Internet keeps dropping

If your internet keeps dropping, the cause may be the connection to the fibre box, eero placement, weak WiFi in a certain area, or a temporary issue with one device.

Here are a few simple steps to try before contacting Nova support.

1. Check if all devices drop or only one device

Start by checking whether the issue affects all devices or only one.

If all devices drop at the same time, the issue may be related to the internet line, fibre box, cable, or gateway eero.

If only one device drops, the issue may be related to that device’s WiFi connection, distance from eero, or the device’s own settings.

2. Check the status in the eero app

Open the eero app and check whether your network is online.

If eero shows that the network is offline, check the power and the cable between your eero and the fibre box.

If the network is online but one device is having issues, go to Devices and check whether the device is connected, recently connected, or offline.

3. Restart the network

A restart can fix temporary connection issues.

How to do it:

1. Open the eero app
2. Go to Settings
3. Go to Advanced settings
4. Select Restart network

Wait a few minutes while the eero network comes back online.

4. Check cables and the fibre box

If the whole network drops, check:

• that the fibre box has power
• that the gateway eero has power
• that the network cable is firmly connected to the fibre box
• that the network cable is firmly connected to eero
• that the cable is not damaged or loose

The gateway eero is the eero device connected directly to the fibre box.

5. Move the device closer to eero

If the issue only happens in a certain room, the WiFi signal may be weak there.

Try moving the device closer to eero and check whether the connection becomes more stable.

Walls, floors, cabinets, mirrors, electronics, and microwaves can affect WiFi performance.

6. Check eero placement

eero works best when it is placed in an open area, not hidden inside a cabinet, behind a TV, or next to other electronics.

Good placement means:

• in an open space
• not on the floor
• not inside a cabinet
• not next to a microwave or large electronics
• not too far from other eero units

If you have more than one eero, make sure the units are not too far apart.

7. Turn WiFi off and back on for the device

If only one device keeps dropping, try turning WiFi off and back on for that device.

You can also try restarting the device itself.

This can help the device reconnect to the correct eero, especially if it has connected to an eero that is farther away.

8. When should I contact Nova?

Contact Nova if:

• the whole network drops often
• your eero shows a red light
• the eero app shows the network as offline
• the gateway eero does not come back online after a restart
• you have checked power, cables, and restarted without success
• the internet always drops at the same time of day
• many devices drop at the same time

Nova support can then check the connection in more detail.

FAQ

Why does the internet only drop in one room?

The WiFi signal is probably weaker there. Try moving the device closer to eero or checking the placement of your eero devices.

Why do only smart home devices or cameras drop?

Some smart home devices are more sensitive to weak WiFi, especially if they are far from eero or placed outdoors. Try moving an eero closer to the device if possible.

Can one loose cable make the whole network drop?

Yes. If the cable between the fibre box and the gateway eero is loose or damaged, the whole network can lose connection.

Do I need to reset eero?

Usually not. First try restarting the network, checking cables, and checking the status in the eero app. Do not reset eero unless Nova support recommends it.