topic Re: Eero App not functioning. in Full Fibre

Eero App not functioning.

benny55 — Sun, 29 Dec 2024 14:20:51 GMT

Yesterday my internet suffered a short drop-out, it was then restored and continued to function as normal. However, since then the Eero app has ceased to function as before.

It insists on my signing in but this process requires the disconnection/reconnection of Eero and ONT.

When I try to bypass this process, I get this message;

This eero device is already registered. Please have the previous owner remove this eero from the network.

Any ideas as to how I can restore the App’s functionality without disturbing my connection?

Re: Eero App not functioning.

Anonymous — Sun, 29 Dec 2024 14:37:33 GMT

Have you tried deleting and reinstalling the app?

Re: Eero App not functioning.

ferguson — Sun, 29 Dec 2024 14:38:05 GMT

It looks like you can't. Have you checked the eero help pages?

https://support.eero.com/hc/en-us

Re: Eero App not functioning.

benny55 — Sun, 29 Dec 2024 14:58:02 GMT

Yes. No Joy.

Re: Eero App not functioning.

benny55 — Sun, 29 Dec 2024 15:14:05 GMT

Thanks for that.
Just following it up. The network is fine I’ve just lost the ability to monitor it.

Re: Eero App not functioning.

ferguson — Sun, 29 Dec 2024 15:29:58 GMT

Yes, but it does seem you will need to lose your connection temporarily in order to reset the app.

Re: Eero App not functioning.

benny55 — Sun, 29 Dec 2024 15:43:48 GMT

Will that involve doing a ‘day one’ type install, setting up passwords etc?

Re: Eero App not functioning.

ferguson — Sun, 29 Dec 2024 16:09:41 GMT

I honestly don't know.

Re: Eero App not functioning.

benny55 — Sun, 29 Dec 2024 16:25:47 GMT

I’ve left a message with the Eero help desk. Will report back on any outcome.

Re: Eero App not functioning.

Anonymous — Mon, 30 Dec 2024 09:03:47 GMT

Hi benny,

I'm sorry to hear this. How are you getting on?

Michelle

Re: Eero App not functioning.

benny55 — Mon, 30 Dec 2024 10:54:06 GMT

Hi Michelle,

An agent at Eero is looking into the case.

Will let you know what the outcome is.

Thanks, Benny.

Re: Eero App not functioning.

Anonymous — Mon, 30 Dec 2024 10:58:47 GMT

Morning,

Ok thank you.

Michelle

Re: Eero App not functioning.

benny55 — Tue, 31 Dec 2024 10:55:41 GMT

I’ve now had contact from another agent basically covering the same ground as the previous one.

What makes this more difficult is their location (US) and as they are on CST as opposed to GMT any exchange takes 24 hours to process.

If this App failure occurs every time there is an outage you have to question the use of eero routers in the first place.

Re: Eero App not functioning.

Anonymous — Tue, 31 Dec 2024 11:00:55 GMT

Hi benny,

Can I just check, have you also tried the below steps?

Having trouble with the eero app? Try the following to help fix any issues:

Make sure the device you're using the eero app on is connected to the Internet either through Wi-Fi or a data connection
Close your eero app and reopen it
Next try logging out of your eero account and logging back in — you can do this in the Account settings section in Settings
Try uninstalling the eero app and reinstalling it to make sure you have the latest version
As a last resort, try turning your device off and back on again

Michelle

Re: Eero App not functioning.

benny55 — Tue, 31 Dec 2024 11:17:04 GMT

Hi Michelle,

Other than switching everything off/on I've tried all the other options you suggested.

As outlined on the original post the App remove/add option eventually results in the message; This eero device is already registered. Please have the previous owner remove this eero from the network.

My slight concern regarding the off/on option is I could lose my network completely.

Regards, Benny.

Re: Eero App not functioning.

Anonymous — Tue, 31 Dec 2024 11:26:34 GMT

Hi benny,

Thanks for confirming. I can raise this to our Devices Team for you? Are you still in contact with eero?

Michelle

Re: Eero App not functioning.

benny55 — Tue, 31 Dec 2024 11:31:22 GMT

Thanks Michelle.

Yes, still in contact with eero. Supplied information this morning but because of the time zone delay not expecting anything before tomorrow at the earliest.

Regards, Benny.

Re: Eero App not functioning.

Karl-TalkTalk — Tue, 31 Dec 2024 11:49:49 GMT

OK, let us know if you hear from eero.

Karl.

Re: Eero App not functioning.

benny55 — Wed, 01 Jan 2025 11:18:36 GMT

1/ Happy New Year to all.

2/ My eero’s app functionality has now been restored.

3/ Following my exchanges with the eero help line the final suggestion was to login using my Amazon A/C and password. That worked.

What I don’t know is if any activity took place remotely or what the solution might have been had I not had an Amazon A/C. On the other hand, it may well be because I had the Amazon A/C that corrupted it in the first place. I guess I’ll never know.

Regards,

Benny.