eero Signal Open Internet Transparency and Network Management Statement
These disclosures provide information about the network management practices, performance characteristics, and commercial terms applicable to eero’s cellular backup service for eero Signal. eero Signal provides cellular backup internet connectivity during an internet outage by using the facilities of one of our Underlying Carriers. Our Underlying Carriers manage the networks that provide eero Signal connectivity, not eero. These disclosures describe the experience you may have using our Underlying Carriers’ networks.
The information provided in this disclosure is meant to assist you in making informed choices about the purchase and use of backup data for eero Signal. The information provided relates to your experience while using the networks of our Underlying Carriers. We encourage you to familiarize themselves with this information and to provide us with feedback about our Broadband Services so that we can continue to provide an excellent experience. Nothing in this disclosure changes your rights and obligations, or ours, under our Terms and Conditions, available at eero.com/legal, or our Privacy Notice, available at eero.com/legal/privacy. This disclosure is provided for informational purposes only and we may change the information at any time, without notice.
NETWORK PRACTICES
Does eero favor certain websites or Internet applications by blocking or throttling traffic, modifying particular protocols, or prioritizing certain traffic on eero Signal?
No. eero does not block or throttle lawful content, applications, services, or non-harmful devices on eero’s cellular backup service. eero does not engage in any practices that favor traffic from affiliated entities and does not offer paid prioritization for traffic. Service access will cease when the allocated data allowance is exhausted until the next billing cycle begins or additional data is purchased/the back-up data plan is upgraded.
eero's third party Underlying Carriers have reported that they do not: (i) favor certain internet applications by blocking or throttling lawful internet traffic on the basis of content, application, service, or user; (ii) modify particular protocols, protocol ports, or protocol fields in ways not prescribed by the protocol standards; or (iii) favor some traffic over other traffic in exchange for consideration from a third party or to benefit an affiliate, except to address the needs of emergency communications, law enforcement, public safety, or national security authorities, consistent with or as permitted by applicable law.
However, eero or our Underlying Carriers may limit or manage the flow of traffic from certain locations, prevent the use of certain ports, block malicious or unlawful traffic, or take other appropriate actions to respond to or address network congestion, security threats or concerns (including viruses, botnets, worms, distributed denial of service attacks, spam, and other harmful activity).
How does eero manage congestion for the eero cellular backup service?
eero does not manage network congestion on the eero cellular backup service, but our Underlying Carriers may. Your experience on the service may vary based on network congestion, signal strength, and other factors typical of cellular service that will vary across our Underlying Carriers. Users may experience reduced speeds during times of network congestion.
Does eero block, throttle, or modify any specific protocols?
No. eero Signal backup data functions as a cellular backup service and does not modify or block specific protocols or ports except as required for network security or as implemented by our Underlying Carriers. eero does not inhibit or favor any applications or class of applications.
What cellular connectivity devices are compatible with eero Signal?
eero’s cellular backup service is only compatible with eero Signal hardware. eero Signal is available as a 4G LTE model or 5G RedCap model and requires an eero network to operate. eero Signal is compatible with USB-C powered eero Wi-Fi 6 (or greater) devices and the eero PoE Gateway. It is not supported when connected to an eero powered by Power over Ethernet (PoE), such as the eero PoE 7 and eero Outdoor 7. eero Signal requires backup data available through an annual eero Plus subscription or through select internet service providers. eero Signal is to be used for backup connectivity only at a single location, and requires an existing primary internet connection.
How does eero manage network security?
eero implements various security measures to protect our network and customers through network monitoring and threat detection, automated security updates, cellular connection encryption, eSIM security features, and standard network security protocols. Additionally, our Underlying Carriers implement their own security measures.
PERFORMANCE CHARACTERISTICS
Service Description and Typical Performance
eero Signal provides cellular backup internet connectivity during an internet outage through our Underlying Carriers’ networks. The eero Signal Service's performance depends on the carriers' networks and particular minimum speeds are not guaranteed. The service uses either 4G LTE or 5G RedCap technology depending on model selection. Based on estimates measured from the eero 4G Signal device, most customers will typically experience download speeds of 14-48 Mbps, upload speeds of 3-23 Mbps, and latency of 62-88 milliseconds, though actual speeds will vary. Speeds are affected by many different factors, including network conditions, signal strength, and location. Latency varies by network conditions and technology. The service is designed to be used as a backup solution for primary internet connection failures at a single location. Users should note that the service may not be suitable for all real-time applications during backup operation.
eero does not offer non-broadband internet access services.
COMMERCIAL TERMS
Price
eero Signal service is available through two subscription tiers at retail. The annual eero Plus subscription ($99/year) includes up to 10GB of data per year. The eero Plus 100 subscription ($199.99/year) includes up to 100GB of data per month. Backup data for eero Signal is also available through select internet service providers. Hardware costs vary by model.
Privacy Policies
For complete information about how we collect, use, and protect your information, please review our Privacy Notice.
Broadband Facts
Detailed information about the broadband services eero offers is available on our Broadband Facts label. Information from the Broadband Facts labels for all current plans is available at [URL].
Redress Options
Customers with questions or concerns about backup data for eero Signal can contact eero Customer Support through our support website, email customer service, or access community forums. Contact information can be found at support.eero.com. eero is committed to addressing and resolving customer concerns in a timely and effective manner.
Note: Service availability and actual performance may vary based on network coverage, signal strength, environmental conditions, and other factors. eero reserves the right to modify service terms and conditions as needed to maintain network integrity and customer experience.