topic Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet in Broadband

5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

JamiefromUK — Wed, 15 Oct 2025 23:52:49 GMT

Hi all,

Just wondering if anyone else has run into this recently — my Three 5G outdoor hub randomly stopped working last Friday.

It all started when the Eero app suddenly showed my network as offline, even though everything seemed fine and I still had internet access. I figured it was just a glitch with the app itself, so I tried the usual fixes: reinstalling the app, clearing cache, restarting phone, etc. No change.

Eventually I was advised to reset both the Eero and the 5G hub. After doing that, the situation got worse — now Eero won’t let me set the network back up at all, saying the modem can’t connect. Super frustrating.

I contacted Three and all they’ve said so far is that they’re aware of the issue. According to them, it’s a problem on Eero’s side — specifically a dodgy firmware update that needs a patch. But when I reached out to Eero support, they claim it’s actually something Three has done, and say their app and systems are working as expected.

So right now, I’m stuck in limbo with no clear fix and both sides pointing the finger at each other.

Anyone else dealing with this? Any luck getting it resolved?

Cheers!

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

CancelBlame — Thu, 16 Oct 2025 07:53:48 GMT

There are 2 APNs for connection to Three.
three.co.uk or 3internet
They both work but they each have issues. In the past few days, the 3internet APN stopped allowing some APPs to connect.

Changing to three.co.uk APN allows the same APPs to connect but it fails to allow port forwarding to work.

That should help you.

These symptoms relate to certain devices and I would welcome input from everyone who are experiencing odd connection characteristics and suggestions on solutions.

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

MymsMan — Thu, 16 Oct 2025 09:36:06 GMT

Sounds plausible that the eero problem is just part of the biigger problem that Three introduced on Friday.

If the site the eero app checks to see if the network is up is not accesible then it would report network offline even if other sites are accessible.

I was going to suggest the same fix but you beat me to it 🙂

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

nelnelhk — Thu, 16 Oct 2025 10:03:35 GMT

After I changed the APN to three.co.uk, the EERO app works perfectly again.

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

nelnelhk — Thu, 16 Oct 2025 10:05:25 GMT

I got the same situation couples day ago and the technical team just keep on asking me to leave Three , choose another provider.... So crazy....

As suggested by other customer here, I change the ARN to three.co.uk, and my EERO app works perfectly now. You should give it a try.

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

karma_mechanic — Thu, 16 Oct 2025 10:31:40 GMT

Earlier in the week I noticed that the download speed had dropped from a typical 600Mb to 198Mb. I measured a few times and got 198, 199, 197 so I decided that the 3internet APN was being throttled. The Eero firmware v7.11.1-113 was applied last week, not sure which day.

I changed the APN to three.co.uk and straight away I was getting over 850Mb.(Upload is always around 40).

Then two mornings in a row the connection has dropped. When that happens logging on to the hub shows 4G, no 5G connection. A restart fixes it eventually, but still flakey.

This morning I got in from walking the dog and the Eero app says it has been down for 30 minutes. I've restarted it and switched back to 3internet just now, and got 560Mb. Lately it has been using Band 3, my recollection is that Band 1 is more stable. Always N78 for 5G.

So, lots of variables and no obvious cause. I suspect ongoing Three config changes aren't helping.

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

JamiefromUK — Thu, 16 Oct 2025 13:04:18 GMT

I've heard the same but my Eero app erased the network so no way to access hub, and I don't have a laptop to do so via Ethernet. Any ideas? I've also heard the apn change is designed for mobile not broadband so even though it's a workaround some websites wouldn't work or still be throttled?

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

MymsMan — Thu, 16 Oct 2025 13:38:32 GMT

If you are losing connection frequently

Try:

log on to to hub https://192.168.0.1 You MUST use userid admin and password printed on hub label
Navigate to Advanced->System->TR069
Disable TR069 and Periodic Inform
Submit, if that fails with a red message then set the 'Request user name' field to admin and try again. Do Not clear the 'ACS user name' field
Navigate to Advanced->System->Maintenance
Disable Scheduled Reboot or change to a less frequent interval (days)
Click on Scheduled Reboot to save

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

MymsMan — Thu, 16 Oct 2025 14:02:55 GMT

Do you have an old wireless router left over from a previous broadband installation (or borrow one) that you could use instead of the eero while you change the hub settings.

An alternative sim might work but, AFAIK, the APN is a hub rather than sim setting so you might still be in the same situation of not being able to get the eero to connect and allow you to recreate your network.

The CGNAT issues with the three APN are to do with inbound connections which are difficult with external hub anyway!

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

JamiefromUK — Thu, 16 Oct 2025 14:38:40 GMT

I had a BT router but it won't plug into the POE injector, as it doesn't take Ethernet just the regular broadband phone line type plug to receive signal, and I haven't got an Ethernet converter to get it into the BT router. I'm absolutely stuck and running out of my phone sim data in the mean time scratching my head what to do

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

MymsMan — Thu, 16 Oct 2025 15:21:55 GMT

Does the BT router not have any ethernet ports? You don't use the phone line socket when using it just as a router!

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

JamiefromUK — Thu, 16 Oct 2025 16:03:57 GMT

So I tried it using WAN port on BT socket, it did work briefly for a moment then all I got was no signal, even after disabling FFTP or whatever it's called in the BT hub settings. So right now I have no idea. At this rate I'll just try a different network sim in the outside router as it's clearly a specific Three network issue, if it's being dodgy with Eero and an alternative router.

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

nelnelhk — Thu, 16 Oct 2025 16:10:32 GMT

But, can you access to the hub 192.168.0.1 now?

If you really don't have the internet connection (don't trust the app, the eero may says you are not connected but you may be still connected to internet), the only way I think is to use LAN cable to access it.

One more you can try, there is a reset button at the bottom of your EERO machine, click on it for 6 to 10 seconds, this can help to reset it to the factory setting. Check whether you can reset your network again or not.

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

JamiefromUK — Thu, 16 Oct 2025 17:59:15 GMT

Nope can't access it

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

Mitch2025 — Thu, 16 Oct 2025 19:12:51 GMT

I’m dealing with the exact same issues about a week ago it stopped working I don’t know if the issue is with the 5G outdoor hub or the eroo device itself I to have spoken with three and eero and are blaming each other also but I have just got off the phone to three today and they have assured me it’s a issue they are now aware of but currently don’t have a fix for it so I guess we have to wait and keep paying lol

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

MymsMan — Thu, 16 Oct 2025 19:28:04 GMT

Actually neither hub or or eero is faulty - it is somewhere in Three's networking setup

The temporary workaround is to logon on the hub and change the APN to three.co.uk

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

Mitch2025 — Fri, 17 Oct 2025 07:58:50 GMT

Hi, thanks for your help, don’t suppose you could advise me on how I log onto the hub ?
would it be the ip address and login on the box ?

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

gordon123123 — Fri, 17 Oct 2025 12:55:15 GMT

I had this last few days, last night i threw the eero in bin and connected outside unit to old Orbi mesh unit and its now working better than ever!

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

gordon123123 — Fri, 17 Oct 2025 13:09:25 GMT

Longer reply , I am no expert ! but this is roughtly what happened

So to recap and update on my 3 internet problem, not had much in the way of feed back from 3, I did a reset on roof unit (80db) and made no difference, I again tried to setup the eero last night as suggested and guess what, it's still can't set up it's WiFi !
So the story so far to recap,
Internet has been getting a bit knotchy over last few months , aspeshely through eero WiFi, so time to do some trubble shooting on the eero, that's when I noticed it said "internet off line" ! But internet still working, WiFi still working ! BUT eero not functioning on app, when looking at speed test , does not work , looking at the fault finding , or anything on menu, it just spins , times out and says there is a fault !
So I soft reset eero, same I reloaded the App on phone , same, I did a hard reset and after that nothing worked, no internet or WiFi !
Ok so deleted eero account and tried going through the set up as new system , the app finds the eero ok! ( Did not to start with , had to Manuely put serial no in ) So blue flashing light goes solid , then put in name and password ,( used original and tried different, makes no difference it just spins around and times out to fault , contact support ! ( Which I have done 5 times! In early days the internet kept cutting me off the chat terminating chat this each er connection I had to get verified ! Painfull!
By the way the mast has been soft and hard reset, and always shows the blue light
So this evening as my 3 support has been painfull at best , I tried a bit more investigating, I took the eero out of the system!! Bridged the 2 LAN plugs with a joiner and hay presto, internet working on most things on my switch ! Full mess WiFi , also it seems to be working faster than it has from day one !!!!
So I conclude the eero hub thing is defective , remember I have given it many soft resets and a hard reset, deleted eero app and account and re set up but the Eero is still not responcive to setting up WiFi and since the hard reset it won't through put the internet through the LAN and may well have been cause of drop outs and hesitations I have been suffering , confirmed after using BB for a few hours it's working better than it ever has ! Better than when first installed!
I suggest the susesfull route to getting the service I am paying for is to round robin a new eero N010001 or better as soon as possible so I can get the eero WiFi back
Your welcome, thank you in advance
PS nothing working this AM , no tower blue light , no BB service, I have plugged Eero back in and it's still dead , I guess you turned my service Off on finding a different hub?
that worked !!!! Please sort out ! and after another painful chat , hay presto its working again (and eero 6 still in the bin

Re: 5G Outdoor Hub Stopped Working – Eero Says Offline, No Fix Yet

gordon123123 — Fri, 17 Oct 2025 13:11:18 GMT

So to recap and update on my 3 internet problem, not had much in the way of feed back from 3, I did a reset on roof unit (80db) and made no difference, I again tried to setup the eero last night as suggested and guess what, it's still can't set up it's WiFi !

So the story so far to recap,

Internet has been getting a bit knotchy over last few months , aspeshely through eero WiFi, so time to do some trubble shooting on the eero, that's when I noticed it said "internet off line" ! But internet still working, WiFi still working ! BUT eero not functioning on app, when looking at speed test , does not work , looking at the fault finding , or anything on menu, it just spins , times out and says there is a fault !

So I soft reset eero, same I reloaded the App on phone , same, I did a hard reset and after that nothing worked, no internet or WiFi !

Ok so deleted eero account and tried going through the set up as new system , the app finds the eero ok! ( Did not to start with , had to Manuely put serial no in ) So blue flashing light goes solid , then put in name and password ,( used original and tried different, makes no difference it just spins around and times out to fault , contact support ! ( Which I have done 5 times! In early days the internet kept cutting me off the chat terminating chat this each er connection I had to get verified ! Painfull!

By the way the mast has been soft and hard reset, and always shows the blue light

So this evening as my 3 support has been painfull at best , I tried a bit more investigating, I took the eero out of the system!! Bridged the 2 LAN plugs with a joiner and hay presto, internet working on most things on my switch ! Full mess WiFi , also it seems to be working faster than it has from day one !!!!

So I conclude the eero hub thing is defective , remember I have given it many soft resets and a hard reset, deleted eero app and account and re set up but the Eero is still not responcive to setting up WiFi and since the hard reset it won't through put the internet through the LAN and may well have been cause of drop outs and hesitations I have been suffering , confirmed after using BB for a few hours it's working better than it ever has ! Better than when first installed!

I suggest the susesfull route to getting the service I am paying for is to round robin a new eero N010001 or better as soon as possible so I can get the eero WiFi back

Your welcome, thank you in advance

PS nothing working this AM , no tower blue light , no BB service, I have plugged Eero back in and it's still dead , I guess you turned my service Off on finding a different hub?

that worked !!!! Please sort out ! and after another painful chat , hay presto its working again (and eero 6 still in the bin