How do I set up PPPoE on my eero network?

PPPoE (Point-to-Point Protocol over Ethernet) is a connection protocol some Internet Service Providers (ISPs) use to manage internet access and authenticate users with a username and password. If your ISP requires PPPoE, you'll need to configure it on your eero network using credentials provided by your ISP.

What do I need before setting up PPPoE?

If your ISP requires PPPoE:

• Contact your ISP for PPPoE credentials

• PPPoE credentials are different from your wifi login credentials

• PPPoE credentials are different from your ISP account credentials, but are likely managed by your ISP

• Entering the wrong credentials to set up PPPoE can result in disabling your network. If this happens, try again after hard resetting your gateway eero 

• The PPPoE credentials must be provided by your ISP in advance of setting up your eero network

• PPPoE is supported from eeroOS v6.6.1 and eero App version 6.13.0 and later. The eero 6 and all newer models support PPPoE

Note: PPPoE requires a firmware update. If you are setting up older eeros, you may need to set up your network while it's connected to your modem/router combo and update it to v6.6.1 or later first. 

How do I configure PPPoE while setting up my network?

1. Begin setting up your network in the eero App using the steps shown in How do I set up eero?

2. You should receive the error message "Your eero can't reach the internet" indicating your ISP refused your eero's request to connect. Tap Internet settings to continue

3. Tap WAN type

4. Select PPPoE, then enter the username and password given to you by your ISP

5. Tap Save settings

6. Follow the on-screen directions to finish setting up your network

How do I configure PPPoE on an existing network?

1. Open the eero App, and tap Settings in the bottom-right corner

2. Tap Advanced networking

3. Tap ISP Settings

4. Tap WAN Type, then choose PPPoE

5. Enter your PPPoE username and password, tap Save settings

Once PPPoE is enabled, your network will attempt to come online using the PPPoE credentials you've configured the next time it attempts to restore internet connectivity or reboots. If configured improperly, your network may fail to come back online after a reboot or other disruption to connectivity.

What should I know to avoid connectivity issues?

To prevent your network from getting stuck in an offline state, follow these guidelines:

• Ensure you are entering the correct PPPoE credentials. If you're unsure, contact your ISP for more details

• If your ISP has provided a modem/router combo, you may need to contact them to place their hardware into bridge mode after you've enabled PPPoE on your eero

If you're using eero in bridge mode with a third-party router

You'll need to switch eero to Automatic mode before configuring PPPoE:

1. Tap Settings

2. Tap Advanced networking

3. Tap DHCP & NAT

4. Tap the button next to Automatic, then tap Save in the top-right corner

5. A pop-up saying "Reboot required" will appear. Tap Continue to proceed, then allow about 3 minutes for your network to reboot

6. Go back to the Advanced networking page, then tap ISP Settings

7. Tap WAN Type, then choose PPPoE

8. Enter your PPPoE username and password, tap Save settings