topic Re: Unique problem with Eero router (and its support) in Full Fibre

Unique problem with Eero router (and its support)

pavlova — Mon, 18 Nov 2024 18:38:07 GMT

I'm having an issue with my Eero router.

Everything worked well until I changed my WiFi password. After updating my devices with the new password, my Blink sync module wouldn’t connect. I tried a guest network with the old password, and it worked—but only temporarily, since I reset the Blink during troubleshooting. I even reverted to the original password, but Blink still refuses to connect, saying I’m using the wrong password (I’m sure it’s correct).

Blink support suggested it’s an Eero issue, while Eero support says it’s Blink’s problem.

Now, I’m also having trouble with TP-LINK smart plugs, which freeze at the WiFi selection stage. Interestingly, these devices connect without issue on a friend’s router.

I contacted Blink again, spoke with a UK rep, and they escalated the issue to the U.S. I haven't received any response for over a week, despite follow-up emails.

Any advice on what to do next?

Re: Unique problem with Eero router (and its support)

Anonymous — Tue, 19 Nov 2024 06:47:46 GMT

Hi pavlova,

Have you tried resetting the eero and then re-setting it back up again?

Thanks

Michelle

Re: Unique problem with Eero router (and its support)

Anonymous — Wed, 20 Nov 2024 08:25:03 GMT

Morning pavlova,

How are you getting on?

Thanks

Michelle

Re: Unique problem with Eero router (and its support)

pavlova — Wed, 20 Nov 2024 08:34:38 GMT

Hi Michelle,

First of all, thank you not only for replying so fast but also for the quick follow-up email. That’s how support should look.

Yes, I did the reset, although I was hesitant to do so—reconfiguring ~30 devices to connect to Wi-Fi is not fun.

I’m still disappointed with how Eero direct support works, but at least I have your backing.

After resetting, my new TP-LINK plugs started working straight away, but the Blink Sync Module still refused to accept the Wi-Fi password. I enabled the guest network again, and it connected fine and immediately performed a firmware update, after which it finally connected to my main network. It seems there was some incompatibility between Eero and Blink that the new firmware fixed.

For now, problem is solved.

Thank you

Re: Unique problem with Eero router (and its support)

Anonymous — Wed, 20 Nov 2024 08:41:56 GMT

Good morning,

Thank you for the update and I'm glad to hear this. If it does happen again then please let us know and we can ask our Devices Manager to take a look.

Thanks

Michelle 🙂