, contact support.

 

I’m receiving a DNS resolution error. 

You may have an Internet Service Outage. Please check your Internet Service Provider’s (ISP) website for service outage details. If there’s an outage, get back online with eero Internet Backup by tapping Temporarily use eero Internet Backup. 

 

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

1. Unplug power from your modem or fiber ONT for at least 30 seconds, then plug it back into power. This ensures the modem is fully powered down before moving ahead. 
2. Wait for your modem to come back online. 
   1. Note: It may take 5-20 minutes to regain connectivity.
3. If you have any third party security equipment, please check that DNS traffic is allowed. 

If you still need help, contact support.

 

What are Internet Service Provider (ISP) Settings? 

Your ISP establishes the internet connection to your home wifi network. This initial connection allows your modem to translate internet traffic so your Gateway eero can provide wifi. 

 

Some ISPs require 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 their internet service provider (ISP) by Dynamic Host Configuration Protocol (DCHP). If you have questions about the WAN type you need, contact your ISP.

How can I edit my Internet Service Provider (ISP) Settings? 

To configure your ISP Settings:

1. Tap the Settings tab at the bottom of the app.
2. Tap ISP Settings.  
   1. Note: Your app will notify you if it is unable to reach your default internet settings (DHCP). If this is the case, contact your ISP for support. 
3. Ensure DHCP, Static IP, PPPoE, or Uplink VLAN is enabled. 
4. For DHCP and Static IP:
   1. Enter your IP address, Subnet Mask and Router IP. 
5. For PPPoE:
   1. Enter your Username and Password. 
6. For VLAN:
   1. Enter your VLAN ID. 
7. Tap Save settings. 
8. Note: The app will notify you if the entered details are not valid. Check your entry and tap Save settings.