How do I troubleshoot issues with my eero Pro 6 router?

Various factors can influence your router’s performance. Use the following troubleshooting topics and steps to fix common issues with your router.

I can’t connect to the internet.

• Check your power cable and connections. Sometimes loose, disconnected, or damaged cables can cause connection issues. Make sure that your power cable is securely connected to your router and plugged into a power outlet. 
• Check that your router and fiber modem are connected to each other. The router and modem (the black box that connects to the fiber line coming into your home) should be plugged in and connected to each other with an Ethernet cable. One end of the cable should be connected to one of the router's Ethernet ports, and the other end should be connected to the modem's yellow Ethernet port.
• Check if the modem lights are on. Ensure that the lights for Power, Broadband, Service, and Ethernet are on. If the lights are off, unplug the modem's power adapter and wait 10 seconds. Then plug it back in and wait 2-5 minutes.  
• Check if the router's status light is on. This is the light on the top front edge of the router. If it's off, unplug the router's power adapter and plug it back in.
• After plugging in the power adapter, check for one of the following status light colors. (Note: At this point, the light will be flashing white to indicate that the router is booting up.)

     - Solid white: Router is online and active.

     - Flashing blue: Router is in setup mode. Open the eero app on your phone and follow the steps to set up your router and connect to your home network. If you don't have the app, download it now.

     - Yellow: Router has an incompatible or bad power supply. Further technical support is required. Contact us via chat and we’ll help you out.

     - Red: Router has no active internet connection. Further technical support is required. Contact us via chat and we’ll help you out.

• If you’re still having issues with your connectivity, check the status of your internet in the eero app. 
• Open the app on your phone and check your internet status on the Home Screen beneath your network name. The status will show either Online with a green background or Offline with a red background. 
• If you still have no connectivity, turn off your device’s Wi-Fi then turn it back on. There may be an issue with one or more of your devices if the app status shows Online but you still have no internet connection. 
• If there is still no connection, reboot your device. Unplug the power cable and plug it back in.

My internet connection is slow.

• Check your power cable and connections. Sometimes loose, disconnected, or damaged cables can cause connection issues. Make sure that your power cable is securely connected to your router and plugged into a power outlet.  
• Check that your router and fiber modem are connected to each other. The router and modem (the black box that connects to the fiber line coming into your home) should be plugged in and connected to each other with an Ethernet cable. One end of the cable should be connected to one of the router's Ethernet ports, and the other end should be connected to the modem's yellow Ethernet port. 
• If your internet is still slow, run a speed test to determine your connection speed. Open the eero app and tap the Activity icon at the bottom of the page. Then tap "Run Speed Test" to get real-time results. If you don't have the app, download it now.  
• If speeds are in the single digits, unplug the power cable from the back of your router, wait 30 seconds, then plug it back in. The router's status light will turn solid white, then flashing white while the router boots up. It will take about a minute or two for it to start up and begin broadcasting. The cycle is complete when the router's status light turns solid white again.

One or more of my devices won't connect to the internet.

• Turn off your device's Wi-Fi then turn it back on. If that doesn’t work, restart the device and try again. 
• If your device still won't connect to the internet, try rebooting your router. Unplug the power cable from the back of your router, wait 30 seconds, then plug it back in. 
• If there is still no connection, run a speed test to determine your connection speed. Open the eero app and tap the Activity icon at the bottom of the page. Then tap "Run Speed Test" to get real-time results. If you don't have the app, download it now.  
• If speeds are in the single digits, unplug the power cable from the back of your router, wait 30 seconds, then plug it back in. The router's status light will turn solid white, then flashing white while the router boots up. It will take about a minute or two for it to start up and begin broadcasting. The cycle is complete when the router's status light turns solid white again.

My router is damaged.

•  If your router or fiber modem is damaged, contact us via chat and we’ll help you out.