FAQ

Eero is a mesh Wi-Fi system — a smart way to improve your home Wi-Fi coverage. Instead of relying on just one router, Eero uses multiple devices (called Eero nodes or beacons) placed around your home to create a strong, seamless wireless network.

How It Works:

• You connect the main Eero to your modem.

• Then you place additional Eero units in different rooms.

• Together, they create a “mesh” network that covers your entire home with fast, reliable Wi-Fi.

This eliminates dead zones and weak signals in hard-to-reach places.

Why People Love Eero:

• Easy setup with the Eero app

• No more dead spots or slow zones

• Automatic updates for security and performance

• Great for larger homes or families with many devices

• Some models come with built-in smart home hubs (like Amazon Alexa)

Plume is a smart home Wi-Fi system and network management service that gives you stronger, more reliable Wi-Fi throughout your home — and much more.

It combines mesh Wi-Fi technology with smart features to keep your internet fast, secure, and personalized.

How Plume Works:

• You plug in Plume Pods (also called SuperPods) around your home.

• These pods create a self-optimizing mesh network that adjusts in real time to how you use the internet.

• The system is managed through the Plume HomePass® app, which gives you full control of your network.

Key Features:

• Consistent Wi-Fi coverage in every room

• Advanced security — blocks threats and protects connected devices

• Parental controls — set internet time limits and content filters

• Device monitoring — see what’s connected and how much data they use

• Guest Wi-Fi — create secure networks for visitors in seconds

Both Plume and Eero are mesh Wi-Fi systems, which means they use multiple devices (called “pods” or “nodes”) to blanket your entire home in a strong, seamless wireless signal — no more dead zones or weak spots.

What They Both Do:

Whole-Home Coverage – You get fast, consistent Wi-Fi in every room
Mesh Network – Multiple pods or beacons connect to each other and your modem to create a stronger signal
Easy Setup – Use a mobile app to get everything running in just a few minutes
Automatic Updates – Keeps your system secure and performing at its best
Parental Controls & Device Management – Control who gets online and when

• Test the Actual Speed
  • Use speedtest.net or the Speedtest app on the slow device.
  • Run the test near your router and again farther away.
  • Compare with your internet plan’s expected speeds.
• Restart Your Device
  • Restart the phone, laptop, tablet, etc. that’s running slow.
  • Sometimes background apps or software glitches can bog down performance.
• Reboot Your Network (Router + Modem)
  • Unplug your modem, wait 30 seconds, plug it back in.
  • Unplug your router or mesh system, wait 30 seconds, plug it back in.
  • Wait a couple of minutes for it to fully restart.
• Move Closer to the Router
  • Walls, metal, and appliances can weaken your Wi‑Fi signal.
  • If your device gets faster when you’re closer, a mesh extender or additional pod might help.
• Check for Interference
  • Avoid placing routers near:
    • Microwaves
    • Baby monitors
    • Cordless phones
    • Thick walls or mirrors
  • Use the 5 GHz band for short-range high-speed and 2.4 GHz for better range.
• Prioritize or Pause Other Devices
  • Too many devices can slow your connection.
  • Use your Eero or Plume app to:
    • Pause devices you’re not using
    • Temporarily prioritize the slow device (e.g. for gaming or video calls)
  • Update Firmware and Apps
    • Ensure your router firmware, mobile app, and device operating system are all up to date.
  • Run Device-Specific Checks
    • Clear your browser’s cache.
    • Disable VPNs or proxies (they can slow things down).
    • Disconnect from and reconnect to Wi‑
  • Try Wired (Ethernet)
    • If using a laptop, connect it directly to the router with an Ethernet cable.
    • If speeds are fast on Ethernet but slow on Wi‑Fi, it’s likely a wireless signal issue.
  • Contact Your ISP
    • If speeds are slow across all devices, your internet provider may be having issues.
    • Ask if there’s an outage, line problem, or if you’re being throttled.

• Troubleshooting Account Creation Errors
  • Check Your Internet Connection
    • Make sure you have a stable internet connection.
    • Try switching from Wi-Fi to wired or vice versa.
  • Use a Supported Browser or App
    • If creating the account via a web browser, use the latest version of Chrome, Firefox, Safari, or Edge.
    • If using a mobile app (Eero or Plume), make sure it’s updated to the latest version.
  • Verify Your Email Address
    • Double-check that you entered your email correctly.
    • Look for typos or missing characters.
    • Avoid using disposable or temporary email addresses.
  • Check Password Requirements
    • Make sure your password meets the requirements (e.g., minimum length, includes uppercase, numbers, special characters).
    • Avoid using easily guessable passwords.
  • Clear Cache and Cookies
    • Sometimes old data can cause issues.
    • Clear your browser’s cache and cookies and try again.
  • Try a Different Device or Network
    • If possible, switch to a different device or network to see if the problem persists.
  • Check for Service Outages
    • Sometimes the service might be temporarily down.
    • Visit the provider’s status page or social media for updates.
  • Contact Support
    • If none of the above works, contact customer support with:
    • A screenshot of the error message
    • The email address you’re trying to register
    • Details of the device and browser/app you’re using

• Troubleshooting Account Verification Errors
• Check Your Email Inbox & Spam Folder
  • Make sure you’ve received the verification email.
  • Sometimes it may land in Spam, Promotions, or Junk folders—check those too.
• Resend the Verification Email
  • Most services have an option to resend the verification email.
  • Wait a few minutes and try resending if you didn’t get it.
• Verify Within the Time Limit
  • Some verification links expire after a certain time (e.g., 24 hours).
  • If expired, request a new verification email.
• Use the Same Email Address & Device
  • Make sure you’re verifying the same email you registered with.
  • Use the same device/browser/app that you used to create the account.
• Avoid Clicking Multiple Links
  • Clicking multiple verification links from different emails may cause errors.
  • Use the most recent verification email only.
• Clear Browser Cache or Try a Different Browser
  • Sometimes cached data can interfere—clear cache or try another browser/device.
• Check Your Internet Connection
  • Ensure you have a stable internet connection during verification.
• Contact Support if Problems Persist
  • If you still can’t verify, reach out to customer support with:
  • Your email address
  • A screenshot or description of the error message
  • Details of the device and app/browser used

• If you see a “Network name and password invalid” error while setting up your account or Wi-Fi network, it usually means there’s a mismatch or formatting issue with what you’re entering. Here’s how to fix it:
  • Steps to Resolve “Network Name and Password Invalid” Error
    • Follow Network Name Rules
      • Make sure your Wi-Fi network name (SSID):
      • Is not blank
      • Is under 32 characters
      • Doesn’t use special symbols like @, #, ^, or emoji (stick to letters, numbers, and basic punctuation)
    • Use a Valid Password
      • Your Wi-Fi password should:
      • Be at least 8 characters long
      • Use only letters, numbers, and standard symbols
      • Avoid unsupported characters (like emoji or non-English characters)
    • Check for Extra Spaces
      • Make sure there are no spaces before or after the network name or password.
      • Some devices copy and paste with extra spaces by mistake.
    • Try a Different Name/Password
      • If the app keeps rejecting your entry:
      • Try simplifying the name and password temporarily (you can change them later in the app).
    • Restart Setup
      • Close and reopen the app.
      • Restart your router or mesh device.
      • Try setup again using the corrected name and password.
    • Update the App
      • Make sure you’re using the latest version of the Eero or Plume app.
    • Still not working?
      • If you’ve checked everything and it still fails:
      • Try setting up the network on a different phone or tablet
      • Or contact customer support for help—they may be able to clear a stuck configuration

• Step-by-Step: What to Do if Your Device Is Falling Offline
  • Restart the Device
    • Turn off your device (phone, laptop, smart home device, etc.) and turn it back on.
    • This often clears temporary connectivity bugs.
  • Check Wi‑Fi Signal Strength
    • Move the device closer to your router or mesh node (like an Eero or Plume SuperPod).
    • Weak signal is a common reason devices drop offline.
  • Forget and Rejoin the Network
    • On the affected device:
    • Go to Wi‑Fi settings
    • Select your network
    • Tap “Forget” or “Remove”
    • Reconnect using the correct password
  • Restart Your Router or Mesh System
    • Power cycle your Eero, Plume, or other router:
      • Unplug it for 30 seconds, then plug it back in.
      • Wait a few minutes for full restart.
    • Check for Interference
      • Keep the device away from:
        • Microwaves, baby monitors, cordless phones
        • Thick walls or metal surfaces
      • If possible, switch the device to a 5 GHz network for faster, shorter-range signal.
    • Update Software
      • Make sure:
        • Your device’s OS is up to date
        • Your router or mesh app (Eero or Plume) is updated
        • Any firmware updates for the network system are installed
      • Assign the Device to the Correct Network
        • In Eero or Plume apps, check if the device is connecting to the right access point.
        • Some devices struggle with band steering (switching between 2.4 GHz and 5 GHz).
      • Limit Bandwidth Hogs
        • If lots of devices are streaming or downloading at once, some may drop.
        • Temporarily pause unused devices in the app to free up bandwidth.

• Step-by-Step: Fix Devices Not Seeing Each Other on the Network
  • Make Sure They’re on the Same Network
    • Some routers create separate networks for 2.4 GHz and 5 GHz bands, or for guests.
    • Check that all devices are connected to the main/home network, not a guest network.
    • Devices on a guest network are usually isolated for security and can’t talk to devices on the main network.
  • Disable Client Isolation (if enabled)
    • In some routers or mesh systems (like Eero or Plume), there’s a setting to prevent devices from talking to each other.
    • Check the app settings:
      • For Eero: Go to the Eero app > Network Settings > ensure no client isolation or similar setting is enabled.
      • For Plume: In the HomePass app, ensure devices are on the same zone (not IoT or guest) and not restricted.
    • Restart Devices and Router
      • Power cycle all affected devices.
      • Reboot your router or mesh system (Eero/Plume).
      • This helps reassign IPs and clear network confusion.
    • Assign Devices to the Same Profile (Eero)
      • In the Eero app, if devices are grouped under different profiles (like “Kids” or “IoT”), make sure they’re not paused or restricted.
    • Avoid Mixed Band Conflicts
      • Some devices on 4 GHz can have trouble seeing those on 5 GHz if band steering is active.
      • Try temporarily disabling band steering in your router settings (if available), or ensure both devices are on the same band.
    • Check Device Settings (Especially for Printers or Smart Devices)
      • Devices like printers or smart TVs may have their own isolation or network visibility settings—check their network or Wi‑Fi setup menus.

• Step-by-Step: Troubleshooting Port Forwarding Issues
  • Make Sure You’re Using the Right IP Address
    • The port forwarding rule must point to the correct internal (LAN) IP address of your device (like a PC, camera, or console).
    • To find it:
      • On Windows: ipconfig in Command Prompt
      • On macOS: System Settings > Network
      • Or check in the Eero/Plume app under “Connected Devices”
    • Tip: Devices may get a new IP after rebooting—set a static IP or DHCP reservation if needed.
  • Confirm the Port Number and Protocol
    • Double-check you’re forwarding the correct port and using the right protocol:
      • TCP, UDP, or both (depends on the service or app)
    • Some devices require port ranges (e.g., 8000–8010)
  • Check for Double NAT
    • If you’re using a modem/router combo and an Eero or Plume:
    • You may have two routers doing NAT, which breaks port forwarding.
    • Solution:
      • Bridge your ISP modem/router, so Eero or Plume is the only router doing NAT.
      • OR, enable DMZ on the ISP router pointing to the Eero/Plume’s IP.
    • Use the App’s Port Forwarding Settings
      • In Eero app:
        • Go to Discover > Eero Secure > Reservations & Port Forwarding
        • Add a rule with the correct device and port
      • In Plume (HomePass) app:
        • Go to Settings > Advanced > Port Forwarding
        • Add internal IP and port rules
      • Turn Off Firewalls or Antivirus Temporarily
        • On the device you’re forwarding to, temporarily disable firewall or security software to see if it’s blocking the connection.
      • Test the Port
        • Use an online tool like org or a port scanning app to verify the port is open.
        • Make sure the service you’re forwarding to is actually running on the device.