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Internet is not working

If your eero network is offline, it means eero cannot connect to the internet. Your devices may still see the WiFi network, but the internet will not work.

This can often be fixed by checking power, cables and restarting your equipment.

1. Check the light on your eero

The light on your eero can help show what is happening.

  • Solid white light: eero is online and connected to the internet.
  • Red light: eero is offline or cannot reach the internet.
  • Blue or blinking blue light: eero is in setup or pairing mode.

If your eero has a red light, continue with the steps below.

3. Check power and cables

Start by checking the eero that is connected to the fiber box. This is the main eero, also called the gateway eero.

Check that:

  1. eero is connected to power.
  2. the fiber box is connected to power.
  3. the Ethernet cable is firmly connected to eero.
  4. the Ethernet cable is firmly connected to the fiber box.
  5. the Ethernet cable is not damaged or loose.

If you have another Ethernet cable, try using it.

4. Restart the fiber box and eero

Restarting the equipment often fixes temporary connection issues.

  1. Unplug the fiber box from power.
  2. Unplug eero from power.
  3. Wait about 30 seconds.
  4. Plug the fiber box back in.
  5. Wait until the lights on the fiber box look normal.
  6. Plug eero back in.
  7. Wait a few minutes while eero reconnects.

When everything is working again, the eero light should turn solid white.

5. Check the status in the eero app

Open the eero app and check whether your network is shown as online or offline.

If the app shows that the network is offline, check whether there is an alert or message in the app. It may point to the issue, for example if eero cannot reach the fiber box.

6. If only one device is not working

If WiFi works on other devices, but not on one specific device, the network is probably not offline. The issue is more likely related to that device.

Try to:

  1. Turn WiFi off and on again on the device.
  2. Restart the device.
  3. Forget the WiFi network and reconnect.
  4. Check whether the device is blocked or paused in the eero app.

7. Contact Nova if the internet does not come back

Contact Nova if:

  • eero still has a red light after restarting
  • the fiber box does not seem to connect
  • no devices can access the internet
  • the eero app still shows the network as offline
  • you notice a damaged cable or device
  • the issue keeps coming back

Nova support can then check the connection in more detail.

FAQ

Why can I see my WiFi network, but the internet does not work?

This can happen if eero is still broadcasting the WiFi network, but cannot connect to the internet. Your device can connect to WiFi, but still have no internet access.

What does a red light on eero mean?

A red light usually means eero is offline or cannot connect to the internet.

Do I need to reset eero?

Usually not. Do not start with a factory reset unless Nova support recommends it. In most cases, it is better to check cables, power and restart the equipment first.