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

[JamiefromUK]

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!

 

[MikeK95]

My hub doesn't let me change any settings, even though I've logged in as the admin. Have you encountered that problem before?

[MymsMan]

---

@MikeK95 wrote:

My hub doesn't let me change any settings, even though I've logged in as the admin. Have you encountered that problem before?

---

Which settings are you trying to change and what problem are you trying to solve?

AFAIK the problems using the 3internet APN and frequent disconnections seem to have been largely resolved - at least no recent new reports of issues

[nelnelhk]

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.

[CancelBlame]

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.

[MymsMan]

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 🙂

[nelnelhk]

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

[JamiefromUK]

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?

[nelnelhk]

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.

[JamiefromUK]

Nope can't access it

[MymsMan]

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!