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!

 

[gordon123123]

I fished it out of the bin , tried it and its working fine now! still feels faster with it out of circuit though plugged into Orbi  

[Mitch2025]

I don’t have anything to replace the eero device with amd when I bypass the eero box and hardwired Ethernet into my ps5 I still get Nat failed everything else connects etc 

[Mitch2025]

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 

[MymsMan]

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

[Ellie1962]

Hi

Can you please write an idiots guide on how to do this? I sm new to thid and haven't got s clue on the mechanics of this yet. Thanks in advance 

[MymsMan]

Connect to hub not the eero app https://192.168.0.1/#/mobilenet/netMpdn 

Admin userid password is on hub label, or for this change you can use User userid and password you set.

Select Mobile Network, Internet Connection and change APN to three.co.uk

[Mitch2025]

You my friend are a genius i followed your advice unhooked my hub from outside reset the hub and logged into the hub setting once connected via Ethernet cable to my laptop had a MacBook so cost me money to get a cable and I was wary lol but it was the best decision and did exactly as you sed in regards to the apn then re connected it all and it successfully re registered the eero device so I’m back up and running thanks to you only really appreciated 🙂 three and eero should have people like you employed. 

[Mitch2025]

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 ? 

[karma_mechanic]

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.

[MymsMan]

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