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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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eero — Troubleshooting Quick Reference (Job Aid)
CSpire
All Mediacom C Spire
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📋 General 5 🔌 Fiber Installation 2 📶 eero — WiFi System 12 🔧 eero — Troubleshooting 2 📱 App Downloads 2
📚 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.
🌐 Link CSpire

CSpire SNOW

Service calls ticketing system

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🌐 Link CSpire

CSpire Credentials Password Reset

Reset or unlock your CSpire credentials

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🌐 Link CSpire

CSpire Jira

CSpire Fiber Jira Ticketing System

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🌐 Link CSpire

CSpire Truck Stock

CSpire Inventory System

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📌 Pinned 📚 Training CSpire

CSpire FSM Training Guide

Visit this link to learn how to use FSM.

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📚 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.

▶ Watch
📌 Pinned 📚 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
📌 Pinned 📚 Training 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
📌 Pinned 📚 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
🎥 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
Open Link
📚 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
Open Link
📚 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
📚 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).
📚 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.
📚 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
📚 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
📚 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)
📚 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')
📚 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)
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