Why does my eero app say "Cannot connect to the internet"?

This message appears when your eero can't get an internet connection from your modem. This usually means your modem isn't passing internet to your eero, either because the modem is offline, there's an ISP outage, or your ISP requires specific login credentials.

Note: If your ISP gave you a username and password or other special connection settings, tap Internet settings in the app to enter them before trying the steps below.

What do I do if my eero app say "Cannot connect to the internet"?

• Unplug all Ethernet cables connected to your modem — remove every cable from every port so you're starting fresh.

• Take the Ethernet cable that came with your eero and plug one end into the port labeled WAN or Internet on your modem. Plug the other end into your eero. Push both ends in until you hear or feel a click.

• Unplug your modem from power, wait 30 seconds, then plug it back in. Wait until the modem's lights stop blinking and stay solid (this may take 3–5 minutes). Then return to the eero app and try connecting again.

  • If you have already restarted your modem, try leaving it unplugged for 2–3 minutes before plugging it back in.

• If you're still unable to connect, contact eero Support.