How do I troubleshoot eero Signal?

eero Signal is a cellular backup device that keeps your eero network online when your main internet goes down. It connects to your eero and automatically switches to cellular data during outages.

What do the eero Signal LED colors mean?

Your eero Signal uses different colors to show its status:

How do I fix eero Signal power problems?

If your eero Signal won't turn on or shows flashing orange:

1. Check the power supply wattage (printed between the prongs)

2. Use the 45 wattage power supply if you have two

3. Test if your eero works without Signal connected

4. Make sure your outlet works and isn't controlled by a wall switch

5. Try connecting Signal to a different eero in your home

How do I use eero Signal with eero PoE Gateway?

When using eero Signal with the eero PoE Gateway (140w power supply):

• Connect eero Signal to the front USB-C port

• Connect the 140w power supply to the back USB-C port

  • Connecting the 140w supply through Signal will stop the PoE Gateway from powering PoE devices.

• eero Signal doesn't need its own power supply this way

How do I fix cellular connection problems?

If your eero Signal shows a red LED:

• Check if you have cellular coverage in your area

• Move your eero (with Signal connected) to a spot with better reception

• Move your eero Signal to a different eero in your network

If your eero Signal shows solid orange:

• Check if your subscription is active in the eero app

• See if you've used all your data

• Make sure your payment method is current

How does eero Signal failover work?

When your main internet stops working, eero Signal automatically provides backup. Here's what happens:

• Switching takes time: Your main connection must go completely offline first (and stay offline up to a minute). You might notice brief interruptions in games or video calls.

• Short outages might not trigger backup: Quick connection hiccups may not activate cellular backup.

• Automatic recovery: Your network switches back to the primary internet when it's available again.

What happens when I run out of cellular data on eero Signal?

If you run out of cellular data, your eero Signal will stop providing backup internet. You'll receive a notification in the eero app letting you know your data is depleted.

Your network will switch to the next available backup method if you have one set up.

What uses the most cellular data:

• Video streaming (Netflix, YouTube, etc.)

• Video calls (Zoom, FaceTime, etc.)

• Large file downloads or uploads

• Cloud backups

• Software updates

• Online gaming

If you think you still have data available:

Contact eero support if you believe your data usage is incorrect.

Note: eero Plus includes 10 GB of backup data per year. eero Plus 100 includes 100 GB of backup data per month.

Can I control which devices use backup?

Yes. You can set your network to pause non-essential devices during backup. This saves cellular data for important devices.

Turn on Allow Internet Backup in your device settings to choose which devices can use backup.

To choose which devices can use backup:

1. Open the eero app and tap the Internet row on the home page

2. Scroll to the bottom of the page to find Backup usage

3. Tap Devices

4. Select which devices you want to allow to use backup internet

Why can't I upgrade to eero Plus 100?

If you see an error when trying to upgrade to eero Plus 100, the solution depends on where you purchased your eero Plus subscription.

If you purchased through Amazon.com:

Contact eero support to help with your subscription upgrade.

Note: Subscriptions purchased through Amazon.com are managed differently than subscriptions purchased through our online store.

If you purchased through our online store:

1. Go to account.eero.com and make sure your payment information is up to date

2. Contact eero support if the issue continues

If you purchased via Apple or Google In-app Purchase:

1. Open the eero App, Tap Settings, then Account Settings

   1. Apple: Tap Manage via the Apple Store

   2. Google: Tap Manage via the Google Store
      

Why did my eero Signal disappear from the app?

If your eero Signal is no longer visible in the eero app, power cycle both your eero Signal and the eero it’s connected to.

To power cycle your eero Signal:

1. Unplug the power adapter from the outlet

2. Wait 10 seconds

3. Plug the power adapter back in

4. Wait for the LED to turn solid white

Your eero Signal should reappear in the app within a few minutes.

If your eero Signal still doesn't appear:

Contact eero support.