My network is offline

If your network is offline, you will want to troubleshoot your network. Below are the preferred steps to take, but if you have already tried these, you may want to contact your ISP (see below).

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 gateway 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 eero. Unplug it and replug it into power. Then wait until it fully boots back up – this should take about 2 minutes. Next, try power cycling your modem. If there’s an on/off switch, switch it off and wait for 30 seconds before switching it back on. If there is no on/off switch, unplug the modem and wait for 30 seconds before plugging it back in. Wait until the lights on your modem and the LEDs on your eero are done blinking before trying to get back online.

Contact your ISP:

If you’re still not online, it may be time to try contacting your ISP.

Some major ISPs include:

  • Comcast (Phone: 1-800-934-6489)
  • Time Warner Cable (Phone: 1-800-892-4357)
  • Verizon (Phone: 1-800-837-4966)
  • AT&T (Phone: 1-800-288-2020)
  • Cox (Phone: 1-866-272-5777)
  • Charter (Phone: 1-855-757-7328)
  • Optimum (Phone: 1-888-276-5255)
  • Suddenlink (Phone: 1-877-794-2724)
  • Frontier Communications (Phone: 1-800-921-8101)
  • EarthLink (Phone: 1-800-817-5508)
  • CenturyLink (Phone: 1-877-837-5738)

If you need help identifying your ISP, you can look it up here:

To better understand the issue, you can ask your ISP if there’s been an Internet outage in your area or any changes to your Internet settings or other network services.

Still having trouble? Contact us, and we’ll help you get to the bottom of it.

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