Take payment from the customer, verify services are restored once payment has been accepted, thank the caller for their business, and end the call.

Explain to the customer that we will not be able to offer them any support for their equipment. Instruct the customer to unplug their equipment and wait 10 seconds and plug it back in. If that does not resolve the issue, please inform the customer we can send a technician to their residence, but if the trouble is found to be in the customer's equipment or WI-Fi network, charges will apply. Document XXX

If it does resolve their issue, then the customer for their business and end the call.

Connect a personal device to the eero network:

1. Have the customer open the Wi-Fi settings on their device (phone, laptop, tablet, etc.).

2. Ask them to look for the Wi-Fi network name (SSID) of their eero network.

3. Select their Wi-Fi network name from the list.

4. Instruct them to enter the Wi-Fi password for their eero network. This is the password that was likely created during the setup process.

   Should they require a password reset, customers must verify their account PIN or answer the security questions before resetting their password. This step must be taken to ensure the security of their account.

5. Once they enter the password, their device should connect to the eero network.

6. If the network name and password were already saved in their network list, and they are still unable to connect, ask the customer to:

•    Click on the network name in the Wi-Fi network list

•    Select "Forget this Network"

•    Wait for the network name to reappear in their list of available  networks

•    Go back to step 3 above

If their device does not immediately connect to the network after following the steps above:

• Instruct the customer to restart their personal device by turning off the power, waiting 30 seconds, and then turning the power back on to their device
• Once their personal device has powered back on, have them double-check that the device is joining the eero network and that they are entering the correct Wi-Fi password.
• Make sure your device is within range of the eero unit.
• You can restart your eero device by unplugging it for a few seconds and then plugging it back in.

If a customer is still experiencing difficulty connecting their device to the eero network, kindly advise them to contact the device's manufacturer for further assistance. If they insist on a technician being dispatched, please inform the customer that we will schedule a dispatch, however, if the issue is not related to our equipment, there will be dispatch charges applied.

Make sure the customer can open and browse on two different websites. Thank the customer for their business and end the call.

Dispatch technician.

Please ask the customer to reach out to an electrician to inspect their power outlet. Meanwhile, they can temporarily connect an extension cord to another outlet to power the POE device.

Drop-ship a new POE to the customer. See Document XXX for instructions.

Make sure the customer can open and browse on two different websites. Thank the customer for their business and end the call.

Possible Causes:

• The eero 6 isn't receiving power.

Guiding the Customer:

1. Power Cycle:

   • Instruct the customer to unplug the power cable from the back of the eero 6.
   • Advise them to wait for 30 seconds.
   • Ask them to reconnect the power cable and wait for a minute.

2. Isolate the Issue:
   Suggest trying a different power outlet or plugging another device (lamp or other appliance) to be sure the outlet is functioning.

   • This helps determine if the power source is faulty.
   • If the outlet is faulty, advise the customer to plug the eero into another power outlet and contact an electrician.
   • If the power outlet is in good working order, proceed to the next step.

3. Reset eero (if necessary):

   • Factory Reset: If the problem persists, a factory reset might be necessary.  Instruct the customer to reset the device by holding the reset button on the underside of the router until the status light flashes red. Be aware that a reset will erase all network settings, so the customer will need to set up the eero network again.
   • If the no light persists, schedule a dispatch for the customer.

A solid white light on the eero 6 is a good sign! It means the device is powered on and functioning normally. However, if the customer is experiencing internet connectivity issues despite the white light, follow these steps to troubleshoot:

1. Check the eero Insights tool and have the customer check their app:

• Instruct the customer to open the eero app on their smartphone or tablet.
• Verify if the eero icons within the eero Insights tool are green.
  • Green icons indicate a healthy connection.
  • If the app shows a different color, proceed to the next step.

2. Restart the eero:

• A simple restart can often resolve minor glitches.
• Have the customer unplug the power cable from their eero device.
• Wait for 30 seconds.
• Plug the power cable back in.
• The LED will turn solid white again after a minute or so, indicating a normal boot-up.

3. Verify Internet Connection:

• After restarting the eero, have the customer try connecting a device to their wifi network.
• If they still cannot connect to the internet, dispatch a technician

A solid blue light on your eero 6 means the eero app is currently connected to the device and is likely in the process of setting up your network. This is a good sign if you're just starting the configuration process.

Here's what to do next:

1. Follow the eero App Instructions:  Keep your eero 6 plugged in and open the eero app on your smartphone or tablet. The app should guide you through the remaining setup steps, which might involve connecting to the internet and configuring your Wi-Fi network name and password.

2. Be Patient:  Setting up a new network can take a few minutes.  Follow the on-screen instructions carefully and wait for the app to complete the process.

3. Solid White Light Confirmation: Once the setup is complete, the LED light on your eero 6 should turn solid white. This indicates a successful connection and your network is ready to use.

If after following the steps above the solid blue light persists, schedule a dispatch for the customer.

A blinking blue light on your eero 6 means it's ready to be set up or reconnected to your network. Here's how to get it working again:

1. Check Existing Connection:

   • See if your eero 6 is already listed in the eero app.
     • If it is, try deleting it from the app.

2. Reset and Re-add:

   • Locate the reset button on the bottom of your eero 6.
   • Hold the reset button until the LED light turns red (usually around 10 seconds). This performs a hard reset on your eero 6.

3. Launch the eero App:

   • Open the eero app on your smartphone or tablet.
   • Follow the on-screen instructions to "Add an eero" device.

4. Connect and Configure:

   • The app will guide you through connecting your eero 6 to your internet modem and completing the setup process. This might involve entering your Wi-Fi network credentials.

By following these steps, your blinking blue eero 6 should be reset and ready to be configured as part of your home Wi-Fi network again.

If the blinking blue light persists, schedule a dispatch for the customer.

The blinking green light on your eero 6 router indicates it detected other eero devices nearby. This can confuse the eero app during setup. Here's how to fix it:

1. Power Down and Unlink: Completely turn off all your eero routers by unplugging their power cords.
2. Remove all devices from the app (if needed): If you're using the eero app, open it and remove any eero devices currently listed.
3. Main Router Setup:  Plug in only your main eero router and connect it to the Internet following the instructions in the eero app. Configure it completely within the app.
4. Repeat for Additional Routers: Once the main router is set up, power on one additional eero router at a time and repeat step 3 (device configuration) for each router.

By setting up each eero router individually, the app can properly assign them their roles in your Wi-Fi network. If the blinking green light persists after trying these steps, dispatch a technician.

A blinking yellow light on the eero 6 means two things could be happening:

1. Soft Reset: You might have recently performed a soft reset on your eero. If this is the case, the blinking yellow light usually indicates the device is restarting and should turn white soon. Be patient and wait for a few minutes.

2. Unapproved Power Source: The other possibility is that you're using a power adapter other than the one that came with your eero 6. To fix this:

   • Check Power Adapter:  Make sure you're using the original eero 6 power adapter that came in the box.
   • Verify Power Outlet: Ensure the power outlet is functioning properly. Try plugging another device into the same outlet to confirm.

If the blinking yellow light persists after trying these steps, dispatch a technician.

A red light on your eero 6 indicates it's not connected to the internet.

1. Check Connections:

POE:

• Verify the POE has a lit power light
  • If no light on the POE, have the customer check the power plug in the power outlet as well as the power cord going into the POE
• Unplug and reconnect both Ethernet cables in to the POE
• Unplug power to the POE for 30 seconds and then reconnect

Router:

• Verify the ethernet cable (usually yellow) connecting your eero 6 router to the Ethernet port on your main eero 6 is secure at both ends (plugging in to the router and the wall if you have a jack).
• Power: ensure the eero 6 is plugged into the electrical outlet and receiving power. Check for loose connections or try different outlets.

2. Restart Devices:

• Power cycle: Instruct the customer to turn off the eero 6 by unplugging it for 30 seconds. Then, reconnect the eero 6 and wait for its status light.

2. Check eero App:

• App status: See if you are able to locate the customer's network in the eero Insight tool. If you are unable, advise the customer to open the eero app and check for any error messages. The app might provide more specific information about the issue.

4. Placement Issues (if there are multiple eeros in their home and only one eero is red):

• If one extender eero has a red light:  This could indicate a placement issue affecting the mesh network. See if you are able to locate the customer's network in the eero Insight tool. If you are unable, advise the customer to refer to eero's resources on optimal extender placement for better signal coverage.

5. Reset eero (if necessary):

• Factory Reset: If the problem persists, a factory reset might be necessary.  Instruct the customer to reset the device by holding the reset button on the underside of the router until the status light flashes red. Be aware that a reset will erase all network settings, so the customer will need to set up the eero network again.

If the solid red light persists, schedule a dispatch for the customer.

Please ask the customer to reach out to an electrician to inspect their power outlet. Meanwhile, they can relocate the router to a working outlet.

Drop-ship a new router to the customer. See Document XXX for instructions.

Walk the customer through connecting their device to the correct eero network. Once they are connected, have them try to browse on the Internet. If they are now happy with their speed, thank the customer for their business and end the call.

If they are still having slow speeds, back up to the question, " is the customer's device connected to the correct wireless network (customer's eero network).

Explain the following to your customer:

Using a VPN encrypts your Internet traffic, which adds an extra step for your data to travel. This can cause a slight slowdown in your Internet speed.  Think of it like adding an extra security layer that takes a moment to process.

1. Have the customer temporarily disconnect from their VPN and try browsing again. If the Internet is faster without the VPN, that is likely the culprit!

2. If they are now happy with their speed, thank the customer for their business and end the call.

(If the speed remains slow)

If things are still slow, let's keep the VPN off for now and back up and answer NO to the question of whether or not the customer is logged in to a VPN.

Thank the customer for their business and end the call.

Upsell Opportunity:

Explain we identified that the signal might be weak in some areas due to the home's size or construction materials. To cover these areas, we offer additional Wi-Fi routers for just $7.99/month each.

If they want additional Wi-Fi routers, drop-ship them to the customer (Document XXX). Otherwise, explain our service is working as expected, but the home's layout or materials might be causing slowness in certain spots. Unfortunately, without additional Wi-Fi routers, we cannot improve coverage further.

Thank the customer for their business and end the call.

Explain to the customer the issue specific to this device, as other devices on your network seem to be working fine. Unfortunately, we do not offer support for customer-owned devices. However, the manufacturer of their device should be able to help. Recommend contacting the device manufacturer's support team for troubleshooting steps.

Thank the customer for their business and end the call.

Explain to the customer:

Our internet plans deliver speeds UP TO the advertised amount. While we guarantee at least 80% of that speed reaches your main modem/router, the number of devices connected to your Wi-Fi can also impact individual device speeds. To maximize performance, try disconnecting devices you are not using to free up bandwidth for the ones in use.

If the customer demands a dispatch, please inform the customer we can send a technician to their residence, but if the trouble is found to be in the customer's equipment or WI-Fi network, charges will apply. Document XXX

Thank the customer for their business and end the call.

Thank the customer for their business and end the call.

Dispatch a technician.

Thank the customer for their business and end the call.

Click Here

Click here for a how-to document on connecting your i-Phone to Wi-Fi

Click here for a how-to document on connecting your Mac to Wi-Fi

Click here for a how-to document on connecting your Windows PC to Wi-Fi.