Eero
Reviews and Complaints

Defective Eero 6 mesh system. Base unit overheats, wifi keeps dropping. Customer service took over 2 weeks to respond, and they were polite but unhelpful. They kept asking for more information without any intention of replacing the base unit under warranty. This happened during a Pandemic. I had hoped to use the mesh system for remote medical care, but it's not reliable, so we're using our *** Router/Modem instead. This company got bought by Amazon. They shamefully refuse to support their own product. DON'T BUY.

I've had my Eero mesh wi-fi for almost 2 years now, no complaints with the product itself so far, in fact, I just upgraded to Eero 6. However, my issue is with Eero Secure. I've had that subscription for almost 1 year now, and it has yet to work properly. Once that feature is turned on, I am practically unable to use any of my devices, websites don't load, searches won't come up, etc, etc, etc. But once I go in a turn off the feature, everything loads as normal. I've tried to resolve this issue with tech support on numerous occasions but to no avail; in fact, tech support has been absolutely HORRIBLE in resolving this issue. I've paid for a service that was supposed to enhance my web experience by making it more secure but instead created a nightmare. I am a believer in the wi-fi portion of the product, but the security aspect is a living h*** I would like Eero to make good on this, I would hate to have to escalate this matter to the ComplaintsBoard.com.

I bought this device in January, and a month later my internet kept getting dropped. I thought it was my main modem from my internet service causing the issue. It was really annoying, so I decided to test it out. I plugged my old wifi modem back in for a week, and it worked perfectly with no drops at all. In April, I called Eero and they told me I needed to do a hardware reset. It took over an hour to do that with their customer service representative, who kept going on and on. After the reset, he said all the reports from Eero were gone, so it should be fresh. But two weeks later, the same problem started happening again. I tried to ignore it, but eventually I got tired of it and called Eero. As an Eero customer, you have a 1-year manufacturer warranty. However, they are refusing to replace the main modem. The customer service also suggested that I should go buy another Eero and test it out, and if it works fine, then something is wrong with my current device. So now I'm stuck with this default device. This device is way too expensive to have this type of customer service. Think twice before buying this product. I was on the phone with them for over an hour for no reason. They just kept telling me I'm a liar and that my device is not faulty like it actually is. This company is a joke. I couldn't even get their supervisor to help.

I've been having some technical problems with my eero system at home. I've been working on it for the past 3-4 months, but it still hasn't been resolved. Now they're telling me it's outside of the warranty.

Ever since I got this Eero Pro 6, my wifi has been acting up nonstop. I've got like a hundred emails about this problem, but it's still not fixed. I tried asking for help from higher-ups, but they just ignored me and left my emails hanging. When I called, nobody could even explain why they didn't get back to me. It's been almost two weeks since I asked for some real help, and I've been dealing with this issue for over six months now.

I just got myself an Eero 6 Pro. I gave their support line a ring and, after a bit of back and forth (I've got over 20 years of IT experience under my belt, you know, before I got into Cyber security), it took a good 40 minutes for them to tell me that Eero won't lend a hand. I've never been this frustrated in my whole life. All I needed was a new power supply and cord to get the device up and running smoothly, but apparently, that was asking too much from a company that should be supporting veterans like me. It'd be real swell if a manufacturer could actually back their product after you've made a purchase!

I called eero on 6/22 at around 3:35PM to hide my ssid from broadcasting. My mom and I talked to *** who was rude and disrespectful, trying to talk down to me. All I wanted was to hide my ssid, which should've been easy since I've done it with other routers in the past. *** kept interrupting me and pretending to be nice. When I asked to speak to a supervisor, she refused to transfer me, saying no one wanted to take the call. Later, she said she escalated the call and someone would email me. This is ridiculous! I need to talk to a supervisor about this. The customer service was terrible and *** wasn't helpful at all.

I sent an email, but nobody ever emailed back from tech support. When I did a GRC port test, it failed. Not all ports are stealth, especially port ***. It needs to be fixed. Also, I have Wowway and sometimes the speed on both wired and wireless drops before reaching the 200/10 I pay for. I called Wowway ISP and they said everything is okay. I even tried calling tech support, but it was a joke. The non-US people told me to run speedtest.net and unplug and run a speed test on my phone. I can't do that right now, so I hung up. I would like that fixed so it works. My email is ***. If you can, please fix these issues so that all ports have new security flaws and are stealth when I run a port test. I hope it gets fixed soon. I love Eero and didn't want to have to go this far just to get this fixed.

I got 6 Eero Pro Mesh routers a year ago and they've been nothing but trouble. Eero, please buy them back for the same price I paid, $1,317. Your support team hasn't been able to fix the issues, and the latest updates have only made things worse. I've already ordered new units from Orbi to replace these. I've spent over 26 hours on the phone and through emails with Eero, providing reports and trying to solve the problems, but Tier 2 support never follows up. I can't keep losing money and risking my livelihood because of these issues. It shouldn't be this hard to have a reliable internet connection. I've already lost thousands and I don't want to take legal action. Let's just go our separate ways, give me a refund, and I'll send the hardware back once I have the new setup.

I got this Eero router on 11/23, but it's defective. I've called Eero four times already to get a replacement, but every time I call, they say it's gonna take a while to fix the problem. I called on May 24th, and the rep said they're gonna check if the unit is updated, but it might take 48 hours to see any changes. Then, on July 14th, I called again, and the rep said they're gonna reroute my signal through some server, but it might take a whole week to see any results. On July 19th, I called once more, and the rep said it's not just one week, it's gonna take two weeks to see any changes. But if the issue keeps going, they'll replace my Eero unit. I called today, and I got the same answer as on May 24th. Every time I call, I have to spend at least 35 minutes on the phone explaining everything, and it's really frustrating. I don't wanna waste any more time with different guesses and no solution. That's why I'm reaching out today, to please help me honor the warranty on my device. Thanks.

I ordered Eero on Dec 9th, order number: ***. Later, I realized I should've gotten the "pro" version. On Dec 10th, I sent them an email to cancel the order. They replied on Dec 11th, asking for the reason for cancellation. I responded, but didn't hear back from Eero. So, on Dec 16th, I called and spoke to ***. Eero asked for my address and a picture of the serial number. I replied later that evening (16th). The next day, on Dec 17th, I received another email from *** (eero Customer Support) at 3:35 PM CST. It said, "Hi ***, Our order management team has approved your return. You will receive a second automated email from *** with your return label, please tape it on the packaging and take it to the nearest *** location. Once the return tracking shows delivered, our warehouse facility team will automatically process the refund. The refund can normally take up to 1-5 business days to show back up on your credit card. Please let me know if you have any additional questions or concerns. Thank you, *** | eero Support." I got an email with a *** return label. I shipped back the unopened product on Dec 19th.