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Mediacom
Granite Installation Guide
Training guide provided by Granite
Field Library
Training & Tech Tips
Guides, downloads, standards, and operational notes for field technicians.
28
Resources
5
Categories
23
C Spire
⚡ Quick Access
Most-used resources — always available
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General
7
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Fiber Installation
3
📶
eero — WiFi System
12
🔧
eero — Troubleshooting
2
📱
App Downloads
4
📚 Training
CSpire
eero — Troubleshooting Quick Reference (Job Aid)
STEP 1 — IDENTIFY THE ISSUE TYPE:
• Account setup issue? → Check: app installed? mobile data available? verification code received?
• eero device setup issue? → Check: Bluetooth on? modem connected? cables good? proper placement?
• Personal device issue? → Check: network online? device paused or blocked? talking to admin?
STEP 2 — UNIVERSAL CHECKS:
1. Confirm customer identity (don't share PII)
2. Does internet reach the modem/ONT? If not → NOT an eero issue
3. Check Insight: green = online, red/yellow = problem with eero
4. Verify device has correct password and is powered
5. Isolate: one eero or entire network?
6. Check for error messages in the app — they tell you exactly what's wrong
7. Start small — don't rip the whole network apart first
STEP 3 — RESETS (in order of severity):
• Power cycle — unplug/replug power
• Soft reset — hold reset button 7 seconds → LED flashes yellow (keeps network config)
• Hard reset — hold reset button 20 seconds → LED blinks red (WIPES device)
⚠️ NEVER hard reset the gateway unless absolutely last resort — it DELETES the entire network
FIELD TECH REMINDER:
Before leaving any job — confirm the network has been linked/transferred to the customer.
MoreShow Less
STEP 1 — IDENTIFY THE ISSUE TYPE:
• Account setup issue? → Check: app installed? mobile data available? verification code received?
• eero device setup issue? → Check: Bluetooth on? modem connected? cables good? proper placement?
• Personal device issue? → Check: network online? device paused or blocked? talking to admin?
STEP 2 — UNIVERSAL CHECKS:
1. Confirm customer identity (don't share PII)
2. Does internet reach the modem/ONT? If not → NOT an eero issue
3. Check Insight: green = online, red/yellow = problem with eero
4. Verify device has correct password and is powered
5. Isolate: one eero or entire network?
6. Check for error messages in the app — they tell you exactly what's wrong
7. Start small — don't rip the whole network apart first
STEP 3 — RESETS (in order of severity):
• Power cycle — unplug/replug power
• Soft reset — hold reset button 7 seconds → LED flashes yellow (keeps network config)
• Hard reset — hold reset button 20 seconds → LED blinks red (WIPES device)
⚠️ NEVER hard reset the gateway unless absolutely last resort — it DELETES the entire network
FIELD TECH REMINDER:
Before leaving any job — confirm the network has been linked/transferred to the customer.
• Account setup issue? → Check: app installed? mobile data available? verification code received?
• eero device setup issue? → Check: Bluetooth on? modem connected? cables good? proper placement?
• Personal device issue? → Check: network online? device paused or blocked? talking to admin?
STEP 2 — UNIVERSAL CHECKS:
1. Confirm customer identity (don't share PII)
2. Does internet reach the modem/ONT? If not → NOT an eero issue
3. Check Insight: green = online, red/yellow = problem with eero
4. Verify device has correct password and is powered
5. Isolate: one eero or entire network?
6. Check for error messages in the app — they tell you exactly what's wrong
7. Start small — don't rip the whole network apart first
STEP 3 — RESETS (in order of severity):
• Power cycle — unplug/replug power
• Soft reset — hold reset button 7 seconds → LED flashes yellow (keeps network config)
• Hard reset — hold reset button 20 seconds → LED blinks red (WIPES device)
⚠️ NEVER hard reset the gateway unless absolutely last resort — it DELETES the entire network
FIELD TECH REMINDER:
Before leaving any job — confirm the network has been linked/transferred to the customer.
🌐 Link
Mediacom
Mediacom Maestro
Modem provisioning for Mediacom
🌐 Link
CSpire
CSpire SNOW
Service calls ticketing system
🌐 Link
CSpire
CSpire Credentials Password Reset
Reset or unlock your CSpire credentials
🌐 Link
CSpire
CSpire Jira
CSpire Fiber Jira Ticketing System
🌐 Link
CSpire
CSpire Truck Stock
CSpire Inventory System
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📚 Training
CSpire
CSpire FSM Training Guide
Visit this link to learn how to use FSM.
📚 Training
Mediacom
( Multilink Fiber Connector ) Surelight® & OptiDrop Field Installable - SC/APC | SC/UPC, Singlemode/Multimode - Installation Video
00:00 Intro
00:07 Product Overview
00:17 Tools Required
00:21 Scissors
00:27 Visual Fault
00:33 Fiber Stripper
00:41 Teflon Cleaner
00:48 Cleaver
00:55 Lint Free Alcohol Wipe
01:01 Pen/Marker
01:06 Step 1 – Slide the Boot
01:17 Step 2 – Mark the Fiber
01:27 Step 3 – Strip Fiber to Buffer
01:36 Step 4 – Strip the Buffer to Glass Fiber
01:48 Step 5 – Clean the Glass Fiber
01:56 Step 6 – Align the Cleaver
02:04 Step 7 – Cleave
02:11 Step 8 – Attach the Visual Fault Light
02:20 Step 9 – Remove the Retainer Clip
02:27 Step 10 – Insert Fiber + Verify Light
02:41 Step 11 – Lock the Connector
02:48 Step 12 – Slide the Boot
02:53 Step 13 – Remove Fault Light
03:03 Step 14 – Clean Connector and Replace Dust Cap
03:18 Outro
This video demonstrates the installation process for Multilink’s Surelight® & OptiDrop™ Field Installable Connectors.
MoreShow Less
00:00 Intro
00:07 Product Overview
00:17 Tools Required
00:21 Scissors
00:27 Visual Fault
00:33 Fiber Stripper
00:41 Teflon Cleaner
00:48 Cleaver
00:55 Lint Free Alcohol Wipe
01:01 Pen/Marker
01:06 Step 1 – Slide the Boot
01:17 Step 2 – Mark the Fiber
01:27 Step 3 – Strip Fiber to Buffer
01:36 Step 4 – Strip the Buffer to Glass Fiber
01:48 Step 5 – Clean the Glass Fiber
01:56 Step 6 – Align the Cleaver
02:04 Step 7 – Cleave
02:11 Step 8 – Attach the Visual Fault Light
02:20 Step 9 – Remove the Retainer Clip
02:27 Step 10 – Insert Fiber + Verify Light
02:41 Step 11 – Lock the Connector
02:48 Step 12 – Slide the Boot
02:53 Step 13 – Remove Fault Light
03:03 Step 14 – Clean Connector and Replace Dust Cap
03:18 Outro
This video demonstrates the installation process for Multilink’s Surelight® & OptiDrop™ Field Installable Connectors.
00:07 Product Overview
00:17 Tools Required
00:21 Scissors
00:27 Visual Fault
00:33 Fiber Stripper
00:41 Teflon Cleaner
00:48 Cleaver
00:55 Lint Free Alcohol Wipe
01:01 Pen/Marker
01:06 Step 1 – Slide the Boot
01:17 Step 2 – Mark the Fiber
01:27 Step 3 – Strip Fiber to Buffer
01:36 Step 4 – Strip the Buffer to Glass Fiber
01:48 Step 5 – Clean the Glass Fiber
01:56 Step 6 – Align the Cleaver
02:04 Step 7 – Cleave
02:11 Step 8 – Attach the Visual Fault Light
02:20 Step 9 – Remove the Retainer Clip
02:27 Step 10 – Insert Fiber + Verify Light
02:41 Step 11 – Lock the Connector
02:48 Step 12 – Slide the Boot
02:53 Step 13 – Remove Fault Light
03:03 Step 14 – Clean Connector and Replace Dust Cap
03:18 Outro
This video demonstrates the installation process for Multilink’s Surelight® & OptiDrop™ Field Installable Connectors.
📚 Training
Termination Instructions for FASTConnect® SC Connector on 900um
Step by step termination instruction for the AFL FASTConnect SC connector (GREEN) on 900um fiber optic cable.
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📚 Training
CSpire
eero — Network Linking (Customer Transfer) Process
Network linking is REQUIRED by eero policy and your Deployment Agreement. Never leave a job without initiating it.
WHY IT MATTERS:
Linking gives the customer access to their network via the eero app and activates eero Secure/Plus. Without it, the customer has no access to their own network settings.
TWO OPTIONS AT END OF INSTALL:
1. ENTER CUSTOMER INFO — input name/email/phone → sends invite email → customer creates eero account with same info → network becomes 'Verified'
2. 'I DON'T HAVE CUSTOMER INFO' — use ONLY for MDUs or when customer is unknown at time of install. Flags network for Admin follow-up. Do NOT use as a shortcut.
THREE OWNERSHIP STATUSES IN INSIGHT:
• No Owner — customer info not yet provided
• Unverified Owner — invite sent, customer hasn't completed setup yet
• Verified Owner — customer created account and accepted link ✅
IMPORTANT RULES:
• Customer MUST use the same email/phone you entered during install
• Default stacking limit = 5 networks per account (Super Admin can adjust)
• Always log in with your TECHNICIAN role — prevents stacked network errors
• Networks cannot be left permanently unlinked
ADMIN TOOLS (Insight):
Network List, Stacked Networks view, Ownership Status dashboard, Resend Invite, Change Owner, Link to Owner
MoreShow Less
Network linking is REQUIRED by eero policy and your Deployment Agreement. Never leave a job without initiating it.
WHY IT MATTERS:
Linking gives the customer access to their network via the eero app and activates eero Secure/Plus. Without it, the customer has no access to their own network settings.
TWO OPTIONS AT END OF INSTALL:
1. ENTER CUSTOMER INFO — input name/email/phone → sends invite email → customer creates eero account with same info → network becomes 'Verified'
2. 'I DON'T HAVE CUSTOMER INFO' — use ONLY for MDUs or when customer is unknown at time of install. Flags network for Admin follow-up. Do NOT use as a shortcut.
THREE OWNERSHIP STATUSES IN INSIGHT:
• No Owner — customer info not yet provided
• Unverified Owner — invite sent, customer hasn't completed setup yet
• Verified Owner — customer created account and accepted link ✅
IMPORTANT RULES:
• Customer MUST use the same email/phone you entered during install
• Default stacking limit = 5 networks per account (Super Admin can adjust)
• Always log in with your TECHNICIAN role — prevents stacked network errors
• Networks cannot be left permanently unlinked
ADMIN TOOLS (Insight):
Network List, Stacked Networks view, Ownership Status dashboard, Resend Invite, Change Owner, Link to Owner
WHY IT MATTERS:
Linking gives the customer access to their network via the eero app and activates eero Secure/Plus. Without it, the customer has no access to their own network settings.
TWO OPTIONS AT END OF INSTALL:
1. ENTER CUSTOMER INFO — input name/email/phone → sends invite email → customer creates eero account with same info → network becomes 'Verified'
2. 'I DON'T HAVE CUSTOMER INFO' — use ONLY for MDUs or when customer is unknown at time of install. Flags network for Admin follow-up. Do NOT use as a shortcut.
THREE OWNERSHIP STATUSES IN INSIGHT:
• No Owner — customer info not yet provided
• Unverified Owner — invite sent, customer hasn't completed setup yet
• Verified Owner — customer created account and accepted link ✅
IMPORTANT RULES:
• Customer MUST use the same email/phone you entered during install
• Default stacking limit = 5 networks per account (Super Admin can adjust)
• Always log in with your TECHNICIAN role — prevents stacked network errors
• Networks cannot be left permanently unlinked
ADMIN TOOLS (Insight):
Network List, Stacked Networks view, Ownership Status dashboard, Resend Invite, Change Owner, Link to Owner
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CSpire
eero — Field Installation Best Practices
Follow this setup flow on every eero install:
PRE-INSTALL CHECKLIST:
• Confirm active internet at the ONT/modem before touching eero hardware
• Only connect ONE ethernet cable from modem to gateway eero
• Power off modem before connecting eero
SETUP FLOW:
1. Connect modem to any ethernet port on gateway eero
2. Power on modem first — wait until it's fully online
3. Power on gateway eero — wait for LED to flash blue
4. Log into eero app with technician account
5. Follow in-app setup: name network, set password
6. Add leaf nodes: plug in, app tests placement, assign location
7. Complete network linking — enter customer info to send invite
8. NEVER leave without completing the network link/transfer
WIRED TOPOLOGY (preferred):
• Ethernet between nodes = faster, more stable backhaul
• CAT5e minimum for Gigabit; CAT6a recommended for Multi-Gig
• eero Simple Setup can auto-add hardwired nodes if enabled
SERIAL NUMBER:
• Located on bottom label of each unit
• 16-character string required for manual RNM/Insight entry
MoreShow Less
Follow this setup flow on every eero install:
PRE-INSTALL CHECKLIST:
• Confirm active internet at the ONT/modem before touching eero hardware
• Only connect ONE ethernet cable from modem to gateway eero
• Power off modem before connecting eero
SETUP FLOW:
1. Connect modem to any ethernet port on gateway eero
2. Power on modem first — wait until it's fully online
3. Power on gateway eero — wait for LED to flash blue
4. Log into eero app with technician account
5. Follow in-app setup: name network, set password
6. Add leaf nodes: plug in, app tests placement, assign location
7. Complete network linking — enter customer info to send invite
8. NEVER leave without completing the network link/transfer
WIRED TOPOLOGY (preferred):
• Ethernet between nodes = faster, more stable backhaul
• CAT5e minimum for Gigabit; CAT6a recommended for Multi-Gig
• eero Simple Setup can auto-add hardwired nodes if enabled
SERIAL NUMBER:
• Located on bottom label of each unit
• 16-character string required for manual RNM/Insight entry
PRE-INSTALL CHECKLIST:
• Confirm active internet at the ONT/modem before touching eero hardware
• Only connect ONE ethernet cable from modem to gateway eero
• Power off modem before connecting eero
SETUP FLOW:
1. Connect modem to any ethernet port on gateway eero
2. Power on modem first — wait until it's fully online
3. Power on gateway eero — wait for LED to flash blue
4. Log into eero app with technician account
5. Follow in-app setup: name network, set password
6. Add leaf nodes: plug in, app tests placement, assign location
7. Complete network linking — enter customer info to send invite
8. NEVER leave without completing the network link/transfer
WIRED TOPOLOGY (preferred):
• Ethernet between nodes = faster, more stable backhaul
• CAT5e minimum for Gigabit; CAT6a recommended for Multi-Gig
• eero Simple Setup can auto-add hardwired nodes if enabled
SERIAL NUMBER:
• Located on bottom label of each unit
• 16-character string required for manual RNM/Insight entry
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📚 Training
CSpire
eero 7 & Pro 7 — Coverage & Placement Guide
Each eero 7 or Pro 7 covers up to 2,000 sq. ft. Use this guide to determine how many units to deploy.
UNIT COUNT BY HOME SIZE:
• Up to 1,500 sq. ft. → 1 eero (gateway only)
• 1,500–3,000 sq. ft. → 2 eeros
• 3,000–5,000 sq. ft. → 3 eeros
• 5,000+ sq. ft. → 4+ eeros
PLACEMENT TIPS:
• Place gateway eero directly connected to the ONT/modem via ethernet
• Position additional nodes centrally between areas needing coverage
• Keep nodes in open areas — avoid closets, behind TVs, or inside cabinets
• Max recommended wireless hop distance: 40–45 ft (12–13 meters)
• Wired backhaul (ethernet between nodes) always preferred for best performance
• Avoid placing near microwaves, cordless phones, or other 2.4 GHz devices
QUICK FACTS:
• eero Outdoor 7 can only be added to an existing network — cannot be a gateway
• eero Beacon and eero 6 Extender are also extender-only devices
• All eero generations are fully compatible with each other
MoreShow Less
Each eero 7 or Pro 7 covers up to 2,000 sq. ft. Use this guide to determine how many units to deploy.
UNIT COUNT BY HOME SIZE:
• Up to 1,500 sq. ft. → 1 eero (gateway only)
• 1,500–3,000 sq. ft. → 2 eeros
• 3,000–5,000 sq. ft. → 3 eeros
• 5,000+ sq. ft. → 4+ eeros
PLACEMENT TIPS:
• Place gateway eero directly connected to the ONT/modem via ethernet
• Position additional nodes centrally between areas needing coverage
• Keep nodes in open areas — avoid closets, behind TVs, or inside cabinets
• Max recommended wireless hop distance: 40–45 ft (12–13 meters)
• Wired backhaul (ethernet between nodes) always preferred for best performance
• Avoid placing near microwaves, cordless phones, or other 2.4 GHz devices
QUICK FACTS:
• eero Outdoor 7 can only be added to an existing network — cannot be a gateway
• eero Beacon and eero 6 Extender are also extender-only devices
• All eero generations are fully compatible with each other
UNIT COUNT BY HOME SIZE:
• Up to 1,500 sq. ft. → 1 eero (gateway only)
• 1,500–3,000 sq. ft. → 2 eeros
• 3,000–5,000 sq. ft. → 3 eeros
• 5,000+ sq. ft. → 4+ eeros
PLACEMENT TIPS:
• Place gateway eero directly connected to the ONT/modem via ethernet
• Position additional nodes centrally between areas needing coverage
• Keep nodes in open areas — avoid closets, behind TVs, or inside cabinets
• Max recommended wireless hop distance: 40–45 ft (12–13 meters)
• Wired backhaul (ethernet between nodes) always preferred for best performance
• Avoid placing near microwaves, cordless phones, or other 2.4 GHz devices
QUICK FACTS:
• eero Outdoor 7 can only be added to an existing network — cannot be a gateway
• eero Beacon and eero 6 Extender are also extender-only devices
• All eero generations are fully compatible with each other
🎥 Video
CSpire
eero Overview — Video Resource
eero overview video provided by C Spire / eero. Click to watch.
📚 Training
CSpire
eero — C Spire FAQs & Plume Transition Rules
GO-LIVE DATE: September 7, 2025
• Orders before 9/7/25 → Plume Mesh Wi-Fi
• Orders on or after 9/7/25 → eero Mesh Wi-Fi
EXISTING PLUME CUSTOMERS:
• Continue on Plume until a qualifying event
• Plume warranty replacements and +1 pods still supported while inventory lasts
• eero Plus CANNOT be added to Plume customers in Fiber CRM (will error)
UPGRADE SCENARIOS (Plume or eero customer → Multi-Gig plan):
• Truck roll required
• Field tech replaces hardware with eero Pro 7 from TruckStock
• Capture ALL serial numbers + customer/plan details
• Retrieve and log old hardware; remove from customer account
DOWNGRADE SCENARIOS (Multi-Gig → lower plan):
• No truck roll required (unless separate hardware issue)
• Customer KEEPS existing hardware
• $7/unit/month fee applied to account
HARDWARE BY PLAN SUMMARY:
• 1 Gbps or lower → eero 7
• Multi-Gig (above 1 Gbps) → eero Pro 7
• Downgrade from Multi-Gig → keep Pro 7, $7/unit/month
eero NETWORK SETUP eLEARNING:
Interactive training module: https://view.genially.com/6894ca22066da912eebc6bea
MoreShow Less
GO-LIVE DATE: September 7, 2025
• Orders before 9/7/25 → Plume Mesh Wi-Fi
• Orders on or after 9/7/25 → eero Mesh Wi-Fi
EXISTING PLUME CUSTOMERS:
• Continue on Plume until a qualifying event
• Plume warranty replacements and +1 pods still supported while inventory lasts
• eero Plus CANNOT be added to Plume customers in Fiber CRM (will error)
UPGRADE SCENARIOS (Plume or eero customer → Multi-Gig plan):
• Truck roll required
• Field tech replaces hardware with eero Pro 7 from TruckStock
• Capture ALL serial numbers + customer/plan details
• Retrieve and log old hardware; remove from customer account
DOWNGRADE SCENARIOS (Multi-Gig → lower plan):
• No truck roll required (unless separate hardware issue)
• Customer KEEPS existing hardware
• $7/unit/month fee applied to account
HARDWARE BY PLAN SUMMARY:
• 1 Gbps or lower → eero 7
• Multi-Gig (above 1 Gbps) → eero Pro 7
• Downgrade from Multi-Gig → keep Pro 7, $7/unit/month
eero NETWORK SETUP eLEARNING:
Interactive training module: https://view.genially.com/6894ca22066da912eebc6bea
• Orders before 9/7/25 → Plume Mesh Wi-Fi
• Orders on or after 9/7/25 → eero Mesh Wi-Fi
EXISTING PLUME CUSTOMERS:
• Continue on Plume until a qualifying event
• Plume warranty replacements and +1 pods still supported while inventory lasts
• eero Plus CANNOT be added to Plume customers in Fiber CRM (will error)
UPGRADE SCENARIOS (Plume or eero customer → Multi-Gig plan):
• Truck roll required
• Field tech replaces hardware with eero Pro 7 from TruckStock
• Capture ALL serial numbers + customer/plan details
• Retrieve and log old hardware; remove from customer account
DOWNGRADE SCENARIOS (Multi-Gig → lower plan):
• No truck roll required (unless separate hardware issue)
• Customer KEEPS existing hardware
• $7/unit/month fee applied to account
HARDWARE BY PLAN SUMMARY:
• 1 Gbps or lower → eero 7
• Multi-Gig (above 1 Gbps) → eero Pro 7
• Downgrade from Multi-Gig → keep Pro 7, $7/unit/month
eero NETWORK SETUP eLEARNING:
Interactive training module: https://view.genially.com/6894ca22066da912eebc6bea
📚 Training
CSpire
eero Insight — Partner Dashboard Overview
eero Insight is the ISP partner portal for managing customer networks remotely.
ACCESS:
Register at eero Partner Center to access Insight and Insight Webinars.
KEY FEATURES:
• Fleet View — see all customer networks and their online/offline status at a glance (green = online, red/yellow = issue)
• Network Details — view individual network topology, device list, signal strengths
• Topology Map — visual connection map showing signal quality between eeros and connected devices
• Speed Test — run and view historical speed tests remotely
• Events Dashboard — log of network events (device added, eero offline, etc.)
• Audit Logs — date/time, action taker, role, event, source (app or Insight)
• Network Linking Tools — Link to Owner, Resend Invite, Change Owner
• Ownership Status — track which technicians are completing transfers correctly
• eero Simple Setup — enable/disable per network
• eero Secure+ — activate/manage security features for customers
• Create Network — full network creation flow including customer linking
ROLES IN INSIGHT:
• Technician — installs networks, initiates customer linking
• Support Agent — can manage networks, resend invites, change owners
• Admin — full access including fleet tools, ownership status, org settings
• Super Admin — can adjust stacking limits, resend frequency, account overrides
MoreShow Less
eero Insight is the ISP partner portal for managing customer networks remotely.
ACCESS:
Register at eero Partner Center to access Insight and Insight Webinars.
KEY FEATURES:
• Fleet View — see all customer networks and their online/offline status at a glance (green = online, red/yellow = issue)
• Network Details — view individual network topology, device list, signal strengths
• Topology Map — visual connection map showing signal quality between eeros and connected devices
• Speed Test — run and view historical speed tests remotely
• Events Dashboard — log of network events (device added, eero offline, etc.)
• Audit Logs — date/time, action taker, role, event, source (app or Insight)
• Network Linking Tools — Link to Owner, Resend Invite, Change Owner
• Ownership Status — track which technicians are completing transfers correctly
• eero Simple Setup — enable/disable per network
• eero Secure+ — activate/manage security features for customers
• Create Network — full network creation flow including customer linking
ROLES IN INSIGHT:
• Technician — installs networks, initiates customer linking
• Support Agent — can manage networks, resend invites, change owners
• Admin — full access including fleet tools, ownership status, org settings
• Super Admin — can adjust stacking limits, resend frequency, account overrides
ACCESS:
Register at eero Partner Center to access Insight and Insight Webinars.
KEY FEATURES:
• Fleet View — see all customer networks and their online/offline status at a glance (green = online, red/yellow = issue)
• Network Details — view individual network topology, device list, signal strengths
• Topology Map — visual connection map showing signal quality between eeros and connected devices
• Speed Test — run and view historical speed tests remotely
• Events Dashboard — log of network events (device added, eero offline, etc.)
• Audit Logs — date/time, action taker, role, event, source (app or Insight)
• Network Linking Tools — Link to Owner, Resend Invite, Change Owner
• Ownership Status — track which technicians are completing transfers correctly
• eero Simple Setup — enable/disable per network
• eero Secure+ — activate/manage security features for customers
• Create Network — full network creation flow including customer linking
ROLES IN INSIGHT:
• Technician — installs networks, initiates customer linking
• Support Agent — can manage networks, resend invites, change owners
• Admin — full access including fleet tools, ownership status, org settings
• Super Admin — can adjust stacking limits, resend frequency, account overrides
📚 Training
CSpire
eero Secure vs. eero Plus — Feature Comparison
eero SECURE (included free with all eero Mesh Wi-Fi):
• Internet Backup — failover to mobile hotspot during outage (up to 8 backup networks)
• Advanced Network Security — network-level protection against malware/phishing
• Ad Block (beta) — blocks ads in websites and apps
• SafeSearch — filters inappropriate results from Google, Bing, DuckDuckGo, Yandex
• Content Filtering — 10 categories per profile (Adult, Violence, Social Media, Games, etc.)
• Block & Allow Sites — custom per-network or per-profile site controls
• Block Apps — block popular apps per profile
• Network Insights — historical usage and performance data
• DDNS — static hostname for remote access to home network
• Wifi Radio Analytics
eero PLUS ($9.99/month — adds to everything in Secure):
• 1Password — password manager, up to 5 users
• VPN powered by Guardian — up to 5 devices, home and public wifi
• Malwarebytes — antivirus for Mac/Windows/Android, up to 3 devices
RULES:
• eero Plus CANNOT be ordered without eero Mesh Wi-Fi on the account
• eero Plus CANNOT be added to Plume customers in Fiber CRM (will error)
HOW TO ACTIVATE (Support Agents):
• Advanced Security / Ad Block / DDNS: Insight → eero Secure+ section → Edit
• Content Filtering: Insight → Profiles → Safe Filters
MoreShow Less
eero SECURE (included free with all eero Mesh Wi-Fi):
• Internet Backup — failover to mobile hotspot during outage (up to 8 backup networks)
• Advanced Network Security — network-level protection against malware/phishing
• Ad Block (beta) — blocks ads in websites and apps
• SafeSearch — filters inappropriate results from Google, Bing, DuckDuckGo, Yandex
• Content Filtering — 10 categories per profile (Adult, Violence, Social Media, Games, etc.)
• Block & Allow Sites — custom per-network or per-profile site controls
• Block Apps — block popular apps per profile
• Network Insights — historical usage and performance data
• DDNS — static hostname for remote access to home network
• Wifi Radio Analytics
eero PLUS ($9.99/month — adds to everything in Secure):
• 1Password — password manager, up to 5 users
• VPN powered by Guardian — up to 5 devices, home and public wifi
• Malwarebytes — antivirus for Mac/Windows/Android, up to 3 devices
RULES:
• eero Plus CANNOT be ordered without eero Mesh Wi-Fi on the account
• eero Plus CANNOT be added to Plume customers in Fiber CRM (will error)
HOW TO ACTIVATE (Support Agents):
• Advanced Security / Ad Block / DDNS: Insight → eero Secure+ section → Edit
• Content Filtering: Insight → Profiles → Safe Filters
• Internet Backup — failover to mobile hotspot during outage (up to 8 backup networks)
• Advanced Network Security — network-level protection against malware/phishing
• Ad Block (beta) — blocks ads in websites and apps
• SafeSearch — filters inappropriate results from Google, Bing, DuckDuckGo, Yandex
• Content Filtering — 10 categories per profile (Adult, Violence, Social Media, Games, etc.)
• Block & Allow Sites — custom per-network or per-profile site controls
• Block Apps — block popular apps per profile
• Network Insights — historical usage and performance data
• DDNS — static hostname for remote access to home network
• Wifi Radio Analytics
eero PLUS ($9.99/month — adds to everything in Secure):
• 1Password — password manager, up to 5 users
• VPN powered by Guardian — up to 5 devices, home and public wifi
• Malwarebytes — antivirus for Mac/Windows/Android, up to 3 devices
RULES:
• eero Plus CANNOT be ordered without eero Mesh Wi-Fi on the account
• eero Plus CANNOT be added to Plume customers in Fiber CRM (will error)
HOW TO ACTIVATE (Support Agents):
• Advanced Security / Ad Block / DDNS: Insight → eero Secure+ section → Edit
• Content Filtering: Insight → Profiles → Safe Filters
📚 Training
CSpire
eero Simple Setup — Hardwired Auto-Join Feature
eero Simple Setup allows hardwired eero devices to automatically join an existing network without manual pairing.
DEFAULT STATE: OFF — must be enabled manually.
HOW TO ENABLE:
• App: Settings → Network Settings → eero Simple Setup → toggle ON
• Insight: Network Settings → eero Simple Setup → toggle ON
BEST USE CASES:
• Customer self-installs with existing ethernet runs (ship a node, it auto-joins)
• Large residential or business installs with ethernet infrastructure
HOW IT WORKS:
• When enabled, any eero physically wired into the network auto-joins and receives the network config
• App/Insight will prompt to assign a location name to newly discovered devices
• Network owner receives email notification when changes are made via Insight
SECURITY WARNING:
Any eero plugged into the network will join automatically. Ensure physical access to ethernet runs is restricted to authorized personnel only.
AUDIT TRAIL:
All Simple Setup additions are logged in Events dashboard and Audit Logs (date, role, action, source).
MoreShow Less
eero Simple Setup allows hardwired eero devices to automatically join an existing network without manual pairing.
DEFAULT STATE: OFF — must be enabled manually.
HOW TO ENABLE:
• App: Settings → Network Settings → eero Simple Setup → toggle ON
• Insight: Network Settings → eero Simple Setup → toggle ON
BEST USE CASES:
• Customer self-installs with existing ethernet runs (ship a node, it auto-joins)
• Large residential or business installs with ethernet infrastructure
HOW IT WORKS:
• When enabled, any eero physically wired into the network auto-joins and receives the network config
• App/Insight will prompt to assign a location name to newly discovered devices
• Network owner receives email notification when changes are made via Insight
SECURITY WARNING:
Any eero plugged into the network will join automatically. Ensure physical access to ethernet runs is restricted to authorized personnel only.
AUDIT TRAIL:
All Simple Setup additions are logged in Events dashboard and Audit Logs (date, role, action, source).
DEFAULT STATE: OFF — must be enabled manually.
HOW TO ENABLE:
• App: Settings → Network Settings → eero Simple Setup → toggle ON
• Insight: Network Settings → eero Simple Setup → toggle ON
BEST USE CASES:
• Customer self-installs with existing ethernet runs (ship a node, it auto-joins)
• Large residential or business installs with ethernet infrastructure
HOW IT WORKS:
• When enabled, any eero physically wired into the network auto-joins and receives the network config
• App/Insight will prompt to assign a location name to newly discovered devices
• Network owner receives email notification when changes are made via Insight
SECURITY WARNING:
Any eero plugged into the network will join automatically. Ensure physical access to ethernet runs is restricted to authorized personnel only.
AUDIT TRAIL:
All Simple Setup additions are logged in Events dashboard and Audit Logs (date, role, action, source).
📚 Training
CSpire
eero Mobile App — How-To Guide
The eero mobile app is used by technicians and customers to set up and manage eero networks.
ACCOUNT CREATION REQUIREMENTS:
• At least one eero gateway device
• Mobile device with mobile data AND Bluetooth enabled
• Active internet service into the home
• eero app installed (iOS or Android)
• Cable or DSL modem
KEY APP FUNCTIONS:
• Network Setup — gateway setup flow (unplug modem → ethernet to eero → power up → app finds device → name/PW → finish)
• Add Indoor Extender — plug in, app tests placement, assign location name
• Add Outdoor Extender — PoE+ or wireless, test placement before mounting
• Remove Device — Home tab → tap device → settings icon → Remove → confirm
• Profiles — create per-person profiles, attach devices, set content schedules
• Guest Network — Settings → Guest network → toggle on, set SSID/password
• Pause WiFi — per profile or device, on-demand or scheduled
• Speed Test — Home → Internet → Run speed test
• Update Password — Settings → Wifi password → Edit
• Software Update — Settings → Software version → Install now
• eero Built-in — links compatible Echo devices for +1,000 sq ft coverage
TECHNICIAN NOTE: Always log in with your TECHNICIAN account, not a personal or customer account.
MoreShow Less
The eero mobile app is used by technicians and customers to set up and manage eero networks.
ACCOUNT CREATION REQUIREMENTS:
• At least one eero gateway device
• Mobile device with mobile data AND Bluetooth enabled
• Active internet service into the home
• eero app installed (iOS or Android)
• Cable or DSL modem
KEY APP FUNCTIONS:
• Network Setup — gateway setup flow (unplug modem → ethernet to eero → power up → app finds device → name/PW → finish)
• Add Indoor Extender — plug in, app tests placement, assign location name
• Add Outdoor Extender — PoE+ or wireless, test placement before mounting
• Remove Device — Home tab → tap device → settings icon → Remove → confirm
• Profiles — create per-person profiles, attach devices, set content schedules
• Guest Network — Settings → Guest network → toggle on, set SSID/password
• Pause WiFi — per profile or device, on-demand or scheduled
• Speed Test — Home → Internet → Run speed test
• Update Password — Settings → Wifi password → Edit
• Software Update — Settings → Software version → Install now
• eero Built-in — links compatible Echo devices for +1,000 sq ft coverage
TECHNICIAN NOTE: Always log in with your TECHNICIAN account, not a personal or customer account.
ACCOUNT CREATION REQUIREMENTS:
• At least one eero gateway device
• Mobile device with mobile data AND Bluetooth enabled
• Active internet service into the home
• eero app installed (iOS or Android)
• Cable or DSL modem
KEY APP FUNCTIONS:
• Network Setup — gateway setup flow (unplug modem → ethernet to eero → power up → app finds device → name/PW → finish)
• Add Indoor Extender — plug in, app tests placement, assign location name
• Add Outdoor Extender — PoE+ or wireless, test placement before mounting
• Remove Device — Home tab → tap device → settings icon → Remove → confirm
• Profiles — create per-person profiles, attach devices, set content schedules
• Guest Network — Settings → Guest network → toggle on, set SSID/password
• Pause WiFi — per profile or device, on-demand or scheduled
• Speed Test — Home → Internet → Run speed test
• Update Password — Settings → Wifi password → Edit
• Software Update — Settings → Software version → Install now
• eero Built-in — links compatible Echo devices for +1,000 sq ft coverage
TECHNICIAN NOTE: Always log in with your TECHNICIAN account, not a personal or customer account.
📚 Training
CSpire
eero Pro 7 — Tech Specs & Key Features
Used for: Multi-Gig plans (above 1 Gbps)
SPECS:
• Wi-Fi Standard: Wi-Fi 7 (802.11be), tri-band
• Bands: 2.4 GHz + 5 GHz + 6 GHz (BE10800)
• Ethernet: 2x auto-sensing 5 GbE ports
• Wired speeds: up to 4.7 Gbps
• Wireless speeds: up to 3.9 Gbps
• Coverage: 2,000 sq. ft. per unit
• Devices supported: 200+
• Size: 7.10 x 5.77 x 3.09 in.
• Weight: 1.7 lbs.
• Power: 27W USB-C adapter (100–240V)
• In the box: Router + 27W USB-C adapter + CAT6a cable
• Warranty: 3-year limited
KEY FEATURES:
• Tri-band with dedicated 6 GHz band for backhaul or high-speed clients
• Multi-Link Operation (MLO), TrueMesh, TrueRoam, TrueChannel
• WPA3/WPA2, IPv4/IPv6, UPnP, port forwarding, DHCP, PPPoE, VLAN
• Smart home hub: Thread, Zigbee, Matter (controller), BLE 5.0, Alexa
• Managed via iOS/Android app and eero Insight
MoreShow Less
Used for: Multi-Gig plans (above 1 Gbps)
SPECS:
• Wi-Fi Standard: Wi-Fi 7 (802.11be), tri-band
• Bands: 2.4 GHz + 5 GHz + 6 GHz (BE10800)
• Ethernet: 2x auto-sensing 5 GbE ports
• Wired speeds: up to 4.7 Gbps
• Wireless speeds: up to 3.9 Gbps
• Coverage: 2,000 sq. ft. per unit
• Devices supported: 200+
• Size: 7.10 x 5.77 x 3.09 in.
• Weight: 1.7 lbs.
• Power: 27W USB-C adapter (100–240V)
• In the box: Router + 27W USB-C adapter + CAT6a cable
• Warranty: 3-year limited
KEY FEATURES:
• Tri-band with dedicated 6 GHz band for backhaul or high-speed clients
• Multi-Link Operation (MLO), TrueMesh, TrueRoam, TrueChannel
• WPA3/WPA2, IPv4/IPv6, UPnP, port forwarding, DHCP, PPPoE, VLAN
• Smart home hub: Thread, Zigbee, Matter (controller), BLE 5.0, Alexa
• Managed via iOS/Android app and eero Insight
SPECS:
• Wi-Fi Standard: Wi-Fi 7 (802.11be), tri-band
• Bands: 2.4 GHz + 5 GHz + 6 GHz (BE10800)
• Ethernet: 2x auto-sensing 5 GbE ports
• Wired speeds: up to 4.7 Gbps
• Wireless speeds: up to 3.9 Gbps
• Coverage: 2,000 sq. ft. per unit
• Devices supported: 200+
• Size: 7.10 x 5.77 x 3.09 in.
• Weight: 1.7 lbs.
• Power: 27W USB-C adapter (100–240V)
• In the box: Router + 27W USB-C adapter + CAT6a cable
• Warranty: 3-year limited
KEY FEATURES:
• Tri-band with dedicated 6 GHz band for backhaul or high-speed clients
• Multi-Link Operation (MLO), TrueMesh, TrueRoam, TrueChannel
• WPA3/WPA2, IPv4/IPv6, UPnP, port forwarding, DHCP, PPPoE, VLAN
• Smart home hub: Thread, Zigbee, Matter (controller), BLE 5.0, Alexa
• Managed via iOS/Android app and eero Insight
📚 Training
CSpire
eero 7 — Tech Specs & Key Features
Used for: 1 Gbps plans and below
SPECS:
• Wi-Fi Standard: Wi-Fi 7 (802.11be), dual-band
• Bands: 2.4 GHz + 5 GHz (BE5000)
• Ethernet: 2x auto-sensing 2.5 GbE ports
• Wired speeds: up to 2.3 Gbps
• Wireless speeds: up to 1.8 Gbps
• Coverage: 2,000 sq. ft. per unit
• Devices supported: 120+
• Size: 5.12 x 5.12 x 2.52 in.
• Weight: 1.3 lbs.
• Power: 15W USB-C adapter (100–240V)
• In the box: Router + 15W USB-C adapter + CAT5e cable
• Warranty: 3-year limited
KEY FEATURES:
• Multi-Link Operation (MLO) for improved performance
• TrueMesh, TrueRoam, TrueChannel
• WPA3/WPA2 encryption, IPv4/IPv6, UPnP, port forwarding, DHCP, PPPoE, VLAN
• Smart home hub: Thread, Zigbee, Matter (controller), BLE 5.0, Alexa
• Managed via iOS/Android app and eero Insight
MoreShow Less
Used for: 1 Gbps plans and below
SPECS:
• Wi-Fi Standard: Wi-Fi 7 (802.11be), dual-band
• Bands: 2.4 GHz + 5 GHz (BE5000)
• Ethernet: 2x auto-sensing 2.5 GbE ports
• Wired speeds: up to 2.3 Gbps
• Wireless speeds: up to 1.8 Gbps
• Coverage: 2,000 sq. ft. per unit
• Devices supported: 120+
• Size: 5.12 x 5.12 x 2.52 in.
• Weight: 1.3 lbs.
• Power: 15W USB-C adapter (100–240V)
• In the box: Router + 15W USB-C adapter + CAT5e cable
• Warranty: 3-year limited
KEY FEATURES:
• Multi-Link Operation (MLO) for improved performance
• TrueMesh, TrueRoam, TrueChannel
• WPA3/WPA2 encryption, IPv4/IPv6, UPnP, port forwarding, DHCP, PPPoE, VLAN
• Smart home hub: Thread, Zigbee, Matter (controller), BLE 5.0, Alexa
• Managed via iOS/Android app and eero Insight
SPECS:
• Wi-Fi Standard: Wi-Fi 7 (802.11be), dual-band
• Bands: 2.4 GHz + 5 GHz (BE5000)
• Ethernet: 2x auto-sensing 2.5 GbE ports
• Wired speeds: up to 2.3 Gbps
• Wireless speeds: up to 1.8 Gbps
• Coverage: 2,000 sq. ft. per unit
• Devices supported: 120+
• Size: 5.12 x 5.12 x 2.52 in.
• Weight: 1.3 lbs.
• Power: 15W USB-C adapter (100–240V)
• In the box: Router + 15W USB-C adapter + CAT5e cable
• Warranty: 3-year limited
KEY FEATURES:
• Multi-Link Operation (MLO) for improved performance
• TrueMesh, TrueRoam, TrueChannel
• WPA3/WPA2 encryption, IPv4/IPv6, UPnP, port forwarding, DHCP, PPPoE, VLAN
• Smart home hub: Thread, Zigbee, Matter (controller), BLE 5.0, Alexa
• Managed via iOS/Android app and eero Insight
📚 Training
CSpire
What is eero? — Overview & TrueMesh Explained
eero is a mesh Wi-Fi system that uses multiple devices working together to provide strong, reliable internet throughout the home — including hard-to-reach areas.
C Spire replaced Plume with eero for all new Fiber internet customers to provide enhanced coverage, ease of use, and additional security options.
TRUEMESH:
TrueMesh is eero's patented mesh technology. Unlike traditional wifi (one bright light trying to light the whole house), TrueMesh acts like an orchestra conductor — proactively optimizing signals across all eero devices before problems occur. Combined with TrueRoam and TrueChannel, it keeps every device on the best possible connection at all times.
HARDWARE ASSIGNMENT BY PLAN:
• 1 Gbps plans or lower → eero 7
• Multi-Gig plans (above 1 Gbps) → eero Pro 7
• Customer downgrade from Multi-Gig → keeps eero Pro 7, $7/unit/month fee applies
SUBSCRIPTIONS INCLUDED:
• eero Secure — included free with all eero Mesh Wi-Fi
• eero Plus — $9.99/month upgrade (VPN, password manager, antivirus)
MoreShow Less
eero is a mesh Wi-Fi system that uses multiple devices working together to provide strong, reliable internet throughout the home — including hard-to-reach areas.
C Spire replaced Plume with eero for all new Fiber internet customers to provide enhanced coverage, ease of use, and additional security options.
TRUEMESH:
TrueMesh is eero's patented mesh technology. Unlike traditional wifi (one bright light trying to light the whole house), TrueMesh acts like an orchestra conductor — proactively optimizing signals across all eero devices before problems occur. Combined with TrueRoam and TrueChannel, it keeps every device on the best possible connection at all times.
HARDWARE ASSIGNMENT BY PLAN:
• 1 Gbps plans or lower → eero 7
• Multi-Gig plans (above 1 Gbps) → eero Pro 7
• Customer downgrade from Multi-Gig → keeps eero Pro 7, $7/unit/month fee applies
SUBSCRIPTIONS INCLUDED:
• eero Secure — included free with all eero Mesh Wi-Fi
• eero Plus — $9.99/month upgrade (VPN, password manager, antivirus)
C Spire replaced Plume with eero for all new Fiber internet customers to provide enhanced coverage, ease of use, and additional security options.
TRUEMESH:
TrueMesh is eero's patented mesh technology. Unlike traditional wifi (one bright light trying to light the whole house), TrueMesh acts like an orchestra conductor — proactively optimizing signals across all eero devices before problems occur. Combined with TrueRoam and TrueChannel, it keeps every device on the best possible connection at all times.
HARDWARE ASSIGNMENT BY PLAN:
• 1 Gbps plans or lower → eero 7
• Multi-Gig plans (above 1 Gbps) → eero Pro 7
• Customer downgrade from Multi-Gig → keeps eero Pro 7, $7/unit/month fee applies
SUBSCRIPTIONS INCLUDED:
• eero Secure — included free with all eero Mesh Wi-Fi
• eero Plus — $9.99/month upgrade (VPN, password manager, antivirus)
📚 Training
CSpire
eero — Troubleshooting: Speed & Connected Device Issues
SLOW NETWORK SPEEDS:
1. Speed test at gateway eero (confirm connected to it)
2. Wire a laptop directly to gateway and re-test
3. Check environment: interference, appliances, obstructions
4. Soft reset gateway (hold 7 sec, LED flashes yellow)
5. Swap gateway unit if available
6. Repeat steps with leaf nodes
7. If still slow → test upstream connection
UPSTREAM / WAN TESTING:
• Remove eero from ethernet; wire laptop directly to modem/ONT
• Run speed test — if slow here, it's NOT an eero issue
• Check cable type: CAT5 = max 100 Mbps; CAT5e+ = Gigabit capable
• Swap ethernet cable and try different port on modem
• Refer to CSpire/ISP if upstream is confirmed slow
SLOW ON A SPECIFIC DEVICE:
1. Confirm device is connected to closest eero (check Topology in Insight)
2. Disable 'Optimize for Conferencing and Gaming' in eero Labs before testing
3. Test with fast.com AND speedtest.net
4. Test with at least 2 different devices
5. Wire device directly to gateway — if speed is good wired, issue is device wifi card
DEVICE WON'T CONNECT:
1. Reset network settings on device
2. Disable WPA3: Discover → eero Labs → toggle off WPA3
3. Disable 5 GHz temporarily: App → Settings → Troubleshooting → My device won't connect
4. Enable Legacy Mode for older non-Wi-Fi 6 devices (eero 6 and Pro 6 only)
5. Try connecting via guest network
DEVICE CONNECTED, NO INTERNET:
1. Reset network settings on device
2. Check if device is Paused: Home → Profiles → Devices Paused
3. Check if Blocked: Home → scroll to bottom → Blocked
4. Change DNS: Settings → Advanced → DNS → Google (8.8.8.8 / 8.8.4.4)
5. Soft reset gateway
DEVICE DROPPING FROM NETWORK:
1. Check distance to nearest eero (max 40–45 ft wireless)
2. Toggle wifi off/on on device
3. Forget network and reconnect
4. Set IP reservation: App → Settings → Advanced → Reservations and Port Forwarding
SMART HOME DEVICE NOT ACCESSIBLE REMOTELY:
1. Confirm device is connected in eero app
2. Check paused/blocked status
3. Set IP reservation
4. Open required ports via port forwarding (Google 'Device Model X port forwarding')
MoreShow Less
SLOW NETWORK SPEEDS:
1. Speed test at gateway eero (confirm connected to it)
2. Wire a laptop directly to gateway and re-test
3. Check environment: interference, appliances, obstructions
4. Soft reset gateway (hold 7 sec, LED flashes yellow)
5. Swap gateway unit if available
6. Repeat steps with leaf nodes
7. If still slow → test upstream connection
UPSTREAM / WAN TESTING:
• Remove eero from ethernet; wire laptop directly to modem/ONT
• Run speed test — if slow here, it's NOT an eero issue
• Check cable type: CAT5 = max 100 Mbps; CAT5e+ = Gigabit capable
• Swap ethernet cable and try different port on modem
• Refer to CSpire/ISP if upstream is confirmed slow
SLOW ON A SPECIFIC DEVICE:
1. Confirm device is connected to closest eero (check Topology in Insight)
2. Disable 'Optimize for Conferencing and Gaming' in eero Labs before testing
3. Test with fast.com AND speedtest.net
4. Test with at least 2 different devices
5. Wire device directly to gateway — if speed is good wired, issue is device wifi card
DEVICE WON'T CONNECT:
1. Reset network settings on device
2. Disable WPA3: Discover → eero Labs → toggle off WPA3
3. Disable 5 GHz temporarily: App → Settings → Troubleshooting → My device won't connect
4. Enable Legacy Mode for older non-Wi-Fi 6 devices (eero 6 and Pro 6 only)
5. Try connecting via guest network
DEVICE CONNECTED, NO INTERNET:
1. Reset network settings on device
2. Check if device is Paused: Home → Profiles → Devices Paused
3. Check if Blocked: Home → scroll to bottom → Blocked
4. Change DNS: Settings → Advanced → DNS → Google (8.8.8.8 / 8.8.4.4)
5. Soft reset gateway
DEVICE DROPPING FROM NETWORK:
1. Check distance to nearest eero (max 40–45 ft wireless)
2. Toggle wifi off/on on device
3. Forget network and reconnect
4. Set IP reservation: App → Settings → Advanced → Reservations and Port Forwarding
SMART HOME DEVICE NOT ACCESSIBLE REMOTELY:
1. Confirm device is connected in eero app
2. Check paused/blocked status
3. Set IP reservation
4. Open required ports via port forwarding (Google 'Device Model X port forwarding')
1. Speed test at gateway eero (confirm connected to it)
2. Wire a laptop directly to gateway and re-test
3. Check environment: interference, appliances, obstructions
4. Soft reset gateway (hold 7 sec, LED flashes yellow)
5. Swap gateway unit if available
6. Repeat steps with leaf nodes
7. If still slow → test upstream connection
UPSTREAM / WAN TESTING:
• Remove eero from ethernet; wire laptop directly to modem/ONT
• Run speed test — if slow here, it's NOT an eero issue
• Check cable type: CAT5 = max 100 Mbps; CAT5e+ = Gigabit capable
• Swap ethernet cable and try different port on modem
• Refer to CSpire/ISP if upstream is confirmed slow
SLOW ON A SPECIFIC DEVICE:
1. Confirm device is connected to closest eero (check Topology in Insight)
2. Disable 'Optimize for Conferencing and Gaming' in eero Labs before testing
3. Test with fast.com AND speedtest.net
4. Test with at least 2 different devices
5. Wire device directly to gateway — if speed is good wired, issue is device wifi card
DEVICE WON'T CONNECT:
1. Reset network settings on device
2. Disable WPA3: Discover → eero Labs → toggle off WPA3
3. Disable 5 GHz temporarily: App → Settings → Troubleshooting → My device won't connect
4. Enable Legacy Mode for older non-Wi-Fi 6 devices (eero 6 and Pro 6 only)
5. Try connecting via guest network
DEVICE CONNECTED, NO INTERNET:
1. Reset network settings on device
2. Check if device is Paused: Home → Profiles → Devices Paused
3. Check if Blocked: Home → scroll to bottom → Blocked
4. Change DNS: Settings → Advanced → DNS → Google (8.8.8.8 / 8.8.4.4)
5. Soft reset gateway
DEVICE DROPPING FROM NETWORK:
1. Check distance to nearest eero (max 40–45 ft wireless)
2. Toggle wifi off/on on device
3. Forget network and reconnect
4. Set IP reservation: App → Settings → Advanced → Reservations and Port Forwarding
SMART HOME DEVICE NOT ACCESSIBLE REMOTELY:
1. Confirm device is connected in eero app
2. Check paused/blocked status
3. Set IP reservation
4. Open required ports via port forwarding (Google 'Device Model X port forwarding')
📚 Training
CSpire
eero — Troubleshooting: Setup & Offline Issues
LED STATUS QUICK REFERENCE:
• Solid white = healthy and online
• Blinking blue = trying to connect / not yet added to network
• Blinking red = hard reset in progress
• Flashing yellow = soft reset in progress
GATEWAY SETUP ISSUES:
1. Disconnect all devices from modem; power off modem
2. Connect ONE ethernet cable from modem to eero
3. Power on modem first, then eero
4. If error: power cycle modem (2 full minutes off)
5. Hard reset gateway: hold reset button until LED blinks red
6. Swap ethernet ports or cables
7. Last resort: create network manually in Insight using 16-char serial number
LEAF NODE 'NO EERO FOUND':
1. Ensure Bluetooth is ON on setup phone
2. Try different phone/tablet
3. Enter serial number manually in app
4. Add via RNM/Insight
5. Hard reset leaf: hold 20 seconds until LED blinks red
LEAF NODE 'HMM, LET'S TRY MOVING IT':
1. Move leaf to same room as gateway and retry
2. Add via RNM
3. Wire leaf to gateway via ethernet, then add via RNM
4. Hard reset and re-add
ALL EEROS OFFLINE:
1. Power cycle modem + gateway (modem FIRST, fully online before powering gateway)
2. Bypass any upstream routers/switches
3. Soft reset gateway: hold 7 seconds until LED flashes yellow
4. Swap leaf node with gateway
5. LAST RESORT: hard reset gateway (hold 20 sec) — DELETES NETWORK, requires full re-setup
ONE/MORE LEAF NODES OFFLINE:
1. Power cycle leaf
2. Move leaf to same room as gateway, wait 2–3 min
3. Connect leaf via ethernet
4. Swap leaf with gateway
5. Hard reset leaf and re-add via RNM (NEVER hard reset the gateway)
MoreShow Less
LED STATUS QUICK REFERENCE:
• Solid white = healthy and online
• Blinking blue = trying to connect / not yet added to network
• Blinking red = hard reset in progress
• Flashing yellow = soft reset in progress
GATEWAY SETUP ISSUES:
1. Disconnect all devices from modem; power off modem
2. Connect ONE ethernet cable from modem to eero
3. Power on modem first, then eero
4. If error: power cycle modem (2 full minutes off)
5. Hard reset gateway: hold reset button until LED blinks red
6. Swap ethernet ports or cables
7. Last resort: create network manually in Insight using 16-char serial number
LEAF NODE 'NO EERO FOUND':
1. Ensure Bluetooth is ON on setup phone
2. Try different phone/tablet
3. Enter serial number manually in app
4. Add via RNM/Insight
5. Hard reset leaf: hold 20 seconds until LED blinks red
LEAF NODE 'HMM, LET'S TRY MOVING IT':
1. Move leaf to same room as gateway and retry
2. Add via RNM
3. Wire leaf to gateway via ethernet, then add via RNM
4. Hard reset and re-add
ALL EEROS OFFLINE:
1. Power cycle modem + gateway (modem FIRST, fully online before powering gateway)
2. Bypass any upstream routers/switches
3. Soft reset gateway: hold 7 seconds until LED flashes yellow
4. Swap leaf node with gateway
5. LAST RESORT: hard reset gateway (hold 20 sec) — DELETES NETWORK, requires full re-setup
ONE/MORE LEAF NODES OFFLINE:
1. Power cycle leaf
2. Move leaf to same room as gateway, wait 2–3 min
3. Connect leaf via ethernet
4. Swap leaf with gateway
5. Hard reset leaf and re-add via RNM (NEVER hard reset the gateway)
• Solid white = healthy and online
• Blinking blue = trying to connect / not yet added to network
• Blinking red = hard reset in progress
• Flashing yellow = soft reset in progress
GATEWAY SETUP ISSUES:
1. Disconnect all devices from modem; power off modem
2. Connect ONE ethernet cable from modem to eero
3. Power on modem first, then eero
4. If error: power cycle modem (2 full minutes off)
5. Hard reset gateway: hold reset button until LED blinks red
6. Swap ethernet ports or cables
7. Last resort: create network manually in Insight using 16-char serial number
LEAF NODE 'NO EERO FOUND':
1. Ensure Bluetooth is ON on setup phone
2. Try different phone/tablet
3. Enter serial number manually in app
4. Add via RNM/Insight
5. Hard reset leaf: hold 20 seconds until LED blinks red
LEAF NODE 'HMM, LET'S TRY MOVING IT':
1. Move leaf to same room as gateway and retry
2. Add via RNM
3. Wire leaf to gateway via ethernet, then add via RNM
4. Hard reset and re-add
ALL EEROS OFFLINE:
1. Power cycle modem + gateway (modem FIRST, fully online before powering gateway)
2. Bypass any upstream routers/switches
3. Soft reset gateway: hold 7 seconds until LED flashes yellow
4. Swap leaf node with gateway
5. LAST RESORT: hard reset gateway (hold 20 sec) — DELETES NETWORK, requires full re-setup
ONE/MORE LEAF NODES OFFLINE:
1. Power cycle leaf
2. Move leaf to same room as gateway, wait 2–3 min
3. Connect leaf via ethernet
4. Swap leaf with gateway
5. Hard reset leaf and re-add via RNM (NEVER hard reset the gateway)
📌 Pinned
📱 App
Speedtest by Ookla
Discover the speed of your mobile connection or wifi network with easy, one-tap testing—accurate anywhere thanks to our massive global server network.
📱 App
Mediacom
Oracle Field Service
Mediacoms Oracle Field Service
📱 App
CSpire
now ServicenNow Agent
ServiceNow mobile agent for CSpire
📱 App
Mediacom
Viavi Mobile Tech
VIAVI Mobile Tech is a technician productivity app that automates synchronizations with StrataSync for VIAVI test instruments. Test results are automatically backed up in the cloud and new limit plans and configurations can be deployed to individual technicians from StrataSync. Up-to-date manuals, quick cards, training videos, and technical support can be accessed on demand within the app. Test results are further enhanced with geolocation data to help associate technician work with customer locations. A File Manager allows test reports to be dowloaded from the instrument and sent to other mobile apps including email. SmartAccess Anywhere codes can be shared via SMS and email. Test instrument interfaces can be viewed from your mobile device. MoreShow Less
VIAVI Mobile Tech is a technician productivity app that automates synchronizations with StrataSync for VIAVI test instruments. Test results are automatically backed up in the cloud and new limit plans and configurations can be deployed to individual technicians from StrataSync. Up-to-date manuals, quick cards, training videos, and technical support can be accessed on demand within the app. Test results are further enhanced with geolocation data to help associate technician work with customer locations. A File Manager allows test reports to be dowloaded from the instrument and sent to other mobile apps including email. SmartAccess Anywhere codes can be shared via SMS and email. Test instrument interfaces can be viewed from your mobile device.