Issues with laterst eero update and Three

[adecartref]

My eero is unable to install the latest firmware update (v710.2-34). Installation has begun but will not complete. I rang eero support who informed me that there is a known problem with Three internet and advised me to wait a day or two and try to install the update again.

My internet is working (phone, laptop etc) except for my Amazon devices (2 echo dots and a fire tablet). As the update has commenced, it seems these will not work until the update completes. It was a problem with one of the echo dots that alerted me to this problem and I wasted time trying to get it to work before finding out that the problem was with the failing update. I just wanted to advise people in a similar situation that the issue isn't with the echo dot or the fire tablet or any other amazon device you have, but is likely to be the incomplete eero firmware update. 

[Kronos]

I'm currently on 7.11.1 which installed a couple of days ago. 

adecartref: do you wait for the software to be installed automatically (usually overnight), or do you manually start the upgrade process by clicking the button in the eero app? I have had a couple of updates that wouldn't install automatically and had to initiate the update manually. A few weeks ago, I had major problems with installing an update. No matter how many times I tried updating, it would fail. I checked the syslog and there were various error messages (which I can no longer remember). In the end, the installation was successful after various combinations of power cycling and hard resetting the Greenpacket device.

[adecartref]

Thanks for the information and advice Kronos.

I've tried to initiate the installation through the eero app a few times. It says that the installation is starting and then that it is "still downloading" which lasts for hours. I don't seem to get any messages telling me the update has failed. If I restart the eero app I have the opportunity to start the same update again.

I've also passed through two periods I've scheduled for updates since the problem started.

I've only had my Three 5G hub and eero for around three weeks and I can see that I have had a couple of successful updates since I installed it.

I was away this weekend and the problems started at the time I've scheduled for updates when I returned home on Monday night. I was listening to one of my echo dots when it went into blue ring mode and couldn't find an internet connection. As other devices were working I assumed my echo dot had developed a fault when in fact it stopped working when the initial update was attempted and apparently won't work now until the firmware update completes.

I am not too concerned as I can do pretty much everything I need to do except use my Echo Dots and Fire tablet - but even those aren't much of an inconvenience. I do have some concerns about how often the eero seems to update its firmware given that it seems lots of people have problems installing these updates and while it is still possible to use general internet even when these updates are stuck, it seems bizarre that it isn't possible to use other Amazon devices while the eero tries to complete the update.

The advice I had from eero support was that this was a known issue with Three which was being investigated and they would advise me by email when it is resolved. As long as that happens I'll be happy enough.

[MymsMan]

Since you problems seem related to your other Amazon devices I wonder if it worth trying to turn off "Amazon Connected Home" under Settings->Advanced Networking->Integrations whilst attempting to perform a manual update.

No idea what the settings do but it cant hurt to give it a try!

[adecartref]

Thanks Mymsman,

So it seems I have two updates to get through. The eero app tells me I am currently on v7.9.2-4.

I am sure there must be a workaround for this because everything is pretty much working except for Amazon devices and products. I have looked for solutions to bypass the eero to connect my devices but haven't found anything that I understand. So I'll just wait until the eero firmware updates succeed.

My phone, laptop, Samsung TV and Xbox are all connecting to Three and working normally.

I have Amazon Prime Video and I can watch that via the app on my Samsung TV. I can also watch all my other apps on the Samsung TV.

I also have an Amazon TV Fire Stick. I have tested a few apps that all work fine, but if I try to watch Amazon Prime Video on the fire stick it works briefly then tells me there is a network problem and shows that my Three service has no broadband.

My kindle fire tablet won't connect to wi-fi. It shows my Three account but says no service is available.

My two echo dots will not connect to the internet. I reset one of the echo dots to try and get it working (before I realised the problem was with a failed eero firmware update). It got to the point where I had to enter my Three wi-fi password and it stated my password was incorrect. I checked that I was entering the correct password by connecting an old phone to my three wi-fi for the first time ... and that worked.

My kindle seems to be able to connect to Three. I was able to update and view the kindle store.

I am guessing that if I had a different router, everything would work, but as I have an eero, this firmware update failure has become a kind of personal Amazon network failure and my devices won't work until the firmware eventually updates.

[MymsMan]

Interesting my eero already has v7,10.2-34 installed (apparently correctly) and is telling me that v7.11.1-113 is available for install.

I don't have any Amazon devices apart from a Kindle.